Follow these quick troubleshooting steps to help resolve any issues with purchasing tickets or navigating Humanitix event pages.
Tickets are sold out, or your discount code or access code doesn't work
Ticket, discount code, and access code availability are set by the event host.
Some tickets may simply no longer be available.
If the ticket type you are looking to purchase appears as sold out or join waitlist, then no tickets are currently available.
Some tickets may be "pending" if other visitors have added them to their cart. You can try returning later to see if any unsold tickets have become available.
For any further questions about ticket availability, discount code or access code usage where you believe they should still be available, please contact the event host.
Note: Humanitix does not manage the events hosted on our platform directly; therefore, unfortunately, the Humanitix support team cannot give access to ticket allocations or discounts without direction from the event host.
Issues loading the event page, blank pages, and unresponsive buttons, or navigation issues
In many cases, issues accessing an event page can be solved by troubleshooting the device or browser you're using:
1. Update your browser
Outdated browser versions might be incompatible with the latest version of Humanitix and are often a cause for display or formatting issues
How to find out your browser version
2. Close and restart your browser
Yes - this really works. Completely close the browser on your computer or mobile and try accessing the event page.
Browser instances that have been open too long can also cause issues.
3. Clear your browser's cache (hard refresh)
Clearing your stored or "cached" data on your browser can help ensure you're running on the latest 'version' of Humanitix and the event page. Updates are constantly being made, so outdated data can cause issues.
While on the Humanitix event page, or the events' website, use the following keyboard shortcuts or refer to the browser-specific instructions:
PC (Windows/Linux) users:
Hold down CTRL and click the Reload button in your browser.
OR, hold down CTRL and press F5 on your keyboard
MAC (Apple) users :
Hold ⇧ SHIFT and click the Reload button in your browser.
OR, hold down ⌘ CMD and ⇧ SHIFT keys and then press R on your keyboard.
See the steps for clearing the cache for these common browsers:
For iOS devices (iPhone, iPad)
Safari: Follow this guide from Apple
For Android devices
Chrome: Follow this guide from Google
4. Try a different browser
Recurring issues may arise from an incompatible browser or browser version. The quickest troubleshooting is to try a different browser.
While most browsers are support we typically recommend Chrome, Firefox, or Edge.
5. Try a different device
If you're using a mobile, try your laptop or computer, or vice versa.
You receive a "Your checkout time has expired" message
Every event has a "checkout timer", which is visible in the top right of the checkout page. This is the time limit you have to complete your checkout before your tickets are restocked. You must then reattempt your order.
If you are struggling to complete a long list of questions, please contact the event host directly to request that the checkout time be extended. This is controlled by the event host.
If you are immediately receiving the same "Checkout time has expired" please follow the steps to clear your browser's cache and try again. We would also recommend making sure your device's date/time settings are accurate.
You receive a "Failed to make payment" message
If you see this error, your credit or debit card was likely declined. Check to make sure the following information is entered correctly and try again:
Card Number — Card numbers are usually 16 digits long.
Expiry date — If your card has expired, you will need to use a different card.
CVV — This is the 3-digit security code on the back of your card.
If your credit or debit card is still being declined:
Contact your bank or credit card company
Try using a different card
Any "pending" authorisation on your card should be removed from your account within 1-7 business days. Note this varies between banks and card issuers.
I can't proceed to the next step
If you are at the Select Tickets stage
If the "continue" or "pay another way" button appears 'greyed-out' make sure you have added at least one ticket or donation to your order.
If you are at the Enter Details stage
Make sure you have answered all required questions.
If you are unable to enter your Postcode
If your postcode or zip code contains both letters and numbers (alphanumeric), such as those from Canada or the UK, try placing your order on a desktop computer rather than a mobile device. Desktops typically allow alphanumeric postcodes to be entered.