Seeing more than one payment entry can be confusing. An extra entry may be a temporary authorization rather than a second completed charge. Check your order and the status of each bank entry before attempting another payment.
If two charges have completed for one order, or a completed charge has no matching order, Theatr Support can help check what happened.
How do I check whether I was charged twice?
Open Orders → Buy and look for the purchased order. An accepted offer still awaiting payment is not a completed purchase.
Compare the order total with the amount and date of each entry in your bank or card activity.
Check whether each entry is pending, completed, reversed, or refunded.
These statuses mean different things:
Pending: Funds may be temporarily reserved. The entry has not settled as a completed charge and may disappear if the authorization is released.
Completed or posted: The payment has settled. Two posted charges for one order need review.
Reversed: An authorization or payment was undone. Your provider may take time to update your available funds.
Refunded: A completed payment has been returned or is being returned. A released authorization is different from a refund.
Why might I see more than one entry?
Possible reasons include:
A payment attempt did not complete and you tried again.
Your bank authorized payment before checkout was finished.
Your bank displays the same purchase in both pending and completed activity.
You authorized payment when sending an offer through the earlier Make Offer process, or attempted checkout after an offer was accepted.
In the pay-after-acceptance Make Offer flow, sending an offer does not itself charge you or place a hold. Payment happens when you complete checkout after acceptance. If an offer closed without a payment attempt, do not assume an unfamiliar bank entry came from it. See How does Make Offer work? for the two offer experiences.
How long does an authorization hold take to disappear?
For an earlier offer that was declined, canceled, expired, or countered, the original authorization is released. The pending amount usually disappears within one to five business days, depending on your bank or card provider.
The provider controls when those funds become available again; Theatr cannot speed up that release. If the hold is still pending after five business days, contact your bank or card provider.
If that hold is using funds you need to pay for a counteroffer, you can use another available payment method at checkout or contact your provider about the hold. First check that you do not already have a completed order.
When should I contact Theatr Support?
Contact us if:
Two completed charges appear for one order.
A completed charge appears but no purchased order is visible under Orders → Buy.
The charged amount does not match the order.
You cannot tell whether checkout succeeded or what a payment entry relates to.
Include the event name and performance date, the amount and date of each entry, a screenshot showing its status, and the last four digits of the payment method. If you already have a support conversation, send those details there.
Do not send your full card number, bank account number, password, or verification code. While the payment status is unclear, wait for it to be checked before paying again.