> ## Documentation Index
> Fetch the complete documentation index at: https://help.thexo.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Payment questions and troubleshooting

> Common payment issues — failed payments, missing confirmations, refunds, and unexpected charges.

Find answers to common payment questions and issues when booking through XO.

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## How do I pay for a booking?

When you finalise your booking, you're redirected to a secure Stripe checkout page. Enter your card details (or use Apple Pay / Google Pay if available) and confirm the payment.

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## What payment methods are accepted?

XO accepts all major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and other local payment methods depending on your region (such as iDEAL in the Netherlands or Bancontact in Belgium).

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## How long do I have to complete payment?

The checkout session expires after **30 minutes**. If you don't complete payment within this time:

* Your booking moves to **Declined** status.
* You'll need to start a new booking from the event page.

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## My payment failed — what should I do?

1. **Try a different payment method** — Switch to another card or use Apple/Google Pay.
2. **Check your card details** — Make sure the card number, expiry, and CVV are entered correctly.
3. **Check with your bank** — Some banks block online payments by default. Contact your bank to authorise the transaction.
4. **Try again** — Sometimes payment failures are temporary. Wait a few minutes and try booking again.

If payment continues to fail, contact your bank or try a different payment method.

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## I paid but didn't receive a confirmation email

1. **Check your spam/junk folder** — Confirmation emails sometimes end up there.
2. **Check your booking in the app** — Open the **My Bookings** tab. If the booking shows as **Confirmed**, the payment went through even if the email didn't arrive.
3. **Wait a few minutes** — Confirmation emails can occasionally be delayed.
4. **Contact the venue** — If the booking shows as Confirmed in the app but you still need the email (e.g., for entry passes), contact the venue directly.

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## I was charged but my booking isn't confirmed

Payment confirmation can take a moment to process. Wait a few minutes and refresh your **My Bookings** screen.

If the booking still shows as Pending after 10 minutes and you can see the charge on your bank statement, contact XO support at [support@thexo.app](mailto:support@thexo.app) with:

* Your name and email
* The event name and date
* The amount charged
* A screenshot of the charge from your bank app

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## Can I get a refund?

Refund policies are set by the venue for each event. To request a refund:

1. Contact the venue directly using the email or phone number on your booking confirmation.
2. Refunds are processed back to your original payment method through Stripe.
3. Timing: once approved, refunds typically appear on your statement within **5–10 business days**.

XO does not process refunds directly — all refund requests go through the venue.

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## I see a charge I don't recognise

If you see an unexpected charge related to XO on your bank statement:

1. Check your **My Bookings** tab — you may have completed a booking that you've forgotten about.
2. Check if someone else with access to your account may have made a booking.
3. If you genuinely don't recognise it, contact XO support at [support@thexo.app](mailto:support@thexo.app) immediately.

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## Is my payment information secure?

Yes. All payments are processed by Stripe, which is PCI DSS Level 1 certified — the highest level of payment security. XO never stores your card details. All payment data is handled entirely by Stripe.

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## Why is the price higher than what was advertised?

The price shown on the event listing is the base ticket price. At checkout, a **platform fee** is added on top. This fee is shown clearly before you confirm payment — there are no hidden charges. See [How are fees calculated?](../payments/fees-explained) for a full explanation.