If a sale isn’t showing in your Wallet or your earnings haven’t reached your bank, first open Orders → Sell → Wallet in the Theatr app, or Earnings on the website. Check whether the earnings are missing, still pending, available to transfer, or already transferred. Follow the section below that matches what you see.
I sold tickets, but the earnings aren’t showing in Wallet
Open the sold order under Orders → Sell and check its status and delivery method. If the earnings already appear as Pending, follow the next section instead.
Instant E-Ticket Transfer: The tickets uploaded with your listing are delivered automatically after purchase. You do not need to mark them as transferred.
Other delivery methods: Check that the buyer has access to the correct tickets and any required provider acceptance is complete. If delivery is complete but the order still shows Waiting for ticket transfer, tap I have transferred the ticket(s), upload proof of the completed delivery, and submit the confirmation. See How do I transfer tickets to the buyer? for the steps and proof to use.
If the order already shows Ticket transferred, an Instant Transfer sale is missing, or you cannot submit the confirmation, contact Theatr Support with the order details and any message you see. Let us know what you have already tried so we can check the next step.
My earnings are still pending
Earnings generally become available about two business days after the event, excluding weekends and holidays. While they are pending, they haven’t been sent to your bank.
Check the sold order for an open dispute or a message requiring your attention. Earnings from a disputed order stay pending during the review. See My buyer disputed the order. What happens now?
If the usual release time has passed and there’s no dispute or message explaining the delay, contact Theatr Support with the sold order.
My balance is available, but I can’t transfer it
An available balance still needs to be transferred. Open Orders → Sell → Wallet → Transfer Balance → Direct Deposit via Stripe. If you’re asked to set up payouts first, follow How do I add a payout method?
If a message appears when you try to transfer, use the matching instructions below.
“This bank account is already linked to another Theatr account”
A bank account or card can receive payouts for only one Theatr account. If the other account might be your own old Theatr account, or you think someone used your bank or card details without permission, contact Theatr Support before making changes.
Otherwise, add a different bank account or eligible debit card in your own name that isn’t linked to another Theatr account. Select it as the default payout method, then try Transfer Balance again. You’ll need a different method even if the other Theatr account belongs to a family member.
If the transfer still fails 10 minutes after you selected the new default, contact us with the current error and when you made the change. This also applies if the message has changed to a temporary verification error.
“We couldn’t verify your payout method right now. Try again in a few minutes.”
Wait a few minutes, then try Transfer Balance again. If this error continues for more than one hour, contact Theatr Support. If you recently selected a new default to resolve an “already linked” error, use the 10-minute check above.
For any other error, contact us with the message you see.
I transferred the money, but it hasn’t reached my bank
Sign in to Stripe Express and check the payout’s status, estimated arrival date, and destination account. A completed transfer in your Theatr Wallet does not confirm that the bank deposit has arrived. If you can’t sign in, contact Theatr Support using the details below.
The app estimates two to three days for a bank transfer, though bank processing can take longer. If Stripe asks for more information, complete the instructions in its secure forms.
If Stripe sent the payout more than five business days ago, ask your bank to trace it using the amount, expected date, and payer name (Stripe). If the bank can’t find it, contact Stripe Express Support.
Contact Stripe as well if the payout doesn’t appear in Stripe Express, its arrival date keeps moving after you’ve completed any requested verification, or its status is unclear.
My payout failed
Open the failed payout in Stripe Express and follow the instructions in the failure message. Money returned by the bank goes back to your Stripe balance, not your Theatr Wallet.
If you need to update your payout details, check afterward whether Stripe has scheduled another payout. If no new payout is scheduled or you can’t resolve the failure, contact Stripe Express Support.
My payout went to an old or incorrect bank account
If you don’t recognize the account or suspect an unauthorized change, contact Theatr Support right away and report it to Stripe Express Support.
Changing your payout details won’t redirect money Stripe has already sent. If the payout is still pending, contact Stripe Express Support as soon as possible. If the bank has accepted the deposit, ask that bank whether it can return or redirect it. Stripe’s wrong-account payout guide also covers closed accounts.
How to contact Theatr Support
Open Profile → Settings → Contact Us, or reply in your existing conversation. Include the relevant order or payout, its status, any error message, and what you’ve already tried.
Use Stripe’s secure forms for bank details and identity documents. Don’t send full bank or card numbers, identity documents, passwords, or verification codes in support chat or email.