What if payment is not made within 30 minutes when requested to finalize the registration?

Question

An athlete registered for our cross-country race on 4/12, which requires immediate payment. The payment apparently did not go through within 30 minutes, so the money did leave the account (account statement as proof), but the registration was automatically canceled. The athlete also received an automatic mailing informing him of the cancellation. Where has this money gone, because it was definitely debited from the athlete's account? Can it be recovered? How can this be prevented?

Thank you for looking into this. Details regarding the reference number, athlete's name, etc. can be provided if necessary.

Kind regards,
Mia, competition secretary

This has been automatically translated into English

Answer 1

We have now seen a number of cases in which this scenario has occurred. We process many thousands of transactions on an annual basis and a very small portion of them sometimes appear to be registered later due to technical malfunctions. In all these cases, we can easily look it up for a competition organizer, should it occur. The chance of it happening is extremely small (less than 0.1%).

The money will still be credited to the organizer and paid out to the organizer. You can find this transaction yourself in the right menu --> Payments.

You can offer to register the athlete/registrant on behalf of the organization and then manually add a fictitious payment to that athlete (right menu --> payments --> add manual payment). This will mark the athlete as paid.

This has been automatically translated into English