If you're seeing a billing screen when you log in and can't access your dashboard, your account has been temporarily locked due to an unpaid invoice. This is usually caused by a failed card payment, even for very small amounts.
💡 Any events that are currently live will continue to run uninterrupted. Ticket sales, check-in, and box office tools all remain active while your account is locked.
Why has my account been locked?
Your account is locked when a Ticket Tailor invoice payment fails and the balance remains outstanding. This can happen even if the unpaid amount is very small. Our billing system locks accounts automatically regardless of the amount owed.
Common reasons a payment might fail:
Your card has expired or been replaced.
Your bank declined the charge (some banks block small or unfamiliar transactions).
Your card details are no longer up to date on your account.
How do I unlock my account?
The fastest way to restore access is to update your payment details and retry the payment:
From your Ticket Tailor dashboard, go to your Box office Settings then click Billing from the left-hand menu (you can access this even while your account is locked).
Click Update card details.
Once your card is saved, click the Retry payment button.
If you see a message that a retry is already in progress, wait a few minutes and click the Refresh page link to check if your account has been unlocked.
If you're having trouble adding a card, or if you'd prefer to resolve the payment another way, please get in touch with our support team via the chat button and we'll help you sort it out.
What can I still do while my account is locked?
While locked, most of your dashboard will be unavailable, but the following remain fully accessible:
Live events continue selling tickets without interruption.
Box office tools, including check-in and ticket scanning.
Your billing page, so you can update payment details and view invoices.
💡 Things to note
Our billing system applies a lock automatically when any invoice is unpaid, regardless of the amount. The lock lifts as soon as the invoice is settled.
If your card is valid but your payment keeps failing, and you've already re-entered your card details on the billing page, we recommend contacting your bank to check if they blocked the charge.