There can be a variety of reasons why a payment might decline or return an error during the ticketing process. By reviewing the specific error message provided by the payment processor, you can identify what’s preventing the transaction from going through and offer helpful guidance to assist your attendees in successfully completing their orders.
When a payment isn’t completed, your TicketSpice report may display different error statuses, such as Abandoned, Declined, Gateway Error, or Pending. Each status gives insight into what may have occurred during the payment process. If you would like to learn more about the different statuses in TicketSpice, click here.
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Look up Your Declined Transaction from the Orders Screen
Pro Tip: You can easily find transactions with a specific status by using the Status filter next to the search bar. This allows you to quickly view only the orders that match the status you're looking for.
From the Pages screen, click the Orders tab in the top menu bar
Search for the attendee's name, order number, or billing email in the search box if needed
Click the eye icon next the order you want to look up
Scroll down to the Linked Transactions section
Click the eye icon next to the transaction
Scroll down, and click the Show Gateway Details button
In this dropdown, check the Gateway Message - this will show you why the transaction was declined
Look up Your Declined Transaction from the Transactions Tab
Pro Tip: You can easily find transactions with a specific status by using the Status filter next to the search bar. This allows you to quickly view only the transactions that match the status you're looking for.
From the Pages screen, hover over the Reports tab in the top menu bar
Select Transactions
Search for the billing name, order number, or billing email in the search box if needed
Click the eye icon next to the declined transaction you want to look up
Scroll down, and click the Show Gateway Details button
In this dropdown, check the Gateway Message - this will show you why the transaction was declined
