Bad Bunny fans were reportedly turned away from a concert in Mexico City on Friday night, after issues surrounding tickets being cancelled by Ticketmaster despite being valid.
The gig took place at the 87,000-capacity Estadio Azteca, where fans reported that their tickets were called fake or duplicated by security, or had been cancelled by Ticketmaster.
According to a report from CNN, some fans had their tickets confiscated at check-in because security believed they were fake. However, the fans told CNN that their tickets had the green check mark that proved they were genuine.
In a statement on Twitter, Ticketmaster Mexico said: “Ticketmaster apologises to fans and announces refunds to legitimate ticket-holders who were unable to access today’s [Friday] Bad Bunny concert.”
The ticketing platform also said that the issues surrounding access were the consequence of an unprecedented number of fake tickets produced by bots, which resulted in larger crowds than normal.
Ticketmaster then said: “This generated confusion and made it difficult to enter the stadium, with the unfortunate consequence that some legitimate tickets were denied entry.”
Fans that purchased legitimate tickets through official channels but were unable to access the concert will be fully reimbursed, but must be able to show electronic proof that they were unable to enter the stadium.
Ticketmaster has also contacted Mexico’s Federal Consumer Attorney (PROFECO) to clarify facts before responding to affected consumers. The platform said that it will work with PROFECO to stamp out the use of fake tickets and to punish those who create and sell them.