Checkout error: Experiencing payment connection issues during checkout

Symptoms:

• During the checkout process, you received a message similar to: "We are experiencing issues connecting to our payments provider. Please check your internet connection."

  • 

• You may have concerns about whether your order was successful.
• You might have received a payment confirmation from your bank or Stripe, but have not yet received an order confirmation from Ticket Falcon.

Cause:

This message can sometimes appear if your internet connection was interrupted immediately after you submitted your payment details. While Stripe may have successfully processed your payment, this connection loss could have prevented the confirmation from being fully relayed to Ticket Falcon.

Resolution:

If you received this message but have confirmation from Stripe (e.g., a payment confirmation email or your bank statement showing the charge), your payment will likely be successful. However, the interruption in your connection might have prevented the order from being immediately recorded in Ticket Falcon.

Here's what you need to know and what steps we are taking:

1. Your Payment is Likely Successful: If you have received a payment confirmation from Stripe or your bank, your payment has likely been processed correctly.
2. We are Verifying Transactions: Our system is designed to identify successful Stripe payments that might not have been fully recorded due to connection issues.
3. Order Confirmation Processing: Once your successful payment is verified, we will ensure your ticket(s) are processed and you receive your official order confirmation email from Ticket Falcon. This process may take a short period.
4. Check Your Connection: While your connection was likely sufficient for the payment, please make sure you have a stable internet connection.

What You Need to Do (If You Haven't Received Confirmation Within the Timeframe):

If you have not received your order confirmation email from Ticket Falcon within one business day and have a Stripe payment confirmation, please contact our support team.