Definitions:
FE User → stands for Front End User; refers to those that are using the website & app
Hold → a temporary 15-minute reservation of the tickets or venue time a resident has selected, so no one else can purchase them while the resident is paying
Description: When a resident reaches the payment screen, the tickets or venue time they selected are held for them for 15 minutes. While the hold is active, no one else can buy those seats or book that time. This keeps events within their ticket capacity, prevents two residents from paying for the same last seat or the same venue time, and ensures residents are only ever charged for tickets or times they actually receive.
Key Users: Hub Admins; Front End (FE) Users (Residents)
Use Case: Two residents are trying to buy the last ticket to a popular event at the same time. The first resident to reach the payment screen holds that ticket for 15 minutes. The second resident sees that the event is at capacity and can join the waitlist (if enabled) or check back if the first resident doesn’t complete payment.
Applies To:
Paid event tickets purchased by residents on the website or mobile app
Paid venue reservations (amenity bookings)
Hub bookings on behalf of a resident paid by card
Not Affected:
Memberships
Free event tickets
Free venue reservations
Payment links (work as before)
How It Works:
The hold starts when the resident reaches the payment screen, not when they pick tickets or a time. A few details worth knowing:
Declined card: The hold stays in place while the resident tries another card.
Late payment: If the hold has ended but no one else claimed the seats or time, the resident can still complete payment.
Late payment, seats taken: The resident sees “Your checkout session expired before payment was completed. Please go back and start again.” and is not charged.
Waitlist purchases: No 15-minute hold applies. The waitlist invite already reserves the tickets for the purchase window set on the event.
What You’ll See in the Hub:
Held tickets appear in the event’s attendee list and count toward the sold total while the resident is checking out, the same way unpaid payment links do today.
Status | Payment Status | What It Means | Manage Options |
Awaiting Payment | Pending Payment | The resident is on the payment screen now. The row updates on its own once they pay or the hold ends. | None — the checkout is still in progress |
Checkout Expired | Expired | The 15 minutes passed without payment. The tickets do not count toward the sold total. Release tickets to clear the row from the attendee list. | Release Tickets |
Pending Review | — | Paid ticket on an event that requires admin approval | Confirm / Reject, as today |
How to Access:
Admin | To Release Expired Tickets: Log into the Hub → Events → Open the event → Attendee list → Find the row marked Expired → Manage → Release Tickets. A confirmation reads “Expired tickets released,” the row is removed, and the sold count drops by the released quantity.
Admin | To Book on Behalf of a Resident (Pay by Card): Available capacity accounts for active holds. If fewer seats remain than requested, the Hub shows how many are available so you can adjust the quantity.
Admin | To Book on Behalf of a Resident (Payment Link): Works as before. A row created from a payment link shows Awaiting Payment with Cancel Tickets available under Manage, since your team created the link.
Expired holds are also cleared automatically when certain activity happens on the event, such as a new purchase or waitlist activity.
Venue Reservations & Events:
A venue time that a resident is holding appears grayed out and can’t be selected in the Hub. If you create an event at a venue during a held time, the Hub lists the hold as a conflict. Once the hold ends, the time is available to book.
Waitlists:
If an event appears sold out because of active holds and the waitlist opens, any hold that expires releases its tickets to the waitlist rather than back to general sale. Waitlist invites can be sent once those seats are released. Residents buying through a waitlist invite are not limited to 15 minutes — their purchase window is the one set on the event’s waitlist.
Important Notes:
Leave Awaiting Payment rows alone. They resolve on their own within 15 minutes once the resident pays or the hold ends.
Expect sold counts to move during busy on-sales. Held seats are counted while residents check out, so the total can rise and then drop as holds end.
Point residents to the payment screen. The hold starts there, not when tickets are added on the event page, so residents should continue to payment once they’ve made their selection.
Resident FAQs:
Suggested answers your team can use or adapt.
How long are my tickets or reservation held?
15 minutes from the moment you reach the payment screen. Complete payment within that time to secure your selection.
When does the hold start?
When you continue to the payment screen. Selecting tickets or a time on the event or venue page doesn’t hold them yet.
I saw “Your checkout session expired before payment was completed.” What happened?
Your 15-minute hold ended and the tickets or time were taken by another resident. You were not charged. Go back to the event or venue to see what’s still available.
My hold expired, but I was still able to pay. Is my purchase valid?
Yes. If no one else claimed the tickets or time after your hold ended, your payment goes through and your purchase is confirmed.
Was I charged if my checkout expired?
No. Availability is confirmed before your card is charged, so you’re only charged for tickets or times you receive.
The event showed tickets earlier, and now it says it’s sold out. Why?
Other residents may be checking out with the remaining tickets. If they don’t complete payment within 15 minutes, those tickets become available again — check back shortly.
I joined the waitlist because the event was sold out. Will I get tickets if someone doesn’t finish checking out?
Yes. If the event filled up while other residents were checking out and one of those holds expires, the released tickets go to the waitlist. You’ll receive an email when tickets are available for you.
I saw “Only 1 ticket is available for this event. Please reduce your quantity and try again.”
Fewer tickets remain than you selected. Lower your quantity to the number shown and continue.
I saw “The capacity for this event is now full.”
Another resident reached checkout for the last tickets at the same moment. Go back to see what’s still available, or join the waitlist if the event has one.
The time I wanted is no longer showing on the venue calendar.
Another resident is checking out for that time. If they don’t complete payment within 15 minutes, it becomes available again.
I saw “This time was just booked by someone else. Please choose another time.”
Another resident reached the payment screen for that time first. Choose a different time to continue.
My card was declined. Did I lose my tickets?
No. Your tickets or time stay held while you try another card, as long as you complete payment within the 15 minutes.
I went back and changed my ticket quantity. Am I holding both selections?
No. Your newest selection replaces the earlier one once you reach the payment screen again.
I had checkout open in two tabs and one says my session expired.
Only your most recent checkout is held. Complete payment in the newest tab — you were not charged in the other.
I’m buying through a waitlist invite. Do I have 15 minutes?
No. Your tickets are already reserved for you, and you have the full purchase window stated in your waitlist email.
Does this apply to memberships or free events?
No. Memberships, free event tickets, and free venue reservations work the same as before.
Visual Reference:
[Placeholder — add the checkout hold lifecycle diagram (1 hold, 3 outcomes) from the source guide.]