Your earnings first become available in your Theatr Wallet. You can then transfer the available balance through Stripe to your bank.
Open Orders → Sell → Wallet in the Theatr app and follow the section that matches what you see. On the website, open Earnings to check your balances.
My earnings are still pending
Earnings usually become available about two business days after the event, excluding weekends and holidays. While they are pending, they aren’t ready to transfer to your bank.
An open dispute or a payout hold can delay release. The earnings stay in Pending during that time. Check the sold order and any messages from Theatr. For a disputed order, see My buyer disputed the order. What happens now?
If the usual release time has passed and you can’t find an explanation for the delay, contact Theatr Support with the order details.
My earnings are missing from Wallet
The earnings never appeared after the sale
Open the sold order under Orders → Sell and check its delivery status:
Instant E-Ticket Transfer: The uploaded tickets are delivered automatically after purchase. You don’t need to mark them as transferred.
Other delivery methods: If the order still says Waiting for ticket transfer, confirm delivery in Theatr after the buyer can access the correct tickets and any required provider acceptance is complete. Follow How do I transfer tickets to the buyer? for the confirmation steps and proof to upload.
If delivery is already confirmed, an Instant E-Ticket Transfer sale is missing, or you can’t submit the confirmation, contact Theatr Support.
The earnings disappeared from Pending
In the app, look for the same order under Completed in your Wallet. Earnings move out of Pending when they become available, so check your Available balance and transfer history to see where the money is now.
If a refund is deducted from your earnings, a full refund removes the order’s earnings and a partial refund reduces the amount you keep. If you received a refund email or notification from Theatr, check it for the amount removed or your revised earnings.
Your order can show You canceled even when Theatr processed the refund. That label alone doesn’t mean you requested the cancellation.
If you need the reason for a refund or still can’t find the earnings, contact Theatr Support with the order details.
My balance is available, but I can’t transfer it
If you’ve already requested a transfer, check its status in Stripe Express before trying again. If you can’t confirm what happened, contact Theatr Support.
To transfer an available balance:
Open Orders → Sell → Wallet.
Tap 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 transfer error appears, use the guidance below.
“This bank account is already linked to another Theatr account”
Contact Theatr Support before making changes if you believe this message is incorrect, the other account could be an old Theatr account of yours, or someone used your bank or card details without permission.
Otherwise, add a different bank account or eligible debit card in your own name that isn’t linked to another Theatr account, and select it as your default payout method. Return to Theatr and try Transfer Balance again.
If it 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”
Wait a few minutes and try Transfer Balance again. Contact Theatr Support if the error continues for more than one hour.
If you 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.
My transfer hasn’t reached my bank
Sign in to Stripe Express and open the payout to check its status, expected arrival date, and destination account. A completed transfer in your Theatr Wallet doesn’t confirm that the bank deposit has arrived.
Complete any verification requested by Stripe through its secure forms. If you can’t sign in, contact Theatr Support.
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.
If no payout appears in Stripe Express, contact Theatr Support to check the transfer. If a payout is listed but its status is unclear or its arrival date keeps moving after you complete verification, contact Stripe Express Support.
The payout failed
Follow the failure message in Stripe Express. Money returned by the bank goes back to your Stripe balance.
If you update your payout details, check afterward whether another payout has been scheduled. If none is scheduled or you can’t resolve the failure, contact Theatr Support.
The payout went to an old or incorrect bank account
If you don’t recognize the account or suspect an unauthorized change, contact Theatr Support and report it to Stripe Express Support right away.
Changing your payout details won’t redirect money already sent. Contact Stripe Express Support as soon as possible if the payout is still pending. If the receiving bank has accepted it, ask that bank whether it can return or redirect the funds. See Stripe’s guide to payouts sent to the wrong bank account for more help, including closed accounts.
How to contact Theatr Support
Open Profile → Settings → Contact Us, or reply in your existing conversation. Include the order or payout, its status, any error message, and what you’ve already tried.
Keep bank details and identity documents in Stripe’s secure forms. Don’t send full bank or card numbers, identity documents, passwords, or verification codes in support chat or email.