In this guide, you'll learn how to add or update your payment method on file for TicketSpice and how to view and print invoices.

If you’re using our in-house payment processor, Webconnex Payments, any ticketing and credit card processing fees will be deducted before the payout is made, so a card on file isn’t required to cover those fees. However, if you're using a custom payment processor or additional features such as the Communication Center, Text Messaging, or Offline Payments, a card on file will be required in order to bill for those items. Your card on file will automatically be charged every 30 days for any outstanding balance.

Add or Update TicketSpice Billing Information

Hover your mouse over the Gear icon in the upper right corner
Select Plans & Billing from the dropdown
Click the pencil icon to update billing if you already have a card on file, or click Add Payment Method to add a new card on file
Enter your new billing information
Click Save Changes

View and Print Invoices

Hover your mouse over the Gear icon in the upper right corner
Select Invoices from the dropdown
Click the eye icon next to the invoice you want to view
Click Print Invoice or scroll down to view the invoice details

Download a Detailed List of Tickets Included in Your Invoice

You can now download a report showing every ticket included in your invoice charges. This report provides a detailed breakdown of the tickets that generated billing fees, making it easy to understand exactly what you were charged for.

Hover your mouse over the Gear icon in the upper right corner
Select Invoices from the dropdown
Click the eye icon next to the invoice you want to view
In the top section of the invoice, click the download icon next to Tickets Sold to download the list of billed tickets

When your billed tickets report is ready, you’ll receive an email with a download link. The link will expire after one week

Pro Tip: When you download the report, you’ll see ticket and order details including the billing item ID, quantity, total charged, currency, ticket creation date, ticket hash, ticket email, ticket label, order number, order hash, order email, and invoice number.

To view additional details about your billed tickets, use the Order Number or Order Hash to locate the associated order in your TicketSpice account.

Understand Your TicketSpice Invoice

TicketSpice invoices contain several sections. Below is a breakdown of each section of your TicketSpice invoice:

Overview

This overview section provides a summary of the invoice, including the total number of tickets billed. Below is a description of the information displayed in this section:

Invoice Number: Unique invoice identifier for this billing period
Date the Invoice was Billed: Date the invoice was generated and billed
Report Period: Date range covered by this invoice
Tickets Sold: Total number of tickets billed on this invoice. You can click the download icon to see the specific tickets that were billed on this invoice
Invoice Amount: Total amount billed for this invoice

Pro Tip: The Tickets Sold section only includes tickets that were billed on the invoice. If you use Webconnex Payments, all platform and processing fees for tickets paid by credit card are deducted before payouts are sent, so those tickets will not appear as billed on your invoice.

Tickets processed through third-party payment processors, orders placed on free event pages, and orders paid using offline payment methods are billed through the invoice. To see which tickets are included in the billed total, click the download icon next to Tickets Sold. The downloaded report includes detailed information for each billed ticket.

Charges

The Charges section of the invoice provides a breakdown of the fees charged for the various features used during the billing period. This includes items such as the per ticket fees, offline ticketing fees, text messaging fees, activation fees, Communication Center charges, and more. Here is a description of the fees that could appear in this section.

Per Ticket: This fee includes the TicketSpice fee (TicketSpice charges $.99 per ticket)
Custom gateway fee: This additional 1% fee applies to all orders processed through third-party payment processors like Authorize.net, NMI, or Stripe. To avoid this fee, we recommend using our in-house payment processor, Webconnex Payments. Click here to learn how to add Webconnex Payments to your account
Monthly email automation fee: This fee includes the $9 monthly cost for using our Drip Campaign feature
Per email fee: This fee includes any Email Blasts, Drip Campaigns, Dynamic Emails, and Winback Emails you have sent during your invoice period
Text messaging activation and carrier registration fee: This fee includes the one-time fee for activating your SMS number
Monthly text messaging fee: This fee includes the monthly cost for using our SMS text messaging feature
Per text fee: This fee includes any Text Message blasts, Reminder Messages, and Dynamic Messages you have sent during your invoice period
Per custom domain per year: This fee includes the yearly Custom Domain fee for your TicketSpice account
Contact insights plan monthly fee: This fee includes the monthly cost for contact insights
Per enriched contact: This fee includes the $.10 fee for every enriched contact

Fee Summary

The Fee Summary section of your invoice provides a breakdown of your tickets by page.

The Page Name section shows which page the tickets in this group were processed through
The Ticket Quantity section shows the total number of purchased tickets for the ticketing page during your invoice period
The Ticket Fees section shows the TicketSpice ticket fees for the ticketing page
The Transaction Fees section reflects the custom gateway fee if you are using a third-party payment processor
The Total Fees section summarizes all TicketSpice fees for tickets processed through the page during the invoice period

Invoice Totals

This section provides a summary of the net amount due on the invoice. It includes the total invoice charges, along with any credits or adjustments applied to the balance.

Invoice Details

The Invoice Details section will display the payment method used, the cardholder’s name, and the date range the invoice covers. This section will also include your plan information at the time of the invoice, the date of your next invoice, and TicketSpice company details.

Invoice Statuses

Completed - An invoice has been successfully paid

Declined - If the card on file declines, the invoice will have a Declined status. If the invoice is not successfully paid by the time the next month's invoice is run, the status will update to be Forwarded, as the amount due will roll up to the next month's invoice total.

Forwarded - An invoice that declined and the amount due forwarded to the next month's invoice amount due. Forwarded invoices can appear multiple months in a row until it is finally successfully paid.

Sample invoice page where an invoice was forwarded

Once a declined and forwarded invoice is finally paid, the details page of the invoice will show a hyperlink to the invoice where it was finally paid.

FAQs

What happens when my invoice declines?

When your card on file declines, you will see a red Payment Declined banner at the top of your account. Please update your payment method banner at the top of your screen. We recommend doing this right away, as your account will become locked if the card on file is not updated.

What is the 1% custom gateway fee on my invoice?

The 1% custom gateway fee is applied to an account's invoice when using a third-party payment processor like Authorize.net, NMI, or Stripe. To avoid this fee, we recommend using our in-house payment processor, Webconnex Payments. To learn how to add Webconnex Payments to your TicketSpice account, click here.

What permissions do I need to view invoices?

To view an invoice, you must be the account owner, an Admin, or have Billing Management - View permissions. If you don't have these permissions and need to view an invoice, contact an account administrator to request additional access.

Can I remove my card on file?

TicketSpice requires a card on file to process any applicable fees. If you need to remove the current card, you can replace it with a new one. Click here to learn how to update the card on file for your TicketSpice account.

Can I use different credit cards to pay TicketSpice fees across multiple ticketing pages?

No, TicketSpice only supports a single card on file per account. If you are covering your TicketSpice platform fees using a card on file, that same card will be used for all ticketing pages within your account.

Pro Tip: If you’re using Webconnex Payments, platform and processing fees are automatically deducted before payouts are sent. You can set up multiple Webconnex Payments processors and assign them to different bank accounts, making it easier to ensure fees are allocated to the correct account.

Why do I have an invoice under $5 that keeps forwarding?

In TicketSpice, invoices with a total under $2 are not processed right away. Instead, these small amounts are forwarded and added to your next invoice each month. Once your total outstanding balance exceeds $2, the card on file will be charged.

Can I pay for my invoices using a bank account instead of a credit card?

If you’re using a third-party payment processor and receive an invoice for TicketSpice platform fees, or you use any optional paid features, your monthly invoices must be paid with a credit card. At this time, ACH (bank account) payments aren’t supported for these charges.

If you’re using Webconnex Payments, ticketing and credit card processing fees are automatically deducted before payouts are deposited into your bank account. While you’re not paying invoices directly via ACH, this setup effectively allows fees to be covered through your bank account.

Why does my invoice show fewer tickets than I sold in my billing period?

There are several reasons why the number of tickets on your invoice may be lower than the total number of tickets sold during that invoice period. Depending on how tickets were sold and processed, some tickets may not appear on your invoice.

Common reasons include:

Your tickets were processed through Webconnex Payments. Tickets processed using Webconnex Payments are not included on your invoice. TicketSpice platform and processing fees for these transactions are automatically deducted before payouts are sent to you
You have Box Office sales paid with cash. Tickets sold through the Box Office App and paid for with cash are not included on your invoice. These tickets are free and do not have TicketSpice platform fees. Click here to learn more about our pricing
You have free tickets on a paid event. Complimentary tickets on a paid ticketing page are not included on your invoice. These tickets are free and do not have TicketSpice platform fees. Click here to learn more about our pricing

Why am I receiving an invoice if I use Webconnex Payments?

Webconnex Payments automatically deducts TicketSpice platform and processing fees from credit card transactions before payouts are issued. However, you may still receive an invoice if your account has charges that cannot be collected through Webconnex Payments.