Checkout Troubleshooting: Declined Cards, Timers, and Missing Emails

Most checkout problems have a quick fix. This article covers the ones buyers hit most, in the order they usually appear — from the cart to the confirmation email.

My card was declined

Card payments are processed by Stripe, and a decline comes from your card's bank — not from EventPassHero. To get through:

• Re-enter the card number, expiration date, security code, and ZIP code carefully — a single digit off causes a decline.
• Try a different card, or a different method shown at checkout: Apple Pay, Google Pay, or Cash App Pay.
• If your bank texts you a fraud check, approve it and try the payment again.
• For large orders, your card may have a per-purchase limit — your bank can lift it, or split the purchase into two orders if ticket limits allow.

The reservation timer ran out

When tickets enter your cart, they're reserved for about 10 minutes — the countdown shows at the top of the cart. If it expires before you finish paying, your tickets (and any seats you picked on the seat map) are released for other buyers. Reload the event's cart and select again; at busy on-sale times, have your payment details ready before you start.

"The Stripe payment processing setup has not been completed"

This message means the event's organizer hasn't finished their payment setup, so paid checkout is temporarily unavailable for that event. It's on the organizer's side — contact the event host at the email shown in the message, or try again later.

My promo code won't apply

See Using a promo code — codes are event-specific and can expire, run out of uses, or cover only certain ticket types.

I paid but got no email

Your tickets are emailed the moment payment completes, with the subject Ticket Order Success and your order number.

• Check your junk/spam folder — the confirmation notes this is where it sometimes lands.
• Confirm you typed your email correctly at checkout — a typo sends tickets to the wrong address.
• Use the Lost your tickets? card on the event page to resend, or see every recovery option in Where are my tickets?

I was charged but the page errored

If the confirmation page didn't load after payment, check your email first — if the Ticket Order Success email arrived, your order went through. If there's no email within a few minutes and your card shows a charge, contact the organizer or reply to any EventPassHero email with your name, event, and the charge amount so support can locate the order.

Last updated 2026-08-14 · All FAQs & video tutorials