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Why is my event not paid out?
Why is my event not paid out?

Key tips for making sure you receive your event sales on time.

Updated over a week ago

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:

πŸ“ž 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 our smiling team to get everything sorted.

If you have not received an email from us, keep reading to review other reasons.

πŸ“† Your event has not finished yet (or finished recently)

We process event payouts within 5 business days after your event completion date

We payout events after the event has gone through to help make processing refunds easy through the Humanitix system

If your event has finished recently, it's likely your payout is on the way!

There is nothing you need to do on your end (e.g. stopping sales, letting us know), we'll automatically send your ticket sales to your nominated bank account.

Once actioned, you will receive a confirmation email with an attached PDF payout receipt.

Fund transfers are completed within 1-3 business days, 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 either:

  • Nominate your bank account

  • Update your bank account information

Get in touch with the team once this has been actioned so we can process these payments for you.

❌ Your payment bounced back

If you've received a payout confirmation email but the funds have not arrived in your account, follow the steps above to review your details.

Incorrect bank details will result in the funds being returned to us. We may have tried to get in touch already, but if not, please let us know as soon as possible. Contact us via the chat bubble on the bottom right.

You will need to update your bank account information in order for us to reprocess the payout.

Funds will typically take 1-3 business days to be returned to Humanitix if an account is incorrect and we will need to wait for these funds to return before we can reprocess the payout.

Note: There is no guarantee we will be able to recover funds transferred to an incorrect account, so please ensure your details are correct.

πŸ¦“ Your event is using Stripe

These funds are in your Stripe account and are not managed by us.

Log into the Stripe account linked to your Humanitix event(s) and follow Stripe's instructions to draw this down into your nominated account.
Check if your event is linked to your Stripe account by heading to payments and fees > gateways.

πŸ˜₯ Your event was postponed or cancelled

The risk of event cancellations and postponements can be quite high right now, and we understand that you need time to figure out what to do.

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.

Get in touch with the team if we can help out managing refunds or postponements for your event.

⏯ You've asked us to pause your payout

Look for your original email communication with our Humanitix team requesting this hold and reply back for further help.

If you're part of a team, contact the account owner or your broader team for any more information.

If none of these answers solve your enquiry or you need to get in touch with the team, log in and reach out to us via the chat bubble on the bottom right!


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