Why is a ticket purchaser's order not going through?

If a ticket purchaser's order is not going through there are a few settings to check:

Confirm the merchant account settings

For ticket sales to go through the merchant account needs to be:

Connect your merchant account to Cloud

  1. Click on the Financials page in on the left side of Intellitix Cloud
  2. You will now see all of the Merchant Accounts that have been set up for your organization.
  3. If there have been no Merchant Accounts set up for your organization, you will need to click the Create Merchant button in the top right corner.
  4. Once you click it, fill out your Stripe merchant account information. For more details on the information needed here visit our merchant account information article.
  5. Click the Create button in the lower left and the Merchant Account will be added to your list of existing Merchant Accounts.

Connecting your merchant account to the event

  1. To make sure your Merchant Account has been attached to your event you will need to first click on the Events page on the left side of Intellitix Cloud.
  2. Then click on the event you are checking the merchant account for.
  3. Click on Integrations
  4. In the Merchant Account Configuration section confirm you have chosen a merchant account and currency. If you have not, choose it from the list and click Save Changes.

Checking Inventory 

If an item is sold out, or there is not enough inventory remaining to fill the requested amount in the order, it will not go through. How you check inventory will depend on if you have enabled assigned seating or not:

Checking inventory for events without assigned seating

  1. Click Events on the left side of Intellitix Cloud to bring up the event you are looking to check the ticket inventory of.
  2. Click on the event you are looking to check the inventory of.
  3. Then click Tickets
  4. Click the Edit icon next to the ticket type

  1. Confirm the number in the Ticket Inventory field. If the number of tickets sold matches the number in your inventory, then the item is sold out. 


If the sold tickets number is close to the inventory number, other guests may have tickets reserved in their carts. Inventory in carts is either sold if the transaction goes through, or returned to inventory within 15 minutes of the cart’s expiration. If you want to add more tickets for sale, you can adjust the inventory number on the ticket type and then click Save Changes.

  1. Then to find out the number of tickets sold, click Reports on the left side of Intellitix Cloud.
  2. Scroll down to the Ticketing Reports section:
    1. Choose your event, file type and date range.
    2. Make sure you’re getting the Ticket Sales by Type Report.
    3. Click Generate 
  3. A pop-up will appear on your screen to show it’s generating the report, once it’s done click Download to view it.

  1. Once you download you can open the file and see how many tickets you have sold.

Checking inventory for events with assigned seating enabled

  1. Click the Events page on the left side of Intellitix Cloud.
  2. Click on your event.
  3. Click on Seats.
  4. Click on the magnifying glass in your seating chart menu on the right side, this will bring up the chart capacity for your seating chart.

  1. Click on the Reports page on the left side of Intellitix Cloud.
  2. Scroll to Ticketing Reports:
    1. Choose your event, file type, and date range 
    2. Make sure you are generating a Ticket Sales by Type Report
    3. Click Generate
  3. A pop-up will appear indicating the file is generating, once completed click Download.

  1. Now you can open the file to view how many tickets have been sold and compare it with your seating chart.

Guest card issues

 If the payment is still not going through it may be an issue with the guest’s card or financial institution. 

  1. Log in to your Stripe account.
  2. In the search bar at the top of the page type last4: then the last 4 digits of the card the guest is trying to use.

  1. A list of purchases and attempted purchases will appear that match the last 4 that was searched. Find the guest’s attempts by matching the card type under payment method to their card type, their name in the customer column, and the amount of the attempted transaction. Click on one of the clocked or unsuccessful orders that is theirs.

  1. In the Timeline section of the attempted purchase Stripe will give a reason why the order is not going through.

For more information on failed and declined transactions visit Stripe’s article.

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