Getting paid

frequentix never holds your ticket money. Card payments — online and at the door — settle directly into your own Stripe account at the moment of charge.

Connecting Stripe

Open Settings → Payment onboarding and follow the Stripe flow — identity, bank account, business details. Stripe verifies you, not frequentix; the console shows your onboarding status and anything Stripe still needs.

Before your first sale

New accounts are checked by us once before card payments switch on. It is a short look at whether the account and the events on it are what they appear to be — it protects your buyers, and it protects every other organiser here from sharing a platform with someone using stolen cards.

There is nothing for you to do and nothing to send us. The check starts on its own once you finish with Stripe, and while it runs you can build the whole event: ticket types with real prices, add-ons, discounts, questions, seating. None of that work is repeated afterwards — it goes live exactly as you left it.

Free registrations still work throughout. If your event is free, you can publish and take sign-ups straight away.
Your event page stays live. Paid tickets show as not on sale yet rather than sending a buyer into a checkout that can’t finish.
We email your admins the moment it’s done, and paid tickets go on sale at that point with no further step.

If we pause an account

Very occasionally we stop an account from selling while we look into something — almost always a pattern that looks like someone testing stolen cards against it. It is rare, and it is not a judgement about you: the same pause protects your buyers and everyone else selling here. If it happens, the console shows you a screen saying so and support can talk you through it.

Nobody who has already bought is affected. That is the part worth knowing first, because it is the part people ask about:

Tickets already sold still work. They scan at the door exactly as normal, including offline, and paired devices keep working without being re-paired.
Buyers can still cancel for a refund where you have turned that on for the event — their money comes back under the policy you set.
Transfers still work, so someone who can no longer attend can still hand their ticket on.
Your event pages are hidden, not cancelled. They come back exactly as you left them.

What stops is selling: no new orders, on any channel — the storefront, the box office, cash and card alike — and free registrations stop too. The console itself is closed while the pause is on, so you can sign in and switch to another organisation you belong to, but you can’t open your events, orders or reports.

Where the money goes

Each sale is charged on your Stripe account — the buyer’s statement shows your name, and payouts follow your Stripe payout schedule.
The platform fee is deducted per charge, so what lands in Stripe is already net of it — unless you pass the fee to your buyers, in which case what lands is the full face value.
Your frequentix subscription (Plans & billing) is entirely separate from ticket revenue.
Some money never touches Stripe at all: cash at the door and pay-by-invoice bank transfers land straight in your own till or bank account, fee-free. They appear in your sales reports like any other order, but not in your Stripe payouts — there is nothing for Stripe to pay out.

Your payouts in the console

Settings → Payouts shows two things side by side, on every plan. Earnings is your order book: gross sales, platform fees, refunds and net, one card per currency. Payouts is the list of transfers Stripe has sent (or is sending) to your bank, with the amount, status and arrival date of each — read live from Stripe, so it always matches what your bank will actually see. The two aren't the same number: earnings are what you sold; a payout is what Stripe transfers after its own card-processing fees, on your payout schedule.

Statement per payout — download a CSV that matches each line inside a payout (charges, refunds, card fees) to the order and event behind it, ready to hand to whoever does your books. Downloading one needs a two-step-verified session, like every export.
Figures are live — if Stripe can't be reached for a moment the page says so and offers a retry, rather than showing a stale guess. Your money is unaffected either way.
Bank details and payout schedule stay on Stripe — the Manage on Stripe button opens your Stripe dashboard to change either.

Platform fees

The platform fee is a percentage of each paid order — 4% on Free, 3% on Starter, 2% on Pro and Enterprise — and every plan caps it per order: £6 on Free, £5 on Starter, £4 on Pro and Enterprise. A £2,000 group booking pays the cap, not the percentage. The fee is fixed at the moment of charge; a later plan change never re-prices an old order. If your agreement includes negotiated rates, your numbers may differ — the pricing page shows the standard ladder side by side.

A verified charity pays whichever is lower, its plan's rate or 2% capped at £4.00 — so a charity on Free pays 2% rather than 4%. A verified charity's fee is also charged on the ticket half of a basket only: its donations carry none, which makes a donation-only charity order free of platform fee entirely. Donations taken by a non-charity are fee-bearing like any other line.

Who pays the fee

You choose, on every plan. By default you absorb the fee: buyers pay face value and the fee comes out of each charge. Flip Buyers pay the booking fee in Settings → Billing and the fee is added to the buyer's total instead — checkout shows it as a Service fee line, invoices print it as Booking fee, and your payout becomes the full face value. The platform charge is the same either way; the switch only changes who funds it.

It applies to every sales channel the same way — online checkout, door sales and Exchange resales.
Free tickets never carry a fee in either mode, and passing the fee on can never make a free order cost money.
The switch takes effect for orders started after you save it; a basket already in progress keeps the totals it was quoted.
Whether VAT is accounted inside a passed-on fee is a separate setting on Invoices & receipts (“Charge VAT on the booking fee”) — the buyer's total never changes either way.

Refunds

Refunds are issued from the order in the console (a two-step-verified action) and are paid back out of your Stripe balance.
Full and partial refunds are both supported; refunding with release puts the seats and stock straight back on sale — see Orders, tickets & refunds.
A completed Exchange resale refunds the seller their face value automatically, out of the same balance the buyer’s payment just landed in; where documents are configured a credit note follows like any other refund. If the balance can’t cover it that day the sale still stands — the event’s Exchange page flags the failed payout and a two-step-verified retry sends it again.