Payouts for events on the default Humanitix payment gateway are automatically processed 2-5 business days after the event's end date.
You will receive a payout confirmation email once the payout has been actioned.
Make sure to check the email address associated with your Humanitix account, and any junk or spam folders, if you cannot locate this email.
I have received a payout confirmation email from Humanitix
Once you receive a payout confirmation email from Humanitix, your payout is now subject to bank processing times. This means you should likely receive your event payout into your bank account around 1-3 business days after your confirmation email.
If you have received a confirmation email but cannot locate the event payout:
Your payout was processed on a weekend
Payouts are processed on business days only. For example, if your event was paid out on Saturday, your payout would start processing on Monday.
Your payout was delayed due to a bank holiday
Payouts are processed on business days only. Bank holidays or other public holidays may delay the processing time of any event payout. If you have received a payout confirmation email on a weekend or around a bank holiday, note that the bank will process your payout from the next business day.
For example, a bank holiday is on Monday. If your event was paid out on Saturday, your payout will only start processing on Tuesday.
Refer to the list of bank holidays in your region to see if your payout could be affected.
Your payout has 'bounced back' because of incorrect bank details
If you have received a payout confirmation email but the funds have not arrived in your account, it could be due to incorrect bank details, such as an incorrect bank account number.
Navigate to the payments and fees > settings > payouts page of your event to review the nominated bank account. If your details are incorrect, update your bank account.
Funds are typically returned to Humanitix within 1-3 business days. We may have tried to contact you, but if not, contact the Humanitix support team as soon as possible via the messenger after logging in.
Note: There is no guarantee we can recover funds transferred to an incorrect account, so please ensure your details are correct.
I have NOT received a payout confirmation email
If you have not received a payout confirmation email from Humanitix for your event, it could be due to the timing of your event or your event settings.
Your details need to be confirmed
If this is your first event on Humanitix, check the email address on your account. We may have tried to contact you to confirm some details.
If you missed our call/email, follow the instructions in the email to book a call with the Humanitix team.
If you have not received an email from us, keep reading to review other reasons.
Your event has not ended or ended too recently
Payouts are automatically processed 2-5 business days after the event end date.
Payments are processed post-event to ensure funds are available to cover any cancellations or refunds that must be actioned.
If your event has just finished, your payout will be made shortly. Payouts are actioned automatically, and you will receive a confirmation email with an attached PDF payout receipt. You do not need to request this payout from Humanitix.
Upon receipt of your event payout confirmation email. Fund transfers may take 1-3 business days to reach your account, subject to bank processing times.
Your bank account details are missing or incorrect
Review your bank account details via the payments and fees > settings > payouts page of your event. You may need to:
Nominate your bank account
Update your bank account information
Contact the Humanitix support team via the messenger after you have updated your bank account details so we can process this payout as soon as possible.
Your event is connected to a Stripe gateway
If your event is connected to Stripe, all ticket sales are passed directly into your Stripe account and are not managed by Humanitix. You can check the status of your funds and manage your payouts via your Stripe dashboard.
Check if your event is linked to your Stripe account by heading to payments and fees > gateways on your event.
If you have multiple Stripe accounts, please review which account has been connected.
Your event was postponed or cancelled
We may have tried to contact you about your event postponement/cancellation, or you may have contacted us, and in doing so, we have paused the payout for your event.
If your event has gone ahead or you've finished processing refunds, please let us know so we can action this remaining payout.
Note: If your event has been postponed, we will payout the event when the new event date rolls around.
You have set a delay on your payout
If you need more time to process refunds or arrange bank account details, you can delay the event payout more than the standard 2 business days.
You can review this delay via the payments and fees > settings page on your event.
You can reduce this figure (to a minimum of "2"), and this payout will be included in the next sweep of payouts, or contact the Humanitix support team.
You've asked us to pause your payout
You may have contacted the Humanitix team to request a pause on your event payout. You must contact the Humanitix support team to remove this pause and process your payout.