The platform, once a haven for scalpers, now faces a wave of disgruntled customers, with many reporting long delays and unfulfilled refunds.

Three hours before the U.S. played Paraguay in the World Cup in June, Ricky Zaragoza was standing outside SoFi Stadium in Inglewood, Calif., with his father and no tickets. He had waited for this day since March 2025, when he paid $2,162.90 for a pair of seats as a birthday gift for his dad.

Four days earlier, Zaragoza had called online ticketing platform Stub Hub to say his tickets still weren’t in the FIFA app. The company promised replacements by noon the next day. An anxious Zaragoza spoke with Stub Hub at least 10 times in calls that spanned nearly three hours in the days leading up to the game. Each time, he said, he was told not to worry. Zaragoza’s frustration grew as each conversation ended with assurances that the issue would be resolved promptly, yet the ticket never arrived.

At kickoff, Zaragoza was still without tickets. He approached the stadium’s guest‑services window. The incident highlights broader concerns about the reliability of digital ticketing services and the challenges of managing high‑volume events like the World Cup. This case underscores the need for clearer communication and timely resolution from ticket platforms.