> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tixfix.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Payments FAQ

> Answers to common questions about Stripe, fees, payouts, and refunds

<AccordionGroup>
  <Accordion title="Do I need Stripe to use TixFix?">
    Only for paid events. Free events need no payment setup at all.

    To charge for tickets, connect Stripe before you publish — paid categories can't sell until your Stripe account shows **Complete**.

    See [Connect Stripe](/payments/connect-stripe).
  </Accordion>

  <Accordion title="Who pays the fees, me or the attendee?">
    Your choice, set per event. Absorb them and attendees see the clean ticket price while you receive less; pass them on and attendees pay ticket price plus fees while you keep the full amount.

    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.

    See [Service and processing fees](/payments/fees).
  </Accordion>

  <Accordion title="Why are there two different fees?">
    They cover different things and are charged differently.

    The **service fee** (2% + $0.49) is TixFix's, charged **per ticket**. The **payment processing fee** (2.9% + $0.30) covers card costs and is charged **per order**.

    On a four-ticket order the service fee applies four times, the processing fee once.

    See [Service and processing fees](/payments/fees).
  </Accordion>

  <Accordion title="When do I get paid?">
    On the schedule set on your Stripe account. New accounts typically wait a short period for the first payout, then settle on a rolling basis.

    The authoritative view is your [Stripe dashboard](https://dashboard.stripe.com/payouts), which shows each payout with its status and expected arrival date.

    See [Payouts](/payments/payouts).
  </Accordion>

  <Accordion title="My sales are working but no money has arrived.">
    Stripe sometimes clears an account to take payments while still holding payouts pending verification.

    Open your [Stripe dashboard](https://dashboard.stripe.com) and look for a banner asking for documents or bank details. That's usually the whole story.

    See [Payouts](/payments/payouts).
  </Accordion>

  <Accordion title="A payout failed. What now?">
    Almost always Stripe couldn't reach your bank account or needs information. In order:

    1. Check your [Stripe dashboard](https://dashboard.stripe.com) for a request for information.
    2. Verify the bank details on file — a closed account or mistyped number is the usual cause.
    3. Check for a verification hold on newer accounts.
    4. Confirm your TixFix Stripe status still reads **Complete**.

    Stripe retries automatically once the issue is fixed. See [Payouts](/payments/payouts).
  </Accordion>

  <Accordion title="How do I refund an attendee?">
    Open their order from the [guest list](/attendees/guest-list) and cancel the ticket. The refund returns to the card that paid, through Stripe, and usually takes several business days to appear — tell the attendee that or they'll chase you.

    Refunds reduce your next payout. See [Transfer or cancel a ticket](/attendees/transfer-or-cancel).
  </Accordion>

  <Accordion title="Is promoter commission taken out of my payout automatically?">
    No, and this catches people out.

    Your Stripe payout is ticket revenue minus TixFix and Stripe fees. Promoter commission is tracked separately and settled by you from the Promoters page. Check **Commission owed** before treating a payout as profit.

    See [Promoter payouts](/promoters/promoter-payouts).
  </Accordion>

  <Accordion title="Can I use a different Stripe account?">
    Yes. In `Settings → Payment & Ticket Fees`, click **unlink the current account**, then connect the new one.

    Don't do this while an event is actively selling. Finish the event and confirm its payout has cleared first.

    See [Connect Stripe](/payments/connect-stripe).
  </Accordion>
</AccordionGroup>

<Info>
  Still stuck? Email [contact@tixfix.ai](mailto:contact@tixfix.ai) with your event name and a screenshot.
</Info>