Ticketmaster Commits to Ed Sheeran Refunds After Massachusetts AG Demand

Ticketmaster has committed to allowing refunds for Ed Sheeran’s two upcoming Gillette Stadium concerts after the Massachusetts Attorney General’s Office demanded that consumers be given a clear way to get their money back following sweeping changes to the tour lineup.

Attorney General Andrea Joy Campbell announced the agreement Thursday, one day after TicketNews reported that some customers were successfully obtaining refunds for the Sept. 25 and 26 shows despite there being no public announcement telling ticketholders that option was available.

The new announcement puts an official process — and a tight deadline — around those refunds. The Attorney General’s Office says consumers who purchased through Ticketmaster can request a refund by contacting Ticketmaster Customer Service at 1-800-653-8000 or through the company’s online customer-service channels.

Ticketmaster is asking that refund requests be submitted at least 24 hours before the ticketed show begins. Both Gillette concerts are currently listed by Ticketmaster for 8 p.m., meaning customers seeking refunds for Friday’s concert should make their requests by 8 p.m. Thursday, while the corresponding deadline for Saturday’s show would be 8 p.m. Friday.

“After hearing from nearly 200 consumers who were struggling to obtain refunds from Ticketmaster for Ed Sheeran’s shows at Gillette Stadium this weekend, my office jumped into action to demand that consumers be provided a clear path to get their money back if they no longer want to attend due to significant changes to the lineup,” Campbell said.

“I encourage anyone who wants a refund to act quickly and submit their request at least 24 hours before showtime.”

Complaints Jump From 25 to More Than 170

The state’s intervention follows a sharp increase in consumer complaints surrounding the two concerts.

The Attorney General’s Office told TicketNews last Friday that it had received at least 25 complaints from consumers seeking refunds for the Gillette dates. Thursday’s release says that number has now grown to more than 170 consumer complaints, while Campbell characterized the number of affected consumers contacting her office as nearly 200.

After receiving those complaints, the AGO sent Ticketmaster a letter challenging the application of its standard policy covering changes to opening acts.

Ticketing terms generally allow an event’s supporting lineup to change without automatically triggering refunds. The Massachusetts office did not argue that every opening-act change requires reimbursement. Instead, it said the scale of the changes surrounding the Loop Tour made this situation different.

“In this case, changing nearly all of the acts and performers at the same time constitutes such a dramatic change in the service that Ticketmaster’s reliance on the purchase policy appears unfair,” the AGO wrote.

The letter also reminded Ticketmaster that unfair or deceptive commercial practices can violate the Massachusetts Consumer Protection Act.

According to the Attorney General’s Office, Ticketmaster responded by informing the state that the event organizer will allow refunds for tickets purchased through Ticketmaster for both Gillette Stadium concerts.

That wording is notable: Ticketmaster is processing the requests, while the AGO describes the underlying refund authorization as coming from the event organizer.

Refund Question Followed Major Loop Tour Changes

The dispute emerged after the lineup originally marketed for Sheeran’s Gillette Stadium concerts largely fell apart.

Gillette’s 2026 concert schedule had initially advertised Macklemore, Lukas Graham and Aaron Rowe alongside Sheeran for the Sept. 25 and 26 dates.

Macklemore was subsequently removed from the remaining stadium dates after multiple venues objected to his continued participation following his pro-Palestinian remarks and performance of “Hind’s Hall” during Sheeran’s MetLife Stadium shows. Sheeran later confirmed that venues had threatened upcoming concerts if Macklemore remained on the bill, while saying the ultimate decision to remove him was made by promoter Messina Touring Group.

Aaron Rowe and Lukas Graham subsequently withdrew from scheduled appearances, while Finneas also pulled out of planned support dates and Sheeran collaborators Beoga left the tour.

The resulting uncertainty over refunds first surfaced ahead of Sheeran’s Sept. 19 Philadelphia concert, where TicketNews found customers receiving refunds upon request even though the concert remained scheduled. Similar reports subsequently emerged from Massachusetts customers this week, but as of Wednesday there still had been no broad public announcement establishing that Gillette buyers could obtain refunds.

Thursday’s AGO announcement changes that.

It does not, however, say whether Ticketmaster or the event organizer is separately contacting every purchaser to notify them of the accommodation. The release also specifically addresses tickets purchased through Ticketmaster and does not establish a refund process for tickets purchased through other resale marketplaces.

Consumers who encounter problems obtaining a refund can also file a complaint directly with the Massachusetts Attorney General’s Office online or call its consumer hotline at 617-727-8400.

Questions Remain for Later Loop Tour Dates

The Massachusetts agreement also leaves unresolved whether similar refund accommodations will be offered for Sheeran’s remaining U.S. concerts. Following the Gillette dates, the Loop Tour is scheduled to visit Atlanta, Indianapolis, Charlotte, Arlington, Texas, Hollywood, Florida, and Tampa through Nov. 7.

Ticketmaster is the official primary seller for each of those markets except Arlington, where SeatGeek handles primary ticketing. The tour’s official FAQ continues to state that sales are final and that customers who change their minds are not entitled to refunds.

There are already indications that the issue may extend beyond Massachusetts. A Charlotte ticketholder reported being denied a refund earlier this month and said a complaint had been filed with the North Carolina Attorney General’s Office, while multiple subsequent commenters reported successfully obtaining refunds for the Oct. 17 show this week. In Atlanta, at least one customer reported being denied a refund as recently as Sept. 18. Those accounts are anecdotal, and TicketNews has not found a public announcement establishing a refund policy for the remaining tour dates.