Digital Ticket Theft Leaves Atlanta Fans Frustrated Ahead of Major Events

ATLANTA — As Atlanta prepares to host the College Football Playoff National Championship, the reliance on digital tickets has left some fans vulnerable to theft and frustration. Stone Mountain resident Tonya Pinner experienced this firsthand when her Ticketmaster tickets for an Atlanta Hawks game were transferred out of her account without her authorization.

“I received an email from Ticketmaster letting me know that I had transferred my tickets to someone,” Pinner said. She had been planning to attend the game with her grandson at State Farm Arena but discovered the tickets were gone. Pinner, who had no knowledge of the recipient, turned to 11Alive News Investigates for help after repeated attempts to resolve the issue with Ticketmaster’s customer service.

Cybersecurity expert Andy Green of Kennesaw State University explained the vulnerability. “As soon as I have your credentials, as far as the system is concerned, I am you,” Green said. He pointed to a cybersecurity incident Ticketmaster faced in May 2024, though the company denied that passwords were exposed. Ticketmaster stated that compromised data may have included emails, phone numbers, and encrypted credit card information for some North American customers.

Ticketmaster emphasized that digital tickets have reduced fraud compared to paper tickets and duplicated PDFs. A spokesperson said, “Having that digital history is also how we can investigate the situation and restore fans’ tickets in nearly every case, with most getting confirmation that their tickets were recovered within 48 hours.” The company also advised fans to use strong, unique passwords and enable two-factor authentication for added security.

However, 11Alive found that Ticketmaster’s two-factor authentication is only required for certain actions, such as changing account details or transferring tickets. Initial logins still rely solely on usernames and passwords, a practice Green criticized. “Everybody is moving to second-factor authentication the moment you log into your account,” he said. “We want to be sure that you are who you say you are when you enter your account.”

Despite the challenges, ticket swiping incidents remain rare at Atlanta’s major venues, including State Farm Arena and Mercedes-Benz Stadium. In Pinner’s case, her re-issued tickets failed to scan at the gate, but box office staff helped her secure new seats. Still, her trust in Ticketmaster has been shaken. “I think it’s on them to protect us,” she said. “Ticketmaster wouldn’t be where they are today without the consumers.”

Ticketmaster advises fans to contact their support team if tickets are lost, stolen, or compromised. Meanwhile, the company continues to invest in security enhancements to safeguard against evolving scams.