At Tixel we are always committed to providing the safest and simplest ticketing experience for both our sellers and buyers. In a circumstance where an event is rescheduled and the tickets from the original date are valid for the new date, our payment provider holds the funds to ensure the buyer is able to gain entry into the event.
In the majority of regions where Tixel operates, there is a requirement by our payment provider to hold funds until after the event takes place due to continued risks of event cancellation or reschedules.
This means if you have sold a ticket to an event that is rescheduled, you will not be able to withdraw your funds until after the new event date. Once the event has concluded, your funds will be available to withdraw under the Payouts section in your account 3 days later. Please note, there may be some circumstances where an event is rescheduled and your buyer may be refunded, please read more info here.
If the event is cancelled or the tickets are not valid for the new date, Tixel will work with the event organisers to ensure a refund process is communicated to the buyers and sellers. If you notice an event for a ticket you have purchased has been cancelled or rescheduled, please get in touch with our Community Support team via the chat button below in the bottom right corner.
We understand this may cause some frustration and we totally get it. This is why we are actively working to find safe and effective ways in all of our regions to align these policies with an enhanced seller experience.
Remember, you can check the status of your funds under the Payouts section in your Account. Here, we will let you know the dates when your funds will be available to withdraw. Once withdrawn, please allow standard bank processing times for the funds to reach your account. Depending on your bank it can take anywhere from 1-4 business days.
If you have used Express Withdrawal, you can check out more information here.