What is Balance
Balance is your organization's ledger account on the platform. It is topped up via a regular bank transfer and is used for two purposes:
- Platform fee — automatically deducted from every paid ticket sold
- Subscription payment — deducted when your plan renews
Balance is not a bank account. Buyers' money goes directly to your payment processor; the platform is not involved in the settlement.
How the platform fee is charged
A fee is deducted from every paid ticket sold, at the rate set by your plan:
| Plan | Rate |
|---|---|
| Freemium | 4% + 20 ₽ |
| Pro | 2% + 20 ₽ |
| Business | 0.5% + 20 ₽ |
| Enterprise | 0% + 20 ₽ |
Free tickets (price 0 ₽) are not subject to any fee.
The rate is locked at the moment the ticket is paid. If you change your plan later, past charges are not recalculated.
When a ticket is refunded to the buyer, the platform fee is not returned to your Balance.
How to top up
- Go to the Billing section in your dashboard
- Click Top up balance
- Enter the amount and download the invoice as PDF
- Pay the invoice from your organization's bank account
Once the funds arrive, your balance is updated automatically.
Runway — how long will it last
Runway is a forecast of how many days your current balance will last at the current sales pace. It is displayed in the Billing section next to your balance.
Runway takes into account:
- Actual charges over the past 14 days
- Upcoming events and their sales pace
If sales accelerate, runway shrinks — and reminders arrive sooner.
Reminders
You can set up two types of reminders:
- By amount — "remind me when the balance drops below N ₽"
- By runway — "remind me when, at the current pace, there are only N days of funds left"
You can create multiple rules at once. Each rule fires no more than once per day and does not repeat until the balance rises above the threshold and drops below it again.
If you have not configured your own rules, the default rules apply.
To set up reminders: Billing -> Balance reminders.
Credit limit
When the balance drops below zero, sales do not stop immediately. The debt accumulates within a credit limit — the amount the platform is willing to extend to you.
The credit limit is calculated automatically based on:
- Your average monthly fee over the past 3 months
- Payment history (late payments reduce the limit)
New organizations receive a minimal starting limit.
Five degradation steps
If the debt grows and approaches the credit limit, the platform introduces restrictions gradually, not all at once. Several days pass between each step — you always have time to top up.
| Step | What happens | What still works |
|---|---|---|
| Notification | You receive a notification based on your configured rules | Everything works |
| Warning | A banner in the dashboard + an email | Everything works |
| New events restricted | You cannot create or publish new paid events | Sales for existing events continue |
| Partial suspension | Payment acceptance for events more than N days away is paused | Upcoming events continue selling |
| Full suspension | Payment acceptance is fully paused | Ticket delivery, check-in, refunds, free events, dashboard access |
Important: at no step does the platform touch already-sold tickets, block check-in, disable buyer refunds, or restrict access to your dashboard.
How to remove restrictions
Top up your balance. All degradation steps are lifted automatically and instantly — no need to contact support.
How this differs from the grace period
These are often confused, but they are different mechanisms:
| Grace period | Balance degradation | |
|---|---|---|
| Cause | Subscription (plan) payment failed | Balance (platform fee) exhausted |
| When | When a plan charge fails | When the balance goes negative |
| How to resolve | Update payment method | Top up balance via invoice |
| Consequence | Downgrade to Free | Payment acceptance suspended |