Troubleshooting payments and refunds

Payment issues usually fall into a few familiar buckets. Here's how to identify and resolve them.

A guest's payment was declined

Ask the guest to confirm their card details, billing address, and available balance, then try again. If the card keeps failing, they may need to contact their bank or use a different card.

An order is stuck as awaiting payment

An attendee who abandons checkout stays in an awaiting state. Find their record under Orders, confirm whether payment completed, and resend the payment link or waive the fee as needed.

You need to refund a guest

Open the attendee's order and issue a refund if your event allows it. A refunded order is recorded separately so your event report stays accurate.

Payments aren't reaching your account

Check that Stripe is connected in Settings → Payments. If the connection was removed or expired, reconnect it and verify new test payments land in Stripe.

Test before you go live

Run a small test payment in Stripe's test mode before opening paid registration. This catches misconfigured keys or webhooks early, when they're easiest to fix.

For anything unresolved, contact GatherPro support with the order details and the exact error message.