If you haven’t received a ticket payment you were expecting, we're here to help.
What should I do If I haven’t received payments?
Check which of your online payment accounts is linked to your event to take your payments.
Head to 'Events' and open the event you're expecting payments from.
Head to 'Edit events and tickets'.
Scroll down to 'Event settings', and look for the heading: 'Payment settings'.
The payment accounts selected here are where payments may have gone for this event. If you're using more than one account, your payments may be split between two accounts, eg. 70% of payments into your Stripe account, and 30% to your PayPal account.
Check which Stripe, Square or PayPal account is connected to your Ticket Tailor Box office.
Go to 'Settings'>'Payment systems'. Here you'll see your connected accounts, the email you used to log in to those accounts, and your unique account IDs.
Search for the missing payments in Your Payment Processor
Look for ticket payments in your Stripe, Square, or PayPal account by date or amount to confirm successful transactions.
You can also search by an order's transaction ID.
To find this go to 'Orders', and open the order you're looking for payment for.
At the top of the order you'll see a heading 'Payment methods' listing the account it was paid in to. The number in brackets is the payment ID. If your payment processing account is still connected to Ticket Tailor, and you're logged in to both, clicking this transaction ID will take you directly to the transaction in your payment processing account.
Check payout timelines in your Stripe, Square or PayPal account, to make sure your missing payments are not waiting to be transferred to your bank account.
Log into your Stripe, PayPal or Square account to see if there are any pending verification steps, or failed transactions, relating to your account. (If there are and you need help with this, contact Stripe, PayPal or Square support directly as needed).
Make sure your bank account details in Stripe, PayPal or Square are accurate.
💡 If you still need help after checking the above, reach out to Ticket Tailor customer support via hi@tickettailor.com