Eventually Ticketing
Attendee Management

A pending registration is holding a seat

An Incomplete registration—a checkout that was started but not finished—holds a seat only when your team has seat holds enabled, for the hold period you set (5–60 minutes). Remove the record from the guest drawer to return the seat to inventory immediately. If the registration is already complete, cancel it instead. A buyer who finishes checkout after the hold expires still receives their paid ticket; only the temporary reservation drops. You can change the hold period or turn holds off in the Checkout card under Settings → Payments. Incomplete holds reduce availability inside Eventually, but they do not lower the stock Eventually pushes to Squarespace checkout.

Seat-block scenarios

An incomplete registration is holding a seat

Symptom: Your event shows as sold out or a ticket type is unavailable, but you expected an open seat. In the Guests tab, you see a row with an Incomplete badge.

Cause: A visitor started checkout but did not finish. When seat holds are enabled, the Incomplete record holds the seat for the hold period your team has set (5–60 minutes). If the buyer does not complete checkout within that window, the seat returns to inventory automatically. Hosts can also remove the record immediately to free the seat sooner.

Fix: Remove the incomplete record from the guest list rather than cancelling it.

  1. Open the event in your Eventually dashboard and go to the Guests tab.

  2. Click the guest with the Incomplete badge to open the guest drawer.

  3. Click Remove from roster.

  4. Confirm in the modal. The row disappears and the seat returns to inventory immediately.

Any team member can remove an Incomplete row; you do not need owner or admin access. Read the full steps in Remove a guest from your roster.

A completed registration is blocking a seat

Symptom: A paid or confirmed Registered attendee can no longer attend and you need to open the seat for someone else.

Cause: The registration is active, so the seat is confirmed.

Fix: Cancel the registration to change the status to Cancelled and free the seat. If you also want to delete the record entirely, remove it from the roster afterward.

  1. Open the event in your Eventually dashboard and go to the Guests tab.

  2. Click the guest to open the guest drawer.

  3. Click Cancel Registration and confirm.

Cancelling frees the seat but keeps the record with a Cancelled status. It does not process a refund and does not automatically promote waitlisted guests. Read the full steps in Cancelling a registration.

A buyer completed checkout after the seat hold expired

Symptom: A buyer who started checkout longer ago than the hold period has now completed their purchase.

Cause: The pending reservation expired after the hold period, but the buyer finished checkout through Squarespace Commerce later.

Fix: No action needed. The buyer still receives their paid ticket. The order sync creates a fresh registration. The seat was available during the gap, so the event may have accepted other registrations in the meantime. Squarespace cart stock is based on active registrations and shared room capacity, so true over-buys are blocked there even when pending holds do not reduce that stock number.

If the seat is still blocked

The Guests tab is the authoritative per-attendee list. If the seat count still looks wrong after removal, check whether Total Event Capacity or a Ticket Limit is set independently of the number of guests. Read more in Set event capacity and ticket limits.

If Squarespace cart stock looks higher than the widget because Incomplete holds are still open, that is expected: holds block Eventually availability only, and they do not lower the stock pushed to Squarespace. See How Squarespace sync works.

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