Use this article to connect Airwallex as your payment gateway, complete onboarding, and withdraw your ticket sales. Airwallex is an alternative payment gateway that gives you flexible access to 100% of your ticket sales. Connecting Airwallex replaces the Humanitix, Stripe or Pin payment gateways for all card payments on your events.
This article is for event hosts managing their own Humanitix account. Connecting Airwallex changes the payment gateway for your events, so set it up before your tickets go on sale.
How does Airwallex work?
Airwallex collects your card payments and holds them in an Airwallex balance inside your Humanitix account, which you draw down to your bank account when you need to:
Complete a short onboarding application managed by the Airwallex team
Receive confirmation of your Airwallex account and payment terms
Airwallex becomes an available payment gateway for your event(s)
Ticket sales paid by credit or debit card are collected and stored in the Airwallex dashboard of your Humanitix account
Draw down any available funds into your bank account as you need
You do not need to sign up via Airwallex directly, nor log in to their website.
You can manage your ticket sale payments entirely from your Airwallex dashboard in Humanitix.
* Processing times are an estimate given by the Airwallex team. Incorrect or missing documents/data will delay the processing of any application, so please ensure you review all details carefully.
Benefits of Airwallex
✅ Flexible access to funds, with most hosts settling on a 2 to 14 day period (the number of days after a sale before those funds become available)
✅ Most hosts receive 100% access to their ticket sales, avoiding the risk of Stripe withholding funds without adequate reason or warning
✅ Track your available funds and action payments from Humanitix, with no need to make sense of another platform
Settlement terms are confirmed during your application and can vary.
Before you apply
A little preparation makes the Airwallex application much smoother. Before you start:
Check your country is supported. Airwallex is currently available to hosts in Australia, New Zealand, the United Kingdom, the United States, and Europe. Airwallex is adding more countries over time, so if yours is not listed, check with the Humanitix team.
Have your photo ID ready. You will need a passport or driver's licence for identity verification partway through the process.
Gather director details. If your business has more than one director or owner with a 25% or greater stake, you will need a copy of photo ID for each of them.
Not-for-profits and charities
Not-for-profits and charities can use Airwallex, but the process to apply is slightly different. Contact the Humanitix team for this form before you start your application.
How to connect Airwallex
To connect Airwallex with Humanitix, log into your Humanitix account and complete a short onboarding process:
Head to account > advanced on the top menu
Select Airwallex on the left-hand menu
> Direct link hereClick I agree to the terms and conditions
Click connect Airwallex
You will then be taken into the Airwallex onboarding form to begin your KYC and KYB checks (see below). If the form does not appear after you click connect Airwallex, refresh the account > advanced > Airwallex page.
Complete your KYC and KYB checks
Airwallex onboarding includes a KYC (Know Your Customer) and KYB (Know Your Business) check, which verify your identity and your organisation. The form is detailed, so take your time and use the tips below.
Your progress is saved as you go. Each completed step saves automatically, and you can also use save for later partway through a step and return to it.
Key things to get right while completing the form:
Scrolling. The form has more than one scroll area and can feel unresponsive. If the page will not scroll, move your cursor to the grey area and scroll there.
Business location. Enter where your business or entity is registered, not where your events are held.
Entity name. Your entity details pre-fill from a company lookup. Check the result is correct before you confirm it.
Main industry. Always select event ticketing. You do not need to add any additional industry.
Seasonal note
If your event has big spikes in sales (for example, an on-sale), flag it with the Humanitix team as soon as you submit your Airwallex application. This helps Airwallex avoid mistakenly flagging large volume surges as unusual activity.
Sensitive fields. Some fields, such as your revenue or turnover and where you do business, directly affect your settlement terms. An incorrect entry can extend your settlement by 7 to 14 days, so enter these carefully.
Delivery time
This is the average time from the ticket being ordered to the event occurring. "1 month+" will be applicable for most events.
Expected volumes
Expected average transaction = total expected ticket sales ÷ number of expected orders
Expected monthly volume = yearly ticket sales ÷ 12
Expected max transaction amount
This is the largest single order you expect a buyer to make. Set it higher to allow for group bookings or bundle purchases. If this value is too low, larger legitimate orders may be declined.
Identity verification (liveness check)
Partway through, the primary applicant completes a liveness check. You scan a QR code with your phone, follow the on-screen prompts to move your head, and photograph your ID so Airwallex can confirm it matches you. Other directors need to provide ID, but do not need to complete their own liveness check.
During the process, Airwallex may send a request for information (RFI). Check your Airwallex page regularly so you can respond promptly, as an outstanding RFI can hold up your application.
Finish setup before you can be paid out
Onboarding has three parts, and you must complete all three before Airwallex can pay you out:
KYC (Know Your Customer), including the liveness check
KYB (Know Your Business)
SCA (Strong Customer Authentication), which is two-factor authentication on your account
It is common to finish KYC and KYB but miss SCA. Without SCA set up, you cannot receive payouts, so make sure all three are complete.
Once your Airwallex account is approved, the Humanitix team will enable Airwallex as the primary payment gateway for your account or event(s). Please await this confirmation before beginning ticket sales.
How do I receive funds from my Airwallex balance?
Once your onboarding (KYC, KYB, and SCA) is complete and your account is approved, you can transfer available funds from your Airwallex balance. Go to the account > advanced > Airwallex page.
Click the payouts tab and click sweep. Funds will be transferred to your nominated bank account within 1 to 3 business days. You will need to do this manually as funds become available.
You can only sweep funds that are "available". Your settlement period (for example T+7) determines when a ticket sale becomes available, and this is confirmed during your Airwallex onboarding.
When do I get access to funds?
Access to a ticket sale is set by the T+X (transaction settlement) date, which is confirmed during your Airwallex onboarding. T+X is the number of days after the transaction date that you get access to that sale.
For example, if your account is approved for a T+7 settlement period and you make a sale on 1 September, you get access to that ticket sale 7 days later, on 8 September.
Most hosts settle within 2 to 14 days and receive 100% of their funds. In some cases, Airwallex may hold a small portion of funds as a reserve for a longer period. Your exact terms are confirmed during onboarding.
Requests for information (RFIs)
A request for information (RFI) is Airwallex asking for extra detail to keep your account verified and up to date. You may receive one at different times:
During onboarding, before your account is approved
After a particular transaction
Periodically, for example, once during the year or after a change such as a new director
Respond to any RFI promptly to avoid delays to your account or payouts. If you are unsure what is being asked, contact the Humanitix team.
Commonly asked questions
How do I log into my Airwallex account?
How do I log into my Airwallex account?
When using Airwallex through Humanitix, you are not given an Airwallex account that can be accessed via their website. You do not need an Airwallex account to manage your payouts. This can be done via the account > advanced > Airwallex page in Humanitix.