Selling tickets? If money is missing from Pending in your Theatr Wallet, see Why haven’t I received my payout? This article covers charges on your card or bank account.
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, contact us and we’ll check what happened.
How do I check whether I was charged twice?
Open Orders → Buy and look for the purchased order.
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. If you see two posted charges for one order, contact us.
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, or started checkout for a seller’s counteroffer.
How does Make Offer affect my payment activity?
Sending an offer authorizes payment and places a temporary hold on your payment method. If the seller accepts, payment is processed automatically. Check Orders → Buy for the confirmed purchase and compare it with your bank activity.
If the seller declines or counters, or the offer is canceled or expires, the original hold is released. Your bank may continue to show it as pending until it updates your available funds.
If you don’t recognize a charge, check Orders → Buy, then contact us with the amount and date. See How does Make Offer work? for sending and managing offers.
How long does an authorization hold take to disappear?
Once an authorization is released, the pending amount usually disappears within one to five business days, depending on your bank or card provider.
Your bank or card provider decides when the funds become available again. If the hold is still pending after five business days, ask them to check it.
If that hold is using funds you need to pay for a counteroffer, first check Orders → Buy to make sure you haven’t already completed the purchase. Then you can use another available payment method at checkout or ask your provider about the hold.
When should I contact you?
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.
For your security, share only the last four digits of your card or bank account number, and keep the full number, your password and verification codes private. While the payment status is unclear, wait for it to be checked before paying again.