Ticket buyer guide: How to exchange tickets for another event or date
Showpass lets you exchange tickets for another date, time, or event of equal or greater value, as long as the event organizer has enabled exchanges. Depending on your order, you can either exchange specific tickets within your order, or exchange the whole order at once. Showpass picks the right option for you automatically.
Before you begin
Please review the following requirements:
- Ticket exchanges are only possible if the event organizer has enabled the feature for that event.
- The new tickets must be of equal or greater value than your original purchase. You will pay the difference if the new tickets cost more.
- You can only use your exchange credit for events offered by the same organizer.
- Once you start an exchange, you have one hour to complete your new purchase before the credit expires.
- Complimentary, transferred, and free tickets cannot be exchanged.
- Donations and gift cards cannot be exchanged or refunded.
- Only one exchange can be active on your account at a time.
- Exchanges work on desktop, mobile web, and in the Showpass mobile app. The steps are the same in each.
How to exchange your tickets
- Log into your Showpass account and click your name in the top right corner.
- Select Orders from the dropdown menu.
- Ensure My Orders is selected from the left-hand side menu.
- Find the relevant order and expand the Order Options menu.
- If exchanges are enabled, you will see an option to Exchange tickets. Click it.
- A pop-up will explain the exchange terms. If you agree, click Continue.
- Choose what you want to exchange:
- Exchange the entire order if you want to swap everything at once.
- Exchange specific items if you only want to swap some of the tickets from your order.
Note: not every order can be exchanged item by item. If yours can only be exchanged as a whole, see Why your order can only be exchanged as a whole below.
- Click Start exchange. Your exchange credit is now active for one hour.
- Click Browse available events to see what you can use the credit on.
- You will be redirected to the organizer's profile where you can pick eligible events and tickets. A banner at the top of the page shows your available credit, a link to this help doc, and a Cancel exchange button you can use any time before checkout to return your original tickets.
- Proceed to checkout. Your exchange credit should apply automatically.
- If it does not apply automatically, click Apply exchange credit before completing the transaction.
- Complete the purchase. If the new tickets cost more, you will be asked to pay the difference.
Note: Once the exchange is complete, your original tickets are voided and your new tickets are issued.
Why your order can only be exchanged as a whole
Most orders can be exchanged item by item, but some need to be exchanged all at once. Showpass picks the right option for you automatically. You do not need to choose.
If your order can only be exchanged as a whole, it is usually because of one of these reasons:
- A discount was applied to your order. If you used a fixed-amount discount, or a percentage discount that applied to the whole order rather than individual tickets, the order needs to be exchanged together.
- Your tickets are part of a package or bundle. Package tickets are sold as a set, so they need to stay together during an exchange.
- Your order is a group sale. Group sale pricing is set for the whole order, so individual tickets cannot be exchanged on their own.
- You purchased without a Showpass account. Item-by-item exchanges are only available to logged-in account holders.
None of these stop you from exchanging your tickets. They just mean the whole order is exchanged at once instead of piece by piece. You will still see the exchange option in your order, and the steps above still apply.
If you see a small amount mismatch during your exchange
In a small number of cases, you may try to exchange tickets and see that the total is off by a few cents (usually around $0.01). This blocks the exchange from completing, even though everything else looks correct.
Why this happens: Showpass recently updated how fees and taxes are calculated on each ticket. For events that have been running for a while, some dates use the old calculation and some dates use the new one. When you try to exchange tickets across that change, the math can be off by a cent or two.
What to do: Contact Showpass support using the contact form and let them know you ran into a small amount mismatch during an exchange. Include your order number. The team can resolve the difference for you so the exchange can be completed.
This only affects a narrow set of cases, and we expect it to be fully resolved by early August 2026.
Troubleshooting and FAQs
Why do I not see the Exchange tickets option?
This means the organizer has not enabled ticket exchanges for this event. You will need to contact the organizer directly if you wish to make a change.
Why is my exchange credit not applying?
Make sure you have selected eligible tickets of equal or greater value, from the same organizer. If the credit does not apply automatically, click Apply exchange credit before submitting payment.
Can I exchange just one ticket from my order?
In most cases, yes. When you start an exchange, you will be asked whether you want to exchange the whole order or specific items. If your order can only be exchanged as a whole (for example, because a discount was applied or it was part of a package), Showpass will let you know and walk you through a full-order exchange instead. More on why some orders are exchanged as a whole.
Can I exchange merchandise, add-ons, or other products?
Yes. Products and add-ons follow the same exchange rules as tickets. If your order is eligible for item-by-item exchange, you can swap them individually. Otherwise the whole order is exchanged together.
Can I exchange for tickets to a different organizer's event?
No. Your exchange credit can only be used for events offered by the same organizer that issued your original tickets.
How long does my exchange credit last?
Your credit is valid for one hour from the moment you start the exchange. If you do not complete a new purchase in that time, the exchange is cancelled and your original tickets stay valid.
What happens if my exchange credit expires before I use it?
Your original tickets remain valid and you can start a new exchange any time.
How are fees and taxes handled during an exchange?
The original fees and taxes you paid are included in your exchange credit, and fees and taxes are calculated fresh on the new ticket you select. If the new ticket costs more, you will be asked to pay the difference (including any extra fees and taxes on the upgrade).
The amount I am being asked to pay is slightly off. What should I do?
If you see a small amount mismatch during your exchange, reach out to support and we will resolve it for you.
Can I exchange tickets from the Showpass mobile app?
Yes. The exchange flow works the same way in the Showpass mobile app, on mobile web, and on desktop. Start from your order on the My Orders page.
Need support? Our team is here to help. Get in touch with us by filling out this contact form.