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Only for paid events. A free event needs no payment setup at all — registration costs you nothing and neither fee applies.To charge for tickets, connect Stripe before you publish. Paid ticket categories cannot sell, and no payout can be made, until your Stripe account shows a green Complete status in Settings → Payment & Ticket Fees. Connecting is a one-time job per organizer, not per event:
  1. Go to Settings → Payment & Ticket Fees and start the Stripe connection. TixFix hands you off to Stripe.
  2. On Stripe’s side, provide your business details, the person responsible for the account, and the bank account that will receive payouts. Stripe may ask for identity verification documents.
  3. Back in TixFix, confirm the Stripe Account panel reads Complete.
The mistake to avoid: publishing a paid event and starting promotion before the connection is finished. If the status reads incomplete, your paid categories simply can’t sell while people are looking at the page.See Connect Stripe.
Your choice, set per event. The settings page puts it plainly: you can cover the fees yourself or pass them on to your attendees, and customize the option for each event.
  • Absorb — attendees see the clean ticket price; you receive the ticket price minus fees.
  • Pass on — attendees pay ticket price plus fees at checkout; you receive the full ticket price.
Absorbing looks better on the event page and converts more cleanly, particularly on low-priced tickets where the fee is a visible share of the total. Passing on protects your margin. A common split is to pass fees on for general admission and absorb them on premium tiers, where the ticket price carries the cost more comfortably.Whichever you choose, remember it when reading your numbers later: if you absorbed fees, your dashboard’s Net Sales will sit noticeably below the Gross figure in Reporting.See Service and processing fees.
They cover different things and are charged on different units.The service fee (2% + 0.49)isTixFix′s,charged∗∗perticket∗∗.The∗∗paymentprocessingfee∗∗(2.90.49) is TixFix's, charged **per ticket**. The **payment processing fee** (2.9% + 0.30) covers card transaction costs and is charged per order. On a four-ticket order the service fee applies four times, the processing fee once.A worked example on a single $25 ticket:
  • Service fee: 2% of 25=25 = 0.50, plus 0.49→∗∗0.49 → **0.99**
  • Processing fee: 2.9% of 25=25 = 0.73, plus 0.30→∗∗0.30 → **1.03**
  • Total fees: $2.02
Absorb them and the attendee pays 25.00whileyoureceive25.00 while you receive 22.98. Pass them on and the attendee pays 27.02whileyoureceive27.02 while you receive 25.00.Both rates are shown, along with your Stripe connection status, in Settings → Payment & Ticket Fees. The per-ticket versus per-order distinction is the thing to hold onto when estimating costs for group bookings.See Service and processing fees.
A fee of your own, separate from the platform fees above. The control sits at the top of the event wizard’s Tickets step: Custom Service Fee — Set your service fee (%) for ticket sales. Excludes the 2% platform fee added automatically at checkout.Click Add Custom Service Fee and set a percentage. It is charged on top of the ticket price and is yours, not TixFix’s — organizers use it to recover venue or production costs without raising the headline ticket price.The caution: it stacks with the standard fees. An attendee sees the ticket price, your custom service fee, and the platform fees, so a large custom fee makes the total at checkout noticeably higher than the advertised price. Set it with the final checkout total in mind, not just the headline.See Service and processing fees and Ticket types and pricing.
On the schedule set on your Stripe account, because Stripe, not TixFix, moves the money to your bank. For most new accounts Stripe holds the first payment for a short period before releasing funds, then settles on a rolling basis after that.Two preconditions have to hold before any payout can happen: your Stripe account shows Complete in Settings → Payment & Ticket Fees, and the bank details you gave Stripe during onboarding are verified.Because the schedule lives on the Stripe side, the authoritative view is your Stripe dashboard, which shows each payout with its status, amount, and expected arrival date. Donations collected through donations arrive on the same schedule, through the same account.See Payouts.
Stripe sometimes clears an account to take payments while still holding payouts pending verification — the account is complete enough to charge cards but Stripe wants documents before it releases funds. This is especially common on newer accounts.Work through it in this order:
  1. Open your Stripe dashboard and look for a banner asking for documents or bank details. That’s usually the whole story — supply what’s asked and the funds release.
  2. Confirm your status still reads Complete in Settings → Payment & Ticket Fees.
  3. Check the payout schedule itself on the payouts page — a new account’s first payout is held for a short period by design, so “no money yet” can simply mean “not due yet”.
The mistake to avoid is waiting and hoping. A verification request doesn’t resolve itself; the sooner you send the documents, the sooner the money moves.See Payouts and Connect Stripe.
A failed payout almost always means Stripe couldn’t reach your bank account, or Stripe needs information it hasn’t received. Work through these in order:
  1. Check your Stripe dashboard for a banner requesting information or documents.
  2. Verify the bank details on file — a closed account or a mistyped account number is the most common cause.
  3. Check for a verification hold — Stripe may need identity documents before releasing funds on a newer account.
  4. Confirm your TixFix Stripe status still reads Complete in Settings → Payment & Ticket Fees — if it doesn’t, reconnect.
Once the underlying issue is fixed, Stripe retries the payout automatically on the next cycle — you don’t need to trigger anything manually. The mistake to avoid is fixing the bank details but ignoring an open document request; either one unresolved keeps the payout stuck.See Payouts.
Open their order from the guest list for the event and cancel the ticket. You can cancel a single ticket from a multi-ticket order without touching the rest. The refund returns to the card that paid, through Stripe, and usually takes several business days to appear — tell the attendee that up front or they’ll chase you.A cancellation touches several things at once:
  • Capacity — the seat returns to the pool and can be sold again.
  • Your next payout — refunds reduce it; if the payout already settled, the amount comes out of subsequent revenue. See Payouts.
  • Your sales report — revenue and tickets sold both drop. See Sales reports.
  • Promoter commission — if a promoter sold the ticket, the commission on it is no longer earned. See Promoter payouts.
  • The ticket itself — the QR code stops being valid and scans as invalid at the door.
See Transfer or cancel a ticket. If the attendee has found someone to take their place, a transfer keeps the revenue and fills the seat — usually the better outcome for both sides.
No, and this catches people out more than anything else in the money flow.Your Stripe payout is ticket revenue minus the TixFix and Stripe fees, adjusted for refunds. Promoter commission never leaves that balance automatically. TixFix tracks it — in the COMMISSION column on your roster and in the Commission owed card, labelled Pending payout — but you settle it yourself from the Payouts tab on the Promoters page.Practically: before treating a payout as profit, open Promoters, filter Showing for: to the event, and check Commission owed. That figure is a real liability that will never appear in your Stripe balance. And settle it after your refund window closes, not the morning after the event — commission on a refunded ticket isn’t earned, and paying early means chasing money back.See Promoter payouts and Payouts.
Because three screens deliberately report three different things:
  • Reporting shows Gross — total revenue before fees. See Sales reports.
  • Your dashboard shows Net Sales — after fees.
  • The Promoters page shows Gross revenue, labelled Pre-fees — before fees, and covering promoter-attributed sales only.
So the Promoters figure will not match your dashboard, and neither will match your bank. When you’re reconciling, work from what Stripe actually settles: gross, minus the TixFix and Stripe fees (unless passed to attendees), minus refunds, is roughly your Stripe payout — and promoter commission then comes off separately, outside Stripe.See Service and processing fees and Sales detail and exports for the full reconciliation chain.
Yes. In Settings → Payment & Ticket Fees, under the account status, the panel reads If you’d like to use a different account, you can unlink the current account. Click it, confirm, then connect the new account following the normal steps.Unlinking affects how future sales are processed and where future payouts land, so don’t do it while an event is actively selling. Finish the event and confirm its payout has cleared to your bank first — switching mid-sale puts you in the position of reconciling one event across two Stripe accounts.See Connect Stripe.
Still stuck? Email contact@tixfix.ai with your event name and a screenshot.