This guide covers Stripe payout schedules, how to check your payout status, common reasons payouts are delayed, and how to reconcile your Stripe deposits with your Hometown reports.
Default payout schedule
Stripe pays out daily by default. Funds from ticket sales are deposited into your connected bank account within 2 business days of the transaction.
You can change your payout schedule to weekly or monthly:
Log in to your Stripe Dashboard at dashboard.stripe.com.
Go to Settings > External Payout Accounts and Scheduling.
Select your preferred schedule: Daily, Weekly, or Monthly.
How to check payout status
Log in to your Stripe Dashboard at dashboard.stripe.com.
Click Payouts in the left sidebar.
You'll see each payout with its Status (Pending, In Transit, or Paid), estimated arrival date, and amount.
Click any payout to see the individual transactions (ticket sales, refunds) that make up that deposit.
Common reasons payouts are delayed
Verification incomplete: If you see a red banner at the top of your Stripe Dashboard, click "Review details." Stripe needs additional information (ID verification, bank account confirmation, etc.) before payouts can begin.
New account: First payouts for new Stripe accounts may take 7 to 14 days while Stripe verifies your information. After that, payouts follow your standard schedule.
Negative balance: If refunds exceed your sales for a given period, Stripe may hold payouts until the balance is positive.
Why my Stripe payout doesn't match my Hometown report
This is the most common payout question. There are four reasons the numbers may not match:
1. Stripe deducts processing fees before depositing.
The Hometown Audit Report shows gross revenue (what fans paid). Stripe deposits the net amount (gross minus Stripe's processing fees). So the Stripe payout will be lower than the Hometown report by the fee amount.
Example: Your Hometown Audit Report shows $5,000 in ticket sales for Friday night's game. Stripe's processing fee is 2.9% + $0.30 per transaction. If there were 100 transactions, the fees total roughly $175. Your Stripe payout will be approximately $4,825, not $5,000. The $175 difference is the Stripe processing fee.
2. Refunds reduce the payout.
If you processed refunds after the Hometown report was generated, those refunds are deducted from the next Stripe payout. Check for recent refunds in your Order List.
3. Stripe batches multiple events into one payout.
If you had sales from multiple events on the same day, Stripe combines them into a single daily payout. Compare by date range, not by individual event.
4. Timing differences.
A sale that appears in Hometown on Friday may not hit Stripe until Monday due to processing time. Always compare the same date range in both systems.
How to reconcile:
In your Box Office, go to Reports > Reporting Center > Audit Report. Export for the date range you're reconciling.
In your Stripe Dashboard, go to Payouts > click a specific payout to see the transactions included.
Compare the individual transactions. The Stripe detail view shows each charge, each refund, and the fee deducted.
Adding another person to receive payout information
For Hometown reports: Go to Settings > User Accounts in the Box Office. Add the person as a new user or update their existing account with the permission level needed to access reports.
For Stripe Dashboard access: Log in to your Stripe Dashboard. Go to Settings > Team and Security. Click Invite a team member and enter their email.
FAQs
My Stripe payout doesn't match my Hometown Audit Report. Is something wrong?
Probably not. The most common reason is that Stripe deducts its processing fees before depositing. The Hometown report shows gross revenue; Stripe deposits the net. See "Why my Stripe payout doesn't match" above for all four common causes and a reconciliation guide.
Why is my first payout taking so long?
New Stripe accounts have a 7 to 14 day verification period before the first payout. Check your Stripe Dashboard for any outstanding verification requirements (look for a red banner at the top).
I received a check from Hometown but the payee name is wrong.
If you're a managed client (not using your own Stripe account), checks are issued based on the name in your original account setup. Contact your Client Success Manager with the check number to get the payee name corrected.
Can I get paid by check instead of Stripe?
Managed clients may receive payouts by check or ACH. If you have your own Stripe account, payouts go through Stripe. Contact your Client Success Manager for details about your payment arrangement.
How do I get automated sales reports emailed to me after events?
Go to Settings > All Settings > Automated Reporting in the Box Office. You can set up reports to be emailed automatically after each event.
My Stripe payout has no description. How do I see which event the money is from?
Click into the payout in your Stripe Dashboard to see the individual transactions. Each transaction includes the event name and order details. You can also cross-reference with the Hometown Audit Report for the same date range.
I processed a refund but my Stripe payout hasn't changed. Where did the refund come from?
Refunds are deducted from the next available payout, not the original one. If you process a refund today, it will reduce tomorrow's payout (or the next payout in your schedule). Check the Payouts detail view in Stripe to see refund deductions.
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