Troubleshooting

Most problems in VendorStreet come down to one of a handful of causes: something isn’t activated, something isn’t connected, or a setting is doing exactly what it was configured to do. This page covers the issues operators hit most, grouped by what you’re trying to accomplish.

Vendors can’t book my market

Work through these in order — the first two account for most cases.

Is the market activated? A market that hasn’t been paid for can’t take bookings, no matter how complete its configuration looks. Check Billing → Pending market activations. See Billing.

Is the market status set to Active? Draft markets are invisible to vendors and paused markets are visible but unbookable. Check Market → Edit → Status & visibility. See Markets.

Is the schedule open? Individual dates have their own status. A market can be active while every date sits in draft or closed. See Scheduling.

Has the booking window opened? If you set Booking opens on a schedule, nobody can book before that moment.

Has the cutoff passed? Your Booking Rules cutoff blocks bookings within N hours of the event.

Is the vendor blocked by compliance? The vendor’s checklist shows exactly what’s outstanding. A commonly missed cause is an expired document — an insurance certificate that lapsed silently stops satisfying its rule. See Vendor Compliance Rules.

A booking priced at $0, or at the wrong price

Check that a base price exists. In a Capacity-mode market the base price comes from the capacity tier; in a Spaces-mode market it comes from the booth’s Base price (USD). If neither is configured, there’s nothing to price from. This is the usual cause of a zero-dollar booking.

Check for a vendor type override. Vendor type pricing replaces the base price rather than discounting it. A vendor on a $25 nonprofit rate pays $25 regardless of which tier or booth they picked.

Check for an automatic discount. A discount with no promo code applies to everyone, silently.

Check overlapping penalty windows. Two late-booking penalties covering the same hours produce results that are hard to predict. Keep windows adjacent, not overlapping.

Full detail in Pricing Rules.

My experience isn’t taking bookings

Is Stripe connected? Every experience booking is a paid Stripe checkout. Without a connected account, guests are turned away at payment. Check Settings → Organization → Payouts and confirm the badge reads Connected. See Payments & Payouts.

Did slots actually generate? Creating a schedule generates slots, but generation requires Duration (minutes) to be set. Without it, no slots are created.

Are the slots in the future? Slot generation is capped at 365 days, and past slots aren’t bookable.

Has the booking cutoff passed for the sessions you’re looking at?

Is the price above zero? Free experiences aren’t supported.

See Experiences.

My time slots disappeared or changed

Regenerating slots deletes and rewrites every slot for that schedule — it’s not an incremental update. If you edited a schedule and clicked Generate slots, the previous slots for that schedule were replaced.

Change the pattern deliberately rather than regenerating repeatedly on a live schedule.

Seats keep becoming unavailable while I’m booking

Seat holds last ten minutes. The countdown in the Selection panel shows the time remaining; when it runs out, the selection clears and the seats return to the pool. Long phone bookings will outlast a hold. The duration isn’t configurable.

If someone else took a seat first, you’ll see a clear message — “One or more selected seats were just booked by someone else” — and availability refreshes so you can pick again.

See Venues & Seating.

I can’t find the seating tools

Seating requires Spaces mode. Set Booking mode to Spaces under Market → Edit → Basics. The spaces and seating tools stay inert in Capacity mode.

A map image is required before you can lay out seating: “Upload and select a map for this space to lay out seating.”

The Reserve seats card only appears once a seating model is set to something other than Open / general admission.

An add-on isn’t showing up

Creating isn’t attaching. A new add-on sells nowhere until you tick it onto a market, venue, or experience in the Available add-ons card.

Check whether it sold out. If Hide when sold out is on, the add-on disappears entirely from the buying UI rather than showing as unavailable. Remember stock is a single shared pool across every place it’s attached — sales at another market can exhaust it here.

Check the availability rules. On a venue, an add-on limited to specific sections, seat types, or sale modes won’t appear elsewhere. Note the rules combine as OR, not AND.

Check whether it’s archived. Filter the catalog by All to see archived items.

See Add-ons.

My reports are empty or show dashes

Dashes are often correct. Several scorecard metrics show — with Not captured yet because the data isn’t collected. Net profit and customer satisfaction are blank everywhere; venue revenue is blank because seat reservations aren’t invoiced. The full table is in Reporting & KPIs.

Empty report pages usually mean billing. Market report pages are locked until billing is activated: “This report is available after billing is activated for this market.”

Check your date range. Presets are to-date — “Month” means the 1st through today, not the whole month.

Remaining capacity shows 0 in Historical mode. That’s expected; the figure only applies to upcoming schedules.

Payouts aren’t arriving

Did you click Refresh status? VendorStreet only learns your Stripe state when you refresh. It won’t notice on its own if Stripe restricts your account later — the badge can keep saying Connected.

Check the Charges and Payouts rows separately. Stripe often enables charges before payouts, meaning you’re collecting money that’s held until you finish verification.

Payout amounts and dates live in Stripe. VendorStreet’s Payouts card shows connection status only — no balances, no history, no link across. Log in to Stripe directly.

See Payments & Payouts.

I need to refund a vendor

Market invoices can’t be refunded from inside VendorStreet — there’s no refund action, and voiding a paid invoice is refused. Issue the refund from your Stripe dashboard and reconcile it in your records.

Experience bookings can be refunded in-product with Cancel & refund.

A vendor says they registered but can’t log in

The most common cause is an unverified email address. Registration sends a verification link, and admin areas stay locked until it’s clicked. Ask them to check spam.

Still stuck?

• Re-read the doc for the feature you’re configuring — most surprises are documented gotchas.
• Check Market → Edit → Audit & Activity to see what changed and when.
• Visit the support page.