Troubleshooting Checkout Errors

If you encounter an error during the checkout process on CHI Tickets, this guide will help you identify the cause and resolve it quickly.

Common Checkout Errors

Payment Failures in Detail

Payment failures are the most common checkout issue. They can occur for several reasons:

• Insufficient funds — Your card does not have enough balance to cover the total amount (tickets + add-ons + service fees + VAT).
• Card restrictions — Some banks restrict international transactions or online purchases by default. Contact your bank to enable these.
• 3D Secure timeout — Many cards require 3D Secure authentication (a popup or redirect from your bank). If you close this window or do not complete it in time, the payment fails.
• Processor downtime — In rare cases, the payment processor may experience temporary issues. Try again after a few minutes.

Session Expiry

CHI Tickets checkout sessions have a time limit to ensure ticket inventory is managed fairly. If you spend too long on any step, your session may expire.

When a session expires:

1. You will see a message indicating the session has timed out.
2. Any tickets you had reserved are released back to the general inventory.
3. You need to return to the event page and start the checkout process again.

To avoid session expiry:

• Have your payment details ready before starting checkout.
• Complete any custom questions promptly.
• Do not leave the checkout tab open in the background for extended periods.

Steps to Resolve Most Errors

1. Read the error message carefully — It usually indicates the specific problem.
2. Retry the action — Many errors are transient. Simply trying again may succeed.
3. Check your internet connection — A weak or unstable connection can cause timeouts and incomplete requests.
4. Try a different browser or device — Browser extensions, outdated software, or cached data can interfere with checkout.
5. Clear your browser cache and cookies — Old session data sometimes conflicts with the current checkout flow.
6. Disable your VPN — VPNs can trigger fraud detection on payment processors, causing payments to be blocked.
7. Try a different payment method — If your card is not working, switch to Apple Pay, Google Pay, or another card.

Was I Charged Despite an Error?

If the checkout failed but you notice a charge on your bank statement:

• This is most likely a pending authorization hold, not a completed charge.
• Authorization holds are automatically released by your bank, typically within 7 to 14 business days.
• If the hold is not released after 14 days, contact CHI support with your order reference number and bank statement details.

When to Contact Support

Reach out to CHI support if:

• You have tried all the steps above and the error persists.
• You were charged but did not receive a confirmation email or tickets.
• You see an error message not listed in this guide.
• The issue occurs repeatedly across different browsers and devices.

Tip: When contacting support, include the error message you saw, the browser and device you were using, and the approximate time of the attempted purchase. This helps the support team diagnose the issue faster.