Eventually Ticketing
Troubleshooting

Common checkout issues and solutions

When customers can't complete their ticket purchase, the issue typically stems from one of three areas: your Squarespace connection, payment configuration, or email delivery. This guide covers the most common checkout problems and how to resolve them.

Checkout not loading or showing errors

If the checkout page won't load or displays an error message, check these causes in order:

Squarespace site not connected

Paid events require a Squarespace Commerce connection to process payments. If your site isn't connected, checkout will fail for paid tickets.

What to check: Go to Settings → Payments & Sites in your Eventually dashboard. Under Squarespace Commerce, confirm the status shows "CONNECTED" — not "NOT CONNECTED" or "CONNECTING."

How to fix: If the connection is missing or stalled, see Connect your Squarespace site to authorize the integration. Admin access to the Squarespace site is required.

Squarespace product not linked to your event

Each paid event needs a linked Squarespace product for checkout to work. If the product is missing or has become unlinked, customers will see an error when they try to purchase.

What to check: Edit your event in Eventually and confirm that a Squarespace product is assigned. Paid events without a product link cannot complete checkout.

How to fix: Eventually creates and links Squarespace products automatically when you set up paid tickets. If the link is broken, disconnecting and reconnecting your Squarespace site usually restores it. After reconnecting, you may need to re-link products to your events.

Ticket availability errors

Customers may see specific error messages when tickets are unavailable:

  • "This ticket is not currently available" — The ticket tier exists but can't be purchased. This can happen with gated tickets that require an unlock code, or if the event configuration prevents purchase.

  • "Tickets for [ticket name] are not yet on sale" — The sale window hasn't started yet.

  • "Ticket sales for [ticket name] have ended" — The sale window has closed.

  • "[ticket name] does not have enough availability" — The ticket tier is sold out or at capacity.

How to fix: Review your event's ticket availability settings and sale windows. Adjust capacity or sale dates as needed.

Payments failing or declined

Eventually uses your existing Squarespace Commerce checkout for payment processing. Payment failures are typically caused by Squarespace Payments configuration or processor issues.

Squarespace Payments not configured

What to check: Log into your Squarespace account and confirm that Squarespace Payments (or Stripe) is active and configured in your Commerce settings.

How to fix: Follow Squarespace's payment setup guide if payments aren't enabled. Eventually doesn't handle payment processing directly — it relies entirely on your Squarespace Commerce configuration.

Payment processor issues

If Squarespace Payments is configured but transactions are still failing:

  • Verify Squarespace Payments status: Check your Squarespace dashboard for any alerts or hold notices on your payments account.

  • Test with a small purchase: Try purchasing a ticket yourself to isolate whether the issue is specific to certain customers or universal.

  • Check for rate limiting: If you're processing a high volume of orders, Squarespace API rate limits can cause temporary failures. The error text "Too many requests" indicates a rate limit issue, which typically resolves on its own after a short wait.

Wrong price or ticket information

If checkout shows incorrect prices or ticket details:

  • Sync delay: Changes to ticket prices or types in Eventually sync to Squarespace, but there can be a brief delay. Wait a few minutes and refresh.

  • Product re-link needed: If you've edited ticket tiers significantly, the Squarespace variant IDs may need to resync. Re-saving your event in Eventually can trigger a refresh.

See How Squarespace sync works to understand what syncs automatically and what may require manual refresh.

Attendees not receiving confirmation emails

Confirmation emails are sent automatically after successful checkout. If attendees report not receiving their email:

Email deliverability issues

  • Check spam folders: Ask the attendee to check their spam or junk folder.

  • Verify email address: Confirm the attendee's email address was entered correctly at checkout.

  • Email delays: Delivery can take a few minutes during high-volume periods.

For paid events

Paid ticket orders are processed through Squarespace Commerce. If an order was completed in Squarespace but the attendee didn't receive a confirmation:

  • Verify the order shows in your Eventually dashboard under the event's registrations.

  • If the order isn't in Eventually, the Squarespace-to-Eventually sync may have been delayed. See How Squarespace sync works.

  • If the order is in Eventually, you can resend the confirmation email from the attendee's record in your dashboard.

Squarespace connection issues affecting checkout

Several connection problems can block checkout:

Connection shows "CONNECTING" indefinitely

If your Squarespace site status stays in "CONNECTING" state:

  • Browser cookies or privacy settings may have blocked the authorization redirect. Try authorizing again in an incognito/private window.

  • Squarespace API rate limiting can delay connection completion. Wait a few minutes and refresh the Payments & Sites page.

Connection shows "NOT CONNECTED"

This means authorization never completed or was revoked. You'll need to reconnect your site:

  1. Go to Settings → Payments & Sites.

  2. Under Squarespace Commerce, click Connect Your Squarespace Site.

  3. Complete the authorization flow, making sure to select the correct Squarespace site and grant permissions.

Recently disconnected and reconnected

If you've disconnected your Squarespace site and reconnected it, your events may need their Squarespace products re-linked:

  • Sync status and product IDs are cleared on disconnect.

  • Edit each paid event and confirm the Squarespace product is linked.

  • After reconnecting, Eventually will recreate product links as you save events.

Eventually stores a fallback product page URL for each paid event so buyers can still reach checkout if the automatic cart link cannot be used. That fallback URL is refreshed automatically, but it may briefly look different if your Squarespace store changes.

The fallback URL is a snapshot of the product’s live Squarespace location. It can become stale and send buyers to a broken page if:

  • You move the product to a different store page in Squarespace.

  • You change your site’s primary domain.

The app refreshes stored product URLs automatically in two ways:

  • Daily sweep: Once per day, a background job checks every connected site and updates any product URLs that have drifted.

  • After paid checkouts: When a buyer starts checkout, the app queues a refresh for that event in the background. This is limited to once every six hours, so repeated checkouts do not create unnecessary updates.

What to do if a buyer sees a broken product page

If an attendee lands on a 404 or stale product page during checkout:

  1. Ask them to retry checkout. A new attempt will use the latest product URL if the automatic refresh has completed.

  2. If the issue persists, go to Settings → Payments & Sites and confirm your Squarespace site shows CONNECTED.

  3. If the connection is healthy but the link is still broken, disconnect and reconnect your Squarespace site, then re-save the affected event to force a product relink. See Fix Squarespace connection and sync issues for the full reconnect steps.

When to contact support

If you've worked through the steps above and checkout still fails, gather the following information and contact Eventually support:

  • Your Squarespace site URL

  • The event name and URL

  • The specific error message the customer sees (screenshot if possible)

  • Whether the issue affects all customers or specific ones

  • Whether you can complete a test purchase yourself

Squarespace Commerce outages or Squarespace Payments issues are outside Eventually's control. If Squarespace's status page shows an active incident, you may need to wait for Squarespace to resolve it before checkout works normally.

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