Ticket Counts Seem Wrong

If a ticket type shows fewer tickets left than you expect, or buyers are told tickets are unavailable, it is almost always one of the causes below.

Where to check the numbers

Open your event in the dashboard. Each ticket type shows a line like 12 sold · 38 left. "Left" excludes tickets that are sold and tickets currently held in someone's checkout. Compare the sold figure with your Orders tab.

Common causes

Tickets held in checkout

When a buyer starts checkout, their tickets are held for them for 35 minutes. If they cancel on the payment page, the hold is released straight away. If they just close the tab, the tickets come back automatically shortly after the hold expires.

What to do: wait about 40 minutes and check again.

Your event capacity is full

If you set an Event capacity (in Edit ticket types), sales stop when the total across all ticket types reaches it, even if an individual ticket type still has tickets left. Buyers then see "Event capacity would be exceeded" at checkout.

What to do: raise the event capacity, or lower the quantities on your ticket types so they add up to it.

Tickets you issued

Comp and cash tickets you issue from Orders use up the same ticket quantities and event capacity as online sales.

Refunds

A refund made from your Orders tab puts the ticket back into your inventory immediately. A refund made directly in your Stripe Dashboard may not, and the ticket can stay valid. Always refund from Orders. See How Refunds Work.

Still looks wrong?

If the sold count doesn't match the tickets in your Orders tab and none of the causes above explains it, contact support with the event name and the ticket type. We'll check the counts and correct them.

Could I have oversold?

Very unlikely. Equaticket checks availability at the moment each ticket is reserved, so two buyers can't both take the last ticket. If you believe more tickets were sold than you set:

1. Check your Orders tab to confirm.
2. Contact support so we can look into it.
3. If needed, refund the extra tickets from Orders.