thread Re: Ticket stayed open after being closed/paid in Payments Troubleshooting

Ticket stayed open after being closed/paid

vinesandrushes — Sat, 20 Sep 2025 18:45:38 GMT

I have a transaction that was a created ticket with pre-auth that was closed about an hour after creation. Somehow, the ticket stayed open and was still showing as unpaid at the end of the day when I checked tickets. I then processed it via pre-auth because I didn't know the ticket had been closed already. The ticket shouldn't have still showed as open in the system. This isn't the first time I've had a ticket stay open after being paid.

Below are screenshots of each transaction.

Re: Ticket stayed open after being closed/paid

Summer2024 — Tue, 18 Mar 2025 22:25:08 GMT

Hey hey, @vinesandrushes !

@isabelle reached out to @Violet_ and I to look into this. I just wanted to let you know we do have eyes on this. If we do not have an answer by this evening, we will get right back on this tomorrow! 😃

Re: Ticket stayed open after being closed/paid

_Violet — Tue, 18 Mar 2025 23:00:04 GMT

Hi @vinesandrushes - This is an issue we'll need our engineers to take a look at in order to determine what happened here. They'll have to review the logs of this transaction.

I'll escalate to them to see what they can find out. Keep an eye on your notifications here, in case we need to gather any additional details from you for their investigation.

Thanks for your patience!

Re: Ticket stayed open after being closed/paid

Summer2024 — Wed, 19 Mar 2025 15:58:10 GMT

@vinesandrushes - just got notification that one of our engineers is working on your ticket!

Re: Ticket stayed open after being closed/paid

vinesandrushes — Wed, 19 Mar 2025 19:45:37 GMT

Thanks. The engineer figured out that in this case, a duplicate ticket was created.

Re: Ticket stayed open after being closed/paid

Summer2024 — Wed, 19 Mar 2025 19:54:05 GMT

I'm glad this got figured out! 😁

Re: Ticket stayed open after being closed/paid

WineSage — Wed, 02 Apr 2025 22:18:41 GMT

This happened to me last night. I had 10 open tickets and as I closed/paid them out they did not go away. They were still there! This made knowing who had paid and who had not very confusing and caused a great deal of time and effort. This has never happened before! I did find them as closed in Orders but they need to go away if they are closed!