Understanding Payment Failures & Troubleshooting

Payment failures happen when an attendee attempts to pay but the transaction doesn’t complete. EventHex logs all failed payments so you can diagnose issues and assist attendees.

View Payment Failures

Payment failures are logged automatically. To view them:

1. Go to Registrations → Orders in your event.
2. Filter by Payment Status → Failed to see failed orders.
3. Click on a failed order to see details including:
   • Attendee name and email
   • Ticket type and amount
   • Error reason and error code
   • Gateway transaction ID
   • Timestamp

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Common Failure Reasons

Error	Cause	Solution
Card declined	Insufficient funds, expired card, or bank block	Ask attendee to try a different card or contact their bank
Authentication failed	3D Secure / OTP verification not completed	Attendee needs to complete the bank’s verification step
Payment timeout	Attendee took too long on the payment page	Ask them to retry — the session expired
Gateway error	Temporary issue with Razorpay/Stripe	Wait a few minutes and retry
Currency not supported	Gateway doesn’t support the event currency	Check gateway currency settings
International payment blocked	Gateway not configured for international cards	Enable international payments in gateway settings
Duplicate payment	Attendee clicked pay multiple times	Check if one attempt succeeded; refund duplicates

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What Happens After a Failure

When a payment fails:

1. The attendee sees an error message on the checkout page
2. They can retry the payment immediately
3. The failed attempt is logged in Orders with a Failed status
4. No registration is created — the attendee is not confirmed
5. No confirmation email or WhatsApp is sent

Note

Failed payment orders do not count toward ticket capacity. The ticket quantity remains available for other buyers.

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Helping an Attendee

If an attendee reports a payment issue:

1. Go to Registrations → Orders and search for their email.
2. Check if they have a Failed order — note the error reason.
3. Based on the error:
   • For card issues: ask them to try a different payment method
   • For timeout: send them the ticket registration link to retry
   • For gateway issues: verify your API keys are still valid
4. If they paid but the order shows as failed (rare), check your gateway dashboard (Razorpay/Stripe) for the transaction status.
5. If the payment was actually captured, manually add the registration and confirm.

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Prevent Payment Failures

Action	How It Helps
Enable multiple payment methods	Gives attendees alternatives if one method fails
Use test mode first	Catch configuration issues before going live
Keep API keys current	Expired or rotated keys cause all payments to fail
Enable international payments	Required for cross-border card transactions
Monitor gateway status	Check Razorpay/Stripe status pages during high-traffic periods

Tip

Set up webhook notifications in your payment gateway to get real-time alerts when payments fail. This helps you proactively reach out to attendees who had issues.

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Abandoned Checkouts

Some attendees start the checkout process but never complete payment. These show up as Pending orders. Common reasons include:

• Checkout form was too long
• Unexpected pricing or fees
• Technical issues with the payment method
• Attendee got distracted and forgot to return

Consider following up with attendees who have pending orders — a reminder email can recover lost registrations.