Report totals do not match
Use this when two numbers that "should" agree do not — a dashboard versus an export, ToucanTix versus the payment provider, or an event report versus Sales > Documents. Most mismatches are two correct numbers answering different questions.
1. Fix the date basis first
Before comparing anything, state which date each number uses: event date, order date, invoice date, payment date, or provider settlement date. A ticket sold in March for an event in May appears in different months depending on the basis. Comparing sources with different date bases is the single most common cause of mismatches — see the reconciliation rule in Reconcile one event after it ends.
2. Name both sources exactly
Write down which report, list, filter, or export produced each number: the exact date range, event, location, and payment-state filters. Two invoice-list views with different Filter by selections are different sources. Re-run both with identical filters before investigating further.
3. Check canceled, refunded, and free tickets
Decide whether each source includes:
- canceled orders and canceled order items
- refunded and refund-required amounts
- free tickets, discounts, coupons, and voucher-paid items
- no-shows and canceled attendees
Attendee counts and revenue rarely move together: group tickets, free tickets, and reduced prices all break the one-ticket-one-payment assumption.
4. Separate POS and online sales
Confirm whether each source counts POS sales, online sales, or both. Counter sales and online sales can use different channels and different payment routes, so an online-only report will not match a total that includes the POS terminal.
5. Compare gross to gross with the provider
Payment provider payouts are usually net of provider fees. Compare ToucanTix gross totals against the provider's gross transaction totals, not against payouts. Also account for refunds, chargebacks, pending payments, and settlement timing on the provider side.
Expected result
You can explain the difference as date basis, filter scope, canceled/refunded/free items, channel scope, or provider fees — with the exact amount each factor contributes — or you have two identically filtered sources that still disagree and can escalate.
Before contacting support
Collect:
- both numbers and the exact report, filters, and date range behind each
- the date basis used for each source
- whether POS sales are included in each
- example order or invoice numbers that appear in one source but not the other
- provider dashboard totals for the same range, if the provider is involved
