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, the purchase button is disabled, or buyers see an error, check these causes in order.

Buyers see “Sales open soon”

On the widget and hosted event page, paid Eventually events show a disabled Sales open soon control when Squarespace checkout is not connected. Buyers cannot start purchase until you connect checkout.

Cause: You published a paid event on a site that still needs Squarespace checkout connected. Free, RSVP, and external-registration events are not blocked by this guard.

What sellers see:

  • After first-run setup is no longer active, a site-wide banner: Connect your checkout to start selling. with body Your ticketed events show “Sales open soon” until your Squarespace checkout is connected.

  • Owners and admins also get a Connect checkout action on that banner. Other team members see the warning without the action. During active first-run setup, that banner stays hidden because the setup drawer and panel already surface the connect prompt.

  • After first publish of a paid event, Set up your widget or the dashboard setup drawer can open a dismissible prompt titled Connect your checkout to start selling. Publishing is not blocked; choose Connect checkout or I’ll do it later.

  • The dashboard setup panel may show optional Connect your checkout with helper Attendees see “Sales open soon” until you do.

How to fix: Connect Squarespace checkout from the banner action, the setup prompt, or Settings → Payments & Sites. See Connect your Squarespace site. After the site shows CONNECTED, paid purchase controls become available again.

Buyers see “We couldn't add all of your tickets to the cart”

The widget shows We couldn't add all of your tickets to the cart. Please try again. when your Squarespace site refuses to add the ticket product to the cart. The most common cause is a disabled store page: Squarespace treats every product on a disabled page as unavailable, so every add fails even though the event and its tickets look healthy in Eventually.

What to check: Open the event's product page on your Squarespace site. If it shows your site's 404 page, the store page that holds your Eventually products is disabled.

How to fix:

  1. In Squarespace, open Pages.

  2. Find the store page that holds your Eventually ticket products (often named Shop or Event Tickets; check the Not Linked section too).

  3. Open the page's settings and turn on Enabled.

The store page does not need to appear in your navigation; it only needs to be enabled. The fix takes effect immediately, so buyers can retry checkout right away. If the store page is already enabled and the error persists, contact support with the details listed at the end of this guide.

Squarespace site not connected

Paid events require a Squarespace Commerce connection to process payments. If your site isn’t connected, Eventually refuses paid purchase attempts instead of sending buyers to a broken checkout page.

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

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

Payment checkout temporarily unavailable

When Squarespace checkout is connected but paid checkout still cannot start (for example the product is not ready yet), buyers can see Payment checkout is temporarily unavailable. Please contact the event organizer.

How this differs from “Sales open soon”: Disconnected checkout shows the disabled Sales open soon state and the seller connect banner. Temporary unavailability means the site is connected, but checkout cannot complete right now—check product linking and sync rather than reconnecting from scratch.

What to check: Confirm the site is CONNECTED, then verify the paid event still has a linked Squarespace product. See the product-link section below and How Squarespace sync works.

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.

If a tier looks unlimited in Eventually but the Squarespace cart shows a finite quantity, check Total Event Capacity. For Standard seat tiers, cart stock is the lower of the tier limit and remaining room capacity, and only active registrations reduce that number. Incomplete holds still block the widget without lowering Squarespace stock. See How Squarespace sync works.

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.

Buyers land on the product page instead of checkout from a standalone link

When a buyer selects tickets on a standalone /e/ event link for a paid event, the checkout handoff uses a single-use token valid for 15 minutes. If the token is consumed, expired, or the bridge page is not configured, the buyer is sent to the Squarespace product page instead of checkout and must select tickets again.

Cause: The single-use checkout token expires after 15 minutes and cannot be reused. Refreshing the page, using the back button, or waiting too long consumes or expires the token. If no bridge page is configured for the site, the handoff always falls back to the product page.

How to fix: If the bridge page is not set up, see Set up the checkout bridge page for standalone paid checkout. If the bridge is configured, the product-page fallback is expected behavior for refreshes and retries — the buyer can select tickets on the product page and purchase normally.

Duplicate pending registrations from rapid checkouts

If a buyer completes checkout multiple times rapidly on the same Squarespace order, the order sync may encounter duplicate pending registrations. Eventually now detects and discards these redundant reservations automatically, releases the held seat back to inventory, and continues processing the rest of the batch. Other paid seats in the same order should complete normally without manual intervention. If a seat still appears blocked after sync finishes, check the event Guests tab for any remaining Incomplete rows.

This automatic cleanup only applies to duplicate registrations within the same order. Repeat purchases across different orders still create separate, valid registrations.

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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