Before paying again, check Orders → Buy and your card activity.
Selling tickets? For money missing from “Pending” in Wallet, see Why haven’t I received my payout?
Your payment didn’t go through
If your Buy Now or counteroffer checkout fails, you can retry only if the purchase isn’t in Orders → Buy and there’s no completed charge. Check that the tickets are still available and, for a counteroffer, that it hasn’t expired. Then try checkout again with the same or a different payment method.
If your card keeps being declined, your card issuer can help you check why. If the error keeps appearing or your issuer asks you to check with Theatr, see “Get help” below.
We’re confirming your payment
This screen (or “We’re still confirming your payment status”) means the app hasn’t been able to confirm your payment yet. Don’t pay again while it’s being confirmed or if your card shows a completed charge without an order. Check Orders → Buy. If the status stays unclear or you still can’t find the order, see “Get help” below.
Check unexpected or duplicate charges
Open Orders → Buy and find the purchased order.
Compare its total with the amount and date of each bank or card entry.
Check each entry’s status:
“Pending”: The entry hasn’t settled as a completed charge. It might be a temporary hold.
“Completed” or “posted”: The payment has settled.
“Reversed”: An authorization or payment was undone. Your provider might take time to update your available funds.
“Refunded”: A completed payment has been or is being returned. A released hold is different from a refund.
A bank can authorize payment before checkout finishes. You might see entries from an earlier attempt, or the same purchase in both pending and completed activity.
Holds from offers
Sending an offer authorizes payment and places a temporary hold on your payment method. If the seller accepts, payment is processed automatically.
If the seller declines or counters, or the offer is canceled or expires, the original hold is released. Your bank can still show it as pending while it updates your available funds.
If the offer page says “We have issued a refund to your original payment method”, this is the same hold being released, not a separate refund. See How does Make Offer work? for sending and managing offers.
When a released hold disappears
Once released, a pending amount usually disappears within one to five business days. Your bank or card provider decides when the funds become available again. If it’s still pending after five business days, ask them to check it.
If the hold is using funds you need for a counteroffer, first check Orders → Buy to make sure you haven’t already bought the tickets. You can then use another available payment method or ask your provider about the hold.
Get help
If the steps above don’t resolve your payment problem, contact us. Contact us too if two completed charges appear for one order, you see a charge you don’t recognize, or the amount doesn’t match your order.
Tell us the event and performance date, whether you used Buy Now, Make Offer or a counteroffer, when you tried, and any error. For a charge, include its amount, date and status, plus the payment method’s last four digits.
You can include a screenshot with sensitive details hidden. Don’t send full card or bank account numbers, security codes, passwords or verification codes.