The payment is stuck in Pending status — what should I do?

Check the webhook delivery log in tikento (Settings → Payments → Webhook log). If no webhook was received, check the URL and event settings in the gateway's dashboard. If the webhook arrived with an error, review the response code in the log.

How many times does the gateway retry sending a webhook?

YooKassa — up to 10 attempts with exponential backoff (from seconds to hours). Tochka — up to 5 attempts at 5-minute intervals. If all attempts are exhausted, use manual retry.

Can I manually confirm a payment without a webhook?

Yes. Open the attendee's record, click 'Actions' → 'Confirm payment manually'. This updates the registration status but does not create a payment record in the gateway.

How do I check if the webhook URL is correct?

In tikento, open Settings → Payments → select the gateway. Copy the displayed webhook URL and compare it with the URL specified in the gateway's dashboard. They must match exactly, including the protocol (https://).

Webhook Not Received: Troubleshooting

Problem Symptoms

An attendee reports that they paid for the ticket, but:

The registration status is "Awaiting payment"
The ticket email has not arrived
In the attendee list, the payment status is pending

Most often, the cause is that the webhook from the payment gateway was not delivered or was not processed by tikento.

Step 1. Check the Webhook Delivery Log

tikento maintains a log of all incoming webhook requests:

Open Settings → Payments.
Select the gateway (YooKassa or Tochka).
Go to the "Webhook log" tab.

The log displays:

Request date and time
Event type (payment.succeeded, payment.canceled, refund.succeeded)
tikento's HTTP response code
Request body (for diagnostics)
Processing status (success / error)

Possible Results

Situation	What It Means	What to Do
Webhook not in the log	Gateway did not send or could not deliver	Go to Step 2
Webhook present, code `200`	Processed successfully	Verify that the `payment_id` matches the problematic payment
Webhook present, code `4xx`	Validation error (invalid signature, unknown format)	Go to Step 4
Webhook present, code `5xx`	tikento internal error	Go to Step 5

Step 2. Check Webhook Settings in the Gateway

YooKassa

Open "Settings" → "HTTP notifications".

Make sure the webhook URL matches:

https://app.tikento.com/webhooks/yookassa/{shopId}

Check that all required events are selected:
- payment.succeeded
- payment.canceled
- refund.succeeded

Tochka

Open "Integration" → "Notifications".

Make sure the webhook URL matches:

https://app.tikento.com/webhooks/tochka/{merchantId}

Check the event filters.

Common URL Errors

Missing https:// (using http:// — gateways require HTTPS)
Trailing slash at the end of the URL
Incorrect shopId or merchantId in the path
URL from an old connection (if you reconnected the gateway)

Step 3. Check Webhook Endpoint Accessibility

If the URL is correct but the webhook is not being delivered, possible causes:

Firewall or CDN is blocking incoming POST requests from the gateway
Timeout: tikento did not respond within the allotted time (gateways typically wait 10-30 seconds)
DNS issues: the domain does not resolve on the gateway's side

To verify, use a test webhook from the gateway's dashboard (if available) or request a resend.

Step 4. Validation Error (4xx)

If the webhook arrived but tikento returned a 4xx error:

Code	Cause	Solution
`400`	Invalid request body	Check the notification format in the gateway. Make sure JSON format is selected, not XML
`401`	Invalid request signature	Make sure the `secretKey` in tikento is current. If you regenerated the key in the gateway, update it in tikento too
`404`	Incorrect webhook URL path	Check the URL — the `shopId` / `merchantId` may be incorrect
`409`	Duplicate webhook (already processed)	This is normal behavior — idempotency protection triggered. The payment has already been processed

Step 5. Internal Error (5xx)

If the webhook was received but tikento returned 5xx — this is a temporary error on tikento's side. In most cases:

The gateway will automatically retry delivery (see retry policy below).
The issue is usually resolved on the retry.
If the error persists — contact tikento support.

Retry Delivery Policy

Gateway	Number of Attempts	Intervals
YooKassa	up to 10	Exponential backoff: 1s, 5s, 30s, 2min, 10min, 30min, 1h, 3h, 6h, 12h
Tochka	up to 5	Fixed interval: every 5 minutes

If all attempts are exhausted, use manual retry.

Open the event → "Attendees".
Find the record with the stuck status.
Click "Actions" → "Confirm payment manually".
Specify a reason (for audit).

Manual confirmation updates the registration status and sends the attendee an email with the ticket.

Testing Webhooks

To ensure the webhook is working correctly, before or after setup:

Test Payment

Create a test event with a paid ticket.
Connect the gateway in test mode.
Pay with a test card (4111 1111 1111 1111).
Check the webhook log — an entry with code 200 should appear.
Verify that the registration status updated to "Paid".

Test Webhook from the Gateway

Some gateways allow sending a test webhook manually:

YooKassa: in the "HTTP notifications" section, click "Send test notification"
Tochka: contact Tochka support to send a test notification

Prevention

To avoid webhook issues:

When changing API keys in the gateway, immediately update them in tikento
Do not delete or change the webhook URL unnecessarily
Periodically check the webhook log for errors
When reconnecting a gateway, always run a test payment