Attendee Statuses

When a visitor starts the process to purchase a ticket, an Attendee record is created for them, and assigned the "Draft" status. Depending on whether or not they checkout successfully, they'll eventually be assigned a final status.

The possible statuses are:

• Published - They successfully purchased their ticket.
• Failed - The payment gateway (e.g., PayPal) rejected their transaction. The most common reason for this is that their credit card is over its limit or they entered the card number/security code/billing address/etc incorrectly.
• Canceled - They started the process, but when they reached the payment gateway (e.g, PayPal), they chose to cancel the transaction and return to the site.
• Timeout - They started the process, but never completed it. Most likely they closed their browser tab without clicking on the 'Cancel' link.
• Refund - They successfully purchased their ticket, but later went back and requested a refund.

It's normal for about 15-20% of transactions to fail/timeout/etc, but we've seen it as high as 45% in some circumstances.

There's no need to worry, it's completely normal and doesn't indicate that anything is wrong. As long as you're seeing some of the users successfully purchase tickets then it's safe to assume that everything is configured correctly.

If you'd like to double check, you can try contacting a sample of the users who didn't successfully check out and ask them to give you feedback or report any problems.