🛠️Payment Troubleshooting

Solving Common Payment Issues

Having trouble with payments on Clubly? This guide covers the most common payment problems and how to fix them quickly.

🎯 Quick Diagnosis

Are you a...

Event Host? Jump to Host Payment Issues Ticket Buyer? Jump to Buyer Payment Issues

🎤 Host Payment Issues

"Please Complete Stripe Onboarding"

Problem: You haven't finished setting up your Stripe Connect account.

Solution:

  1. Go to Dashboard → Settings → Payments

  2. Click "Complete Stripe Setup"

  3. Fill out all required information:

    • Business details

    • Bank account information

    • Identity verification

    • Tax information

  4. Submit and wait for approval (usually instant)

Why Stripe? Clubly uses Stripe for secure payment processing. You need a Stripe Connect account to receive payouts.

Required Information:

  • Legal business name (or personal name)

  • Business address

  • Tax ID (SSN for individuals, EIN for businesses)

  • Bank account details for payouts

  • Photo ID for verification

"Payouts Disabled"

Problem: Your Stripe account is not approved for payouts.

Common Causes:

  1. Incomplete Verification

    • Missing documents

    • Identity not verified

    • Bank account not confirmed

  2. Additional Information Needed

    • Stripe needs more documentation

    • Check your email from Stripe

    • Log into Stripe Express dashboard

  3. Account Under Review

    • New accounts may be reviewed

    • Unusual activity detected

    • Risk assessment in progress

How to Fix:

1. Go to Dashboard → Settings → Payments
2. Click "View Stripe Dashboard"
3. Check "Requirements" section
4. Upload any requested documents
5. Wait for approval (24-48 hours usually)

Check Account Status:

  • ✅ payoutsEnabled: true - Good to go!

  • ❌ payoutsEnabled: false - Action required

"Transfer Failed"

Problem: Money was collected but transfer to your account failed.

Possible Reasons:

  • Bank account details incorrect

  • Account closed

  • Routing number wrong

  • International transfer issues

Solution:

  1. Update Bank Info:

    • Go to Stripe Express Dashboard

    • Settings → Bank Accounts

    • Update or add new account

    • Verify with micro-deposits

  2. Contact Stripe Support:

    • They can retry failed transfers

    • Help resolve bank account issues

    • Provide detailed error logs

  3. Check Your Bank:

    • Ensure account accepts ACH deposits

    • Not blocked or frozen

    • Details match exactly

Important: Failed transfers don't disappear! Your money is held securely and will be retried once you fix the account issue.

"Platform Fee Too High"

Understanding Clubly Fees:

  • Platform Fee: 10% + $0.99 per ticket

  • Stripe Fee: ~2.9% + $0.30 (absorbed by Clubly)

  • You Receive: Full ticket price (Clubly keeps the platform fee)

Example:

Ticket Price: $50.00
Platform Fee: $5.99 (10% + $0.99)
Customer Pays: $55.99

You Receive: $50.00
Clubly Keeps: $5.99
Stripe Fee: Paid by Clubly from the $5.99

This is better than competitors:

  • Eventbrite: 3.7% + $1.79 + $15-$159/mo subscription

  • POSH: 10% + $0.99 (similar)

  • Clubly: 10% + $0.99 + $0/mo subscription ✅

"Payout Delayed"

Normal Payout Timeline:

  • Standard: 24-48 hours after event

  • Instant: Available for verified accounts

Delays Can Be Caused By:

  1. First Payout

    • Stripe reviews first transaction

    • Can take 7-10 days

    • Normal security measure

  2. Large Transaction

    • High-value events reviewed manually

    • Usually cleared within 2-3 days

  3. Risk Assessment

    • Unusual activity flagged

    • Multiple refunds

    • Chargebacks

Check Payout Status:

  1. Dashboard → Payments → Payouts

  2. See estimated arrival date

  3. Track transfer status

Speed Up Payouts:

  • Complete full Stripe verification

  • Build transaction history

  • Maintain low chargeback rate

  • Respond to Stripe requests quickly

🎫 Buyer Payment Issues

"Card Declined"

Most Common Reasons:

  1. Insufficient Funds

    • Check account balance

    • Try a different card

    • Contact your bank

  2. Card Blocked

    • Bank flagged as suspicious

    • Call bank to approve transaction

    • Common for online purchases

  3. Incorrect Card Details

    • Card number wrong

    • Expiration date incorrect

    • CVV code wrong

    • ZIP code doesn't match

  4. Card Type Not Supported

    • Some prepaid cards don't work

    • Try regular credit/debit card

What to Try:

✅ Double-check all card details
✅ Try a different payment method
✅ Contact your bank
✅ Use a different card
✅ Try again in a few minutes

"Payment Failed - Try Again"

Problem: Generic payment error.

Quick Fixes:

  1. Refresh the page and try again

  2. Clear browser cache and cookies

  3. Try a different browser (Chrome recommended)

  4. Disable browser extensions (especially ad blockers)

  5. Check internet connection is stable

Still Not Working?

  • Try from a different device

  • Use mobile app instead

  • Contact support with error details

"Payment Processing"

Problem: Payment stuck in "processing" state.

This is usually normal!

  • 3D Secure authentication in progress

  • Bank verification required

  • Can take 1-5 minutes

If Stuck Over 10 Minutes:

  1. Don't click "Pay" again (creates duplicate charges)

  2. Refresh the page to check status

  3. Check your email for confirmation

  4. Contact support if truly stuck

"Already Purchased This Ticket"

Problem: System detected duplicate purchase attempt.

Reasons:

  • You already bought tickets for this event

  • Multiple tabs open (submitted twice)

  • Payment processed but confirmation didn't load

What to Do:

  1. Check your email for confirmation

  2. Check Dashboard → My Tickets

  3. Look for charge on your card

  4. If charged but no ticket, contact support immediately

"Event Sold Out"

Problem: Tickets sold out while you were checking out.

Unfortunately, someone else got the last ticket(s). Try:

  • Check for additional release of tickets

  • Join waiting list (if available)

  • Watch for refunds (tickets may become available)

  • Contact event host about adding more tickets

💳 Payment Method Issues

Supported Payment Methods

Clubly accepts:

  • ✅ Visa, Mastercard, American Express, Discover

  • ✅ Apple Pay

  • ✅ Google Pay

  • ✅ Cash App Pay

  • ✅ Stripe Link (save payment info)

Not Currently Supported:

  • ❌ PayPal

  • ❌ Cryptocurrency

  • ❌ Bank transfers (for tickets)

  • ❌ Klarna, Afterpay

  • ❌ International payment methods (some countries)

Apple Pay Issues

"Apple Pay Not Available"

Requirements:

  • Safari browser (on iOS/Mac)

  • Card added to Apple Wallet

  • Face ID / Touch ID enabled

  • Supported device

Fix:

  1. Add payment card to Apple Wallet

  2. Enable Face ID in Settings

  3. Use Safari (not Chrome/Firefox)

Google Pay Issues

"Google Pay Not Working"

Requirements:

  • Chrome browser

  • Android device OR Chrome on desktop

  • Card saved in Google Pay

  • Location services enabled

Fix:

  1. Save card to Google Pay app

  2. Use Chrome browser

  3. Allow location access when prompted

🔄 Refund Issues

Requesting a Refund

Host Allows Refunds:

  1. Go to Dashboard → My Tickets

  2. Find the ticket

  3. Click "Request Refund"

  4. Follow the prompts

Refund Timeline:

  • Approved: 5-10 business days to your card

  • Stripe processing: 7-10 days typical

  • Some banks slower than others

"Refund Request Denied"

Reasons:

  • Past the refund cutoff date

  • Host's no-refund policy

  • Event already happened

  • Ticket already checked in

Options:

  • Contact event host directly

  • Try to transfer ticket to someone else

  • Dispute with bank (last resort)

"Refund Delayed"

Normal Processing Time: 5-10 business days

If Longer:

  1. Check with your bank (they may be holding it)

  2. Verify card is still active

  3. Check correct payment method received refund

  4. Contact support with refund ID

🚨 Fraud & Security Issues

Suspicious Transaction Blocked

Problem: Stripe's fraud detection flagged your purchase.

This happens when:

  • IP address doesn't match billing address

  • Using VPN or proxy

  • Card from different country than event

  • Multiple failed attempts

  • Known fraudulent pattern

How to Complete Purchase:

  1. Turn off VPN/proxy

  2. Use your regular IP address

  3. Match billing address to card

  4. Contact your bank to approve

  5. Try from trusted device

For Legitimate Purchases:

Unauthorized Charge

See a Clubly charge you don't recognize?

First, Check:

  • Did someone in household make purchase?

  • Check all emails for confirmation

  • Look up the charge code/ID

If Truly Unauthorized:

  1. Contact Clubly Support IMMEDIATELY

  2. We'll Investigate

    • Verify if charge is legitimate

    • Refund if fraudulent

    • Secure your account

  3. Contact Your Bank

    • Report fraud

    • Get card replaced

    • Dispute the charge

Important: Don't dispute the charge with your bank BEFORE contacting us. We can usually resolve it faster and it won't hurt our relationship with payment processors.

🔍 Testing & Development

Test Mode Issues

For Developers:

If you're testing Clubly's payment integration:

Test Credit Cards:

  • 4242 4242 4242 4242 (success)

  • 4000 0000 0000 9995 (insufficient funds)

  • 4000 0000 0000 0002 (card declined)

Test Expiration: Any future date Test CVV: Any 3 digits Test ZIP: Any ZIP code

Production vs Test: Ensure you're using correct Stripe keys for environment. Never use test keys in production!

📊 Payment Analytics Issues

Missing Transaction Data

Problem: Payments not showing in dashboard.

Possible Causes:

  • Browser cache issue

  • Delay in syncing from Stripe

  • Webhook delivery failed

Solution:

  1. Refresh page and clear cache

  2. Wait 5-10 minutes for sync

  3. Check Stripe dashboard directly

  4. Contact support if missing after 1 hour

Incorrect Payout Amounts

Problem: Payout doesn't match expected amount.

Check For:

  • Platform fees deducted correctly (10% + $0.99)

  • Refunds processed

  • Partial payouts (multiple transfers)

  • Currency conversion fees (if international)

Verify Calculation:

Total Sales: $500.00
Tickets Sold: 10 × $50.00

Platform Fees: 10 × $5.99 = $59.90
Your Payout: $500.00 - $0 = $500.00

(Platform keeps the $59.90 collected from buyers)

🆘 Contact Payment Support

When to Contact Support

Immediate Support Needed For:

  • Unauthorized charges

  • Missing funds

  • Failed high-value transaction

  • Stuck payments over 1 hour

  • Account locked/suspended

What to Include

For Faster Resolution, Provide:

  1. Account Details:

    • Email address

    • User ID (if known)

    • Stripe account ID (if host)

  2. Transaction Info:

    • Date and time

    • Amount

    • Last 4 digits of card

    • Order number / Transaction ID

    • Error message (exact text)

  3. Evidence:

    • Screenshots of error

    • Email confirmations

    • Bank statement showing charge

Support Channels

  • 📧 Email: [email protected] (24/7, response within 2-4 hours)

  • 💬 Live Chat: In dashboard (instant response)

  • 📱 Phone: 1-800-CLUBLY1 (9 AM - 6 PM EST)

Priority Level:

  • 🔴 Payment failures: High Priority (2-4 hour response)

  • 🟡 Payout questions: Medium Priority (12-24 hours)

  • 🟢 General questions: Normal Priority (24-48 hours)

🔄 Related Articles

Still stuck? Our payment specialists are available 24/7 at [email protected]

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