We want you to get access to your ticket sales as fast as possible, so read below on why your event might not have been paid out yet
Event transacted on the Humanitix payment gateway are typically paid out with 2-5 business days of the event end date.
Your details need to be confirmed
If this is the first event you've run on Humanitix check the email that you signed up and created your event with. We may have tried to get in touch 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
Event payouts are processed within 2-5 business days of the event end date.
We payout events after the event has gone through in case of any cancellations or refunds that need to be processed through the Humanitix system.
If your event has finished recently, it's likely your event payout is about to made. This payout will be made 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 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 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 page of your event to review the bank account nominated for that event. 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 get in touch already, but if not, contact the Humanitix support team as soon as possible via the messenger after logging in.
Note: There is no guarantee we will be able to recover funds transferred to an incorrect account, so please ensure your details are correct.
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 reached out to you in regards to your event postponement/cancellation or you may have gotten in touch with 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 needed more time to process refunds or arranage bank account details, you have the option to 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 in the past to request a pause on your event payout. You must contact the Humanitix support team to remove this pause and process your payout.