BARRIO – Bad Bunny fans with tickets purchased through Ticketmaster were left stranded outside his sold-out concert in Mexico City Friday night (December 9) when security claimed that numerous people had fake, duplicated tickets, or canceled tickets. Hundreds of fans were denied entry to the venue, the 80,000-plus capacity Estadio Azteca, and images from the concert on social media depicted large swaths of empty seats at the sold-out show.

In a statement posted to the verified Ticketmaster Mexico account, the company apologized to ticket holders, claiming an “unprecedented” number of false tickets overwhelmed its systems, legitimate ticket-holders were denied entry, and that refunds would be provided to ticket holders if their electronic records showed they were unable to enter the stadium. Estadio Azteca issued its own statement, stating that Ticketmaster’s system reported tickets that were duplicated or falsified, and to “guarantee the safety” of attendees, all of those tickets were canceled.

Billboard ran a report on the incident at Estadio Azteca, quoting one fan who had traveled a long distance and paid hundreds of dollars to attend the concert, only to be turned away at the entrance.

Recent shows on Bad Bunny’s World’s Hottest Tour rank among the most lucrative concerts in history. Billboard reports he sold more than 944,000 tickets and grossed more than $232 million from 21 concerts in 15 cities—more than $10 million per show.