Dozens of fans were worried about tickets to the Billie Eilish concert

GLENDALE, AZ – Dozens of Billie Eilish fans are worried they won’t be able to make it to the artist’s concert on Friday after being turned away from wristband pickup on Thursday.

ABC15 spoke to fans who spent thousands – some even traveled – hoping to attend the “Hit Me Hard and Soft” tour, but those who bought tickets on sites other than Ticketmaster said they had problems.

“She’s a huge Billie fan,” Kellie Wells said of her 16-year-old daughter Reagan.

Kellie and her friend bought tickets to the show for their three daughters. The group spent hundreds of dollars so the girls could be on the floor.

“My friend got the tickets on StubHub,” Kellie said.

Friday was supposed to be Reagan’s first concert at which she would see her favorite artist live – if she could get in.

“I was going to go to the stadium and wait to get the floor wristbands for the three girls,” Kellie said Thursday.

But she was turned away at Desert Diamond Arena and told it was because the tickets weren’t available on the Ticketmaster app.

Kellie wasn’t the only one – ABC15 spoke to other fans and saw dozens at the arena experiencing the same issues.

The arena’s website details wristband pickup to hold a ticket holder’s spot in line for Friday’s show. However, the website does not mention that tickets must be purchased through Ticketmaster.

“They told us our tickets were invalid and that they wouldn’t honor them,” said one fan who was turned away.

ABC15 reached out to Desert Diamond Arena via email, phone and social media. Approximately seven hours after initial contact, our team received a link to the Ticketmaster website. The link said the tour was limiting tickets “where possible to protect face value ticket exchanges.”

ABC15 reached out to the arena again and asked what solutions there were for ticket holders.

After being turned away at the arena, Kellie tried calling StubHub.

“And they said, ‘We can’t imagine why this arena is giving you problems,'” the Valley mom said. “Can you get us something that shows the tickets are invalid?”

The Wells family called ABC15 seeking help.

“We don’t want our money. We want to see Billie Eilish,” Kellie said.

She and others told ABC15 Thursday night that they planned to wait in line early Friday morning to find out what’s next.

ABC15 crews at the arena Friday morning were greeted by a growing crowd of fans hoping to resolve their ticket issues before the show.

Billie Eilish fans lined up early for Friday’s concert after the ticket dilemma

StubHub sent ABC15 a statement with solutions for Friday’s show:

“Ticketmaster has largely restricted transfers for this event, preventing tickets from being added directly to customers’ Ticketmaster accounts. However, buyers can access the event with a valid barcode URL link.”

·We have successfully helped thousands of ticket holders gain access to this specific tour using this ticket type and we are confident that the links provided will provide access to the event. The tickets are rotating barcodes and as long as the barcode continues to rotate, the tickets remain valid for entry.

We have one FanProtect guarantee This is intended to give buyers peace of mind that when they place an order they will be able to attend an event or get their money back.

If customers have any problems entering the venue, they can contact our customer service.

StubHub has a global team that comprehensively monitors ticket delivery methods and ticket fulfillment and keeps customers up to date on their ticket orders. We believe ticket buyers and sellers should have flexibility, and portability is key to this.

Consumers should always have the opportunity to purchase a freely transferable ticket at the point of first sale.

They should not be penalized or discriminated against for transferring, reselling or purchasing a resold ticket on the platform of their choice, and terms and conditions that prevent sellers from doing this are unreasonable.”