🚫 My payment won’t go through

Are you trying to buy a ticket, but your payment isn't going through?

This can happen for different reasons, including issues with your card or bank, authentication requirements, or temporary instabilities.

👉 My payment is refused

A payment can be refused for several reasons that are usually related to your card, bank, or payment authentication.

Here are some common situations to check:

• 💳 Insufficient funds or available credit: make sure your card has enough available balance or limit for the purchase.
• 🏦 The bank didn't approve the payment: your bank may have declined the transaction automatically. This can happen for security reasons, spending limits, or restrictions on online purchases.
• 🔐 3D Secure authentication: some payments require you to confirm the purchase through your bank's app or authentication page. Make sure you complete this step before it expires.
• 📅 Expired or blocked card: check that your card is valid and hasn't been blocked.
• 🌐 Online purchase restrictions: some cards need to be enabled for online or international purchases.
• 💳 Card not supported: depending on the payment provider, some prepaid, virtual, or international cards may not be accepted.

If possible, try another card or payment method available at checkout.

💡 It could also be a temporary technical issue, so don't forget to:

1. Refresh the page if you're using the website.
2. Update the Shotgun app to the latest version.
3. If you're using the app, try purchasing from the Shotgun website instead.
4. If you're using the website, try another browser. Avoid private/incognito browsing.
5. If possible, try another card or payment method.

If you've checked the points above and your payment is still being refused, contact the Shotgun Care team so we can investigate what happened.

What we need from you:

• The email address associated with your Shotgun account;
• The event name;
• The payment method you're trying to use;
• The exact error message, if any;
• The step where the payment fails;
• Whether you're using the Shotgun app or website;
• Your device and, if relevant, browser;
• A screenshot of the error, if possible.

👉 I see an error message

Error messages usually give you a clue about what is preventing you from completing your purchase. Start by following the instructions in the message or check the situations below.

💳 “Payment refused” or similar

Your payment was not approved. Check the common payment issues above, including:

• Available balance or credit limit;
• Whether your bank approved the transaction;
• Online purchase restrictions;
• Card validity;
• 3D Secure authentication;
• Whether the card is supported.

If you've checked these points and still can't complete the payment, contact the Shotgun Care team with the information listed above so we can investigate.

🎟️ “This ticket is restricted”, "Maximum quantity" or similar

If the message refers specifically to the ticket you're trying to purchase, the issue may not be related to your payment.

Some tickets can have restrictions defined by the organizer, such as:

• A maximum number of tickets that can be purchased per account or order;
• Guest or member list restrictions;
• Reduced-price ticket requirements;
• Other eligibility conditions.

For example, if you've reached a purchase limit, the organizer may have set a maximum number of tickets that can be purchased by the same account.

In this case, see: 🎟️ I'm not being allowed to buy a specific ticket deal for more information.

❓ The error message doesn't explain what I should do

If you don't understand the error message or you've followed the instructions but still can't complete your purchase, contact the Shotgun Care team.

Please include:

• The exact error message;
• The event and ticket you're trying to purchase;
• The email address associated with your Shotgun account;
• The payment method you're using;
• A screenshot of the message, if possible;
• Whether you're using the Shotgun app or website;
• Your device and, if relevant, browser.

This will help us understand whether the issue is related to the payment, the ticket, or something else preventing the purchase.

👉 The order was cancelled before I could pay or right after I paid

When you start a purchase, you have a limited amount of time to complete the order. 

The standard time limit is 10 minutes, but it may be reduced to 5 minutes during some event launches.

If you don't complete the purchase within this time window, the order won't go through and will be automatically cancelled.

In some cases, you may see a payment captured or charged even though the order was cancelled. If this happens, the payment will be refunded according to the payment provider's processing time.