Failed payments
What happens when a patron's card is declined during campaign conversion.
When a producer converts a campaign, all saved cards are charged. Some charges may fail. Here's what happens.
Why payments fail
A charge can fail for several reasons:
- Expired card — the card has passed its expiration date since the promise was made.
- Insufficient funds — the card doesn't have enough available balance.
- Bank decline — the cardholder's bank rejected the charge.
- Card removed — the payment method is no longer valid.
What happens to the patron
If your card is declined during conversion:
- You'll receive an email notifying you that the payment could not be processed.
- Your promise is marked as failed.
- Your tickets are not reserved.
Once a campaign is converted, failed charges cannot be retried automatically. Contact the event producer directly if you'd like to arrange an alternative payment.
What happens to the producer
Failed charges do not block the conversion of a campaign. The conversion continues for all other promises.
Your conversion summary email will show the number of successful and failed charges separately:
- Tickets charged — promises that were successfully charged.
- Failed charges — promises where the payment could not be processed.
Your payout is based only on successfully charged promises.
How to prevent failures
For patrons: Make sure the card you use when making a promise will still be valid on the campaign's deadline. If your card is about to expire, consider cancelling your promise and making a new one with an updated card.
For producers: Convert your campaign promptly after reaching the threshold. The longer the gap between when cards are saved and when they're charged, the higher the chance of expired cards or changed payment methods.