My payout is stuck or late
What the settlement statuses mean and how to get things moving again.
Payouts involve two steps: Ithas Fire transfers funds to your Stripe Connect balance, then Stripe deposits them in your bank. This article covers the first step — if your Stripe balance looks right but hasn't landed in your bank, that's on Stripe's side, not ours.
First, check where you are in the pipeline
A settlement moves through these statuses:
| Status | What it means |
|---|---|
pending | Scheduled. Will transfer on the next run after the payout date for this event |
transferred | Funds moved to your Stripe balance |
failed | Transfer attempt hit an error — needs attention |
You can see the list in /admin/{your-slug}/payouts.
Common reasons payouts stay pending
- Payout schedule hasn't hit yet — check which option this event uses (ASAP / WEEK_OF_EVENT / ONE_WEEK_AFTER / TWO_WEEKS_AFTER / FOUR_WEEKS_AFTER). Later schedules mean longer waits.
- Event not marked complete — payouts gated to event end. For schedules other than
ASAP, transfers don't start until the event'sendsAtpasses. - Resale buyer-protection window — if the settlement is from a resale sale, we hold funds through the full 3-day post-event window before transferring.
- Refund in progress — if a buyer is mid-refund on this order, the settlement pauses until the refund resolves.
If the status is failed
A failed settlement means the Stripe transfer errored. Common causes:
- Stripe account restriction — Stripe may have temporarily restricted your account (KYC review, suspected activity, bank issue). Check the banner in your Stripe dashboard.
- Deauthorised Stripe connection — if you disconnected Ithas Fire from Stripe, or revoked API access, further transfers fail. Reconnect from /admin/{your-slug}/payments.
- Insufficient platform balance — rare; a platform-side issue we investigate automatically.
If a refund unexpectedly debited your bank
Refunds come out of your pending settlement balance first. If your pending balance is zero or too small, Stripe debits the bank account linked to your Stripe Connect profile for the difference.
This is normal and expected after an event — chargebacks and late refunds can land weeks later. Keep a small buffer in the account during the weeks after an event so a surprise debit doesn't bounce.
If you disconnected Stripe by mistake
Once you're deauthorised in Stripe, we can no longer transfer to you. Reconnect at /admin/{your-slug}/payments and any pending settlements resume on the next run. failed settlements from during the deauthorisation window are retried automatically once your Stripe link is healthy again.
Still stuck?
Open /admin/{your-slug}/payouts, copy the settlement ID for the one that's wrong, and email support. Include:
- Settlement ID
- Event name and date
- What status you see
- What you expected to happen
We reply within one business day.