If tickets have not appeared in your account after payment, the most common reason is that the payment transaction has not gone through, even though the bank has already made a pre-authorisation.
What is a pre-authorisation?
A pre-authorisation means the bank temporarily reserves the amount from your account, but the actual payment has not yet been completed. Because of this, tickets will not be created in the system until the payment is confirmed. A pre-authorisation can look like the payment has already gone through, even though it hasn’t.
The most common reasons for a pre-authorisation:
A temporary connection issue between the bank and the payment service
Missing confirmation from the bank
A delay in processing the card payment
How does a pre-authorisation clear?
A pre-authorisation usually turns into a completed payment or is automatically released back to your account within 1–3 banking days.
What to do if the ticket doesn’t appear?
If the ticket does not appear and the money is not returned to your account within a few days, please contact your bank.