I am running an event
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Getting started with Humanitix
Updating Your Bank Account
Creating a recurring schedule for your event
Quick start guide
Galas & Awards
Conferences & Expos
Music Festivals & Events
How to set up an event with multiple sessions or across multiple dates
Quick start guide for School Organisers
Guide for organisers of post-iso events
Socially distanced seating maps
COVID-19 - What are my options (as an event organiser)?
Frequently Asked Questions
How to set up notifications?
When will my event be paid out?
Why did I get a message "This event is yet to launch"?
How do I unpublish an event?
Something doesn't work? Try these tips!
Swapping a ticket to a new event or date
My attendees can't find their tickets. What can I do?
How do I collect information from my attendees?
Who pays the fees (passing on or absorbing)?
Why have my ticket sales ended?
Why is my event/ticket sold out?
How do I create a bundle deal?
When will my tickets go on sale?
Where do I set up the not-for-profit rate?
How do I issue complimentary/free tickets?
What about GST?
Creating and Using Templates
Collecting data and additional information from your attendees
Privacy - Public vs Private Event
How can I change the number of tickets people can buy?
Customising your event/ticket design
Ticket Resale & Risk-Free Name Changes
Managing VIPs coming to your event
Custom ticket date, time and location
Manage Session Capacities
How to hide the mobile question?
Customising the order confirmation email
Payouts and Payment Options
Why has my event not been paid out yet?
Setting up "Paid by invoice" as an alternative payment option
Adding a GL Code to your payout
Where is the payout receipt/statement?
How to connect Stripe?
How to partially pass on or absorb fees?
Donations & DGR (Tax Deductible) Receipts
Can I delete my events?
What are "pending tickets"?
How to make your event accessible?
How do I duplicate/copy my event?
How do I change my event URL?
Invite & Promote
Manage your online event content using Virtual Event Hub
Introducing: Promotional Hub
How can I showcase all of my events?
Using the Affiliate Tracking Link
Adding 3rd party embeds to event pages
How do I communicate my event's impact?
Hidden Tickets & Access Codes
Manage Orders & Attendees
I need to cancel and/or refund a ticket
How do I add offline/manual ticket sales to Humanitix (such as cash sales)?
I need to cancel my event
I need to postpone my event
Can I delete my orders?
Resending/Downloading tax invoice of ticket purchase
Allow attendees to refund and cancel their own tickets
How to send calendar invites with your webinar links?
Uploading a guest list / multiple attendees
Changing buyer details on the tax invoice (for online orders only)
How do I access all attendee information?
Checking In My Attendees
Removing someone from the attendee/guest list
Apps & Integrations
Using the Humanitix App
Deprecated API V1 Documentation
Analysing Your Events' Traffic and MORE...
Setting up more integrations?
How to sell tickets on your own website?
Setting Up Facebook Integration
How to run a digital event on Humanitix: Reach a global audience without needing a venue
Adding LinkedIn insight tags to your Google Tag Manager
I have been shared full access permission from my colleague, but I can't see the event from my list of events?
Navigating permissions and giving access to your team
On the Day
NSW Discover Vouchers FAQ
I am a ticket holder/purchaser
Where is my ticket/invoice?
I am no longer attending my event. How can I request a refund?
I want to edit my order details (i.e. names on tickets)
I've got a question about the event I'm attending
I don't have a printed ticket and my phone lost/forgotten/dead!
Is my Ticket Purchase secure?
Can I buy tickets from a 3rd party and not on Humanitix?
How to get a tax invoice for your order
COVID-19 update for ticket buyers/holders
Why are my tickets cancelled?
I want to change my booking (to a different time/location/session)
What happens if I accidentally lose/change/delete my ticket?
Was my purchase successful?
Table of Contents
Updated by James Humpherson
We want you to get access to your ticket sales as fast as possible but there might be a few reasons why your event hasn't been paid out.
Your details need to be confirmed
If this is the first event you've run on Humanitix check the email that you signed up and created your event with. We may have tried to get in touch to confirm some details.
If so, follow the provided instructions to book a call with our smiling team to get everything sorted.
If you have not received an email from us keep reading to review other reasons.
Your event has not finished yet (or finished recently)
We process event payouts within 5 business days after your event completion date.
If your event has finished recently it's likely your payout is on the way!
There is nothing you need to do on your end (e.g. stopping sales, letting us know), we'll automatically send your ticket sales to your nominated bank account
Once actioned, you will receive a confirmation email with an attached PDF payout receipt.
Fund transfers are completed within 1-3 business days, subject to bank processing times.
Your bank account details are missing or incorrect
Review your bank account details via the payments and fees > settings page of your event.
You may need to either:
- Nominate your bank account - or -
- Update your bank account information
Get in touch with the team once this has been actioned so we can process these payments for you.
Your payment bounced back
If you've received a payout confirmation email but the funds have not arrived in your account follow the steps above to review your details.
Incorrect bank details will result in the funds being returned to us. We may have tried to get in touch already, but if not, please let us know as soon as possible.
You will need to update your bank account information in order for us to reprocess the payout.
Funds will typically take 1-3 business days to be returned to Humanitix if an account is incorrect and we will need to wait for these funds to return before we can reprocess the payout.
Your event is using Stripe
These funds are in your Stripe account and are not managed by us.
Log into the Stripe account that you have linked to your Humanitix event(s) and follow Stripe's instructions to draw this down into your nominated account.
Your event was postponed or cancelled
The risk of event cancellations and postponements can be quite high right now and we understand that you need time to figure out what to do.
We may have reached out to you in regards to your events postponement/cancellation or you may have gotten in touch with us and in doing so we have paused the payout for your event.
If your event has gone ahead or you've finished processing refunds please let us know so that we can action this remaining payout.
Get in touch with the team if we can help out managing refunds or postponements for your event.
You've asked us to pause your payout
Look for your original email communication with our Humanitix team requesting this hold and reply back for further help
If you're part of a team, contact the account owner or your broader team for any more information.
If none of these answers solve your enquiry or you need to get in touch with the team, send us a support ticket or reach out to us on Live chat after logging in.