Customer Help Center

Card Charged Incorrectly or More Than Once

Last Updated: Jan 04, 2015 06:33PM PST
If your online banking account is showing a pending transaction for a failed ticket purchase - or is showing multiple pending transactions for a single ticket purchase - we HAVE NOT charged your card incorrectly (except in very rare cases, usually involving hitting the 'Refresh' or 'Back' browser buttons during the checkout process.  Please read below, for details on how/why your bank is holding those funds, only temporarily.  

In roughly 95% of all such cases, here's what happened:  When our credit card processing company attempted to settle the transaction, it was declined due to an address verification mismatch.  

When transactions fail for this reason, they have this as a Transaction Status:
"Declined (Authorization with the card issuer was successful but the transaction was declined due to an address or ZIP code mismatch with the address on file with the card issuing bank based on the settings in the Merchant Interface.)"

This type of failed transaction never completed and we didn't receive the funds.

Sadly, even a declined transaction causes your bank to "hold" the funds - if it was "authorized" before it was declined.  We never got the funds for any failed transaction, but the bank is holding them until the "authorization" expires.

The full explanation is in this article:

So, unless the transaction changes from 'Pending' to 'Cleared', we didn't charge you incorrectly (which is why you didn't get a receipt for an incorrect purchase), but your bank is holding your money and you'll get it back from them - in the next couple weeks.  Kind of a funky policy, we know.  We've checked with other vendors, and haven't found any card processing solution that has a way around this annoying issue, in cases like this.

This is not at all our policy!  We are sorry for any inconvenience this may cause, but hopefully it's some comfort to now know where that money is.  If there's anything else we can help with on this, don't hesitate to contact our Support staff!  

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