StubHub investigated in Texas over undelivered World Cup tickets

The Texas Attorney General has opened a formal investigation into StubHub after a wave of complaints from fans who say World Cup tickets they bought through the resale platform were never delivered. The probe follows reports that some supporters only discovered hours before kick-off that their tickets could not be honoured, despite having purchased them months in advance.

According to Reuters, affected buyers say StubHub’s much-publicised “FanProtect Guarantee” – which promises replacement tickets at no extra cost or a full refund – has gone unfulfilled in several cases. The company’s own guarantee is central to the row now facing scrutiny from Texas authorities as the tournament continues in North America.

StubHub blames FIFA, governing body denies fault

StubHub has declined to comment directly on the investigation but issued a statement saying it is “working tirelessly to resolve ticket transfer issues and get every fan into their match.” The company added: “Even a single bad experience is deeply disappointing for fans and for us. That’s why, in the rare instance that problems arise, our FanProtect Guarantee provides replacement tickets or a full refund.”

StubHub has pointed to problems with FIFA’s ticketing infrastructure as the primary cause of the failures. However, FIFA has denied any fault, insisting its own system has operated reliably throughout the tournament.

Paxton vows to hold company accountable

Attorney General Ken Paxton confirmed his office is examining the claims directly. “My office is investigating reports that StubHub is failing to deliver tickets that Texas fans have rightfully purchased,” he said. “In many cases, attending a World Cup match is a once-in-a-lifetime experience. If StubHub is ghost ticketing Texans out of that experience, my office will use every tool available to hold them accountable and help fans who have been wronged.”

Texas is home to two of the tournament’s host cities, Dallas and Houston, which have staged group-stage fixtures as the World Cup spans venues across the United States, Canada and Mexico. Paxton’s Consumer Protection Division is now urging any Texan supporters who bought World Cup tickets through StubHub but never received them to lodge a formal complaint.

The state investigation follows a proposed class action lawsuit filed against StubHub earlier this week, brought by fans who say they suffered similar ticketing failures during the World Cup. The legal and regulatory pressure is mounting on the platform just as the competition reaches its knockout stages.

Knockout drama continues

The round of sixteen got under way this weekend, with Canada facing Morocco before France took on Paraguay. Sunday brings two further heavyweight ties, as Brazil meet Norway ahead of co-hosts Mexico taking on England at the iconic Azteca Stadium – a fixture that will draw huge numbers of travelling supporters relying on secondary ticketing markets to attend.

Read more: England’s Mexico City World Cup tie could be brought forward over storm fears