Top Ups

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Overview

Top ups allow customers to load funds onto their account balance, which they can then spend on future purchases. Customers purchase top-up items just like any other sale item — through the ticket shop or box office — and the funds are credited to their balance once the order is complete. Top ups are managed as sale items in the admin panel. You can offer fixed-amount top ups (e.g. £10, £25, £50) or variable-price top ups where customers choose their own amount. Each top-up item can be configured with its own pricing, sales channels, and tax settings.

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Creating a Top Up

To create a new top-up sale item:

1. Navigate to Account Balances > Top Ups
2. Click Create topup
3. Configure the top-up item (see Configuration below)
4. Click Save

The top-up item becomes available for purchase through the sales channels you select.

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Configuration

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Pricing

Top ups support two pricing models: Pricing is configured per currency — if your company operates in multiple currencies, you set pricing for each one independently.

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Sales Channels

Top ups can be sold through:

• Ticket shop — customers purchase top ups from their account page or during checkout
• Box office — staff sell top ups on behalf of customers

Control visibility with the Hide from shop and Hide from box office toggles when editing a top-up item.

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Tax

Top ups use standard tax band assignment. If your company has tax bands configured, you can assign one to a top-up item just like any other sale item.

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Fees

Top-up items support fee configuration. Fees can be:

• Fixed — a flat fee added to each top up
• Percentage-based — a percentage of the top-up amount
• Minimum/Maximum — bounds on the fee amount

The fee display depends on your company’s fee absorption settings — fees may be shown separately or included in the displayed price.

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Availability

You can control when top ups are available for purchase using:

• On sale from — the date and time the top up becomes available
• On sale until — the date and time the top up stops being available

Top-up items always have unlimited stock — they never sell out.

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How Customers Purchase Top Ups

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From the Account Page

Customers can top up their balance from the Account section of the ticket shop:

1. The customer navigates to their account page
2. They click Top up on their balance card
3. A modal opens showing their current balance and projected balance after top up
4. They select a top-up package (or enter a custom amount for variable-price top ups)
5. The top-up item is added to their basket and they proceed to checkout
6. Once the order is complete, the funds are credited to their account balance

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During Checkout

If balance spending is enabled, a top-up card appears in the checkout sidebar showing:

• Current balance (if the customer has no top ups in the basket)
• Balance after checkout (if the customer has added top ups to their basket)

Customers can click Add top up to add a top-up item to their current order.

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How Top Ups Are Credited

When a customer completes an order containing a top-up item, the funds are automatically credited to their account balance. The top-up amount is recorded as a transaction on the customer’s wallet — either as an Online top up or Offline top up depending on the payment method used. Each top-up item can only be claimed once. If an order contains multiple top-up items, each is credited individually.

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Claiming Gift Vouchers

Customers can also add funds to their account balance by redeeming gift vouchers. This is a separate flow from purchasing top ups, but the result is the same — funds are credited to the customer’s wallet. To claim a gift voucher:

1. The customer clicks Claim gift voucher on their account page
2. They enter the voucher code
3. The system validates the code and shows the voucher amount
4. The customer clicks Redeem to add the funds to their balance

The transaction appears in their history as Claimed gift voucher.

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Managing Top Ups in Admin

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Viewing Top Ups

Navigate to Account Balances > Top Ups to see all top-up sale items. The list shows each top-up item with its name, pricing, and availability status.

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Editing a Top Up

Click on any top-up item to edit its configuration. You can update pricing, sales channels, tax bands, and availability dates. Changes take effect immediately for future purchases.

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Top Up Transactions

When a customer purchases a top up, it appears in the admin Account Balances > Transactions list. Each top-up transaction shows:

• The customer who purchased it
• The amount credited
• The transaction type (Online top up or Offline top up)
• The date and time

You can also view a specific customer’s top-up history from their wallet page at Customers > [Customer] > Account Balance. For programmatic access to wallet data, use the API to retrieve wallets, retrieve a specific wallet, or list wallet transactions.

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Cashout Expiry

If Enable online cash outs is turned on, you can set an Account balance cashout topup expiry time. After this period, top ups purchased by a customer can no longer be cashed out (refunded back to the original payment method).

• If set to zero, top ups remain cashable out indefinitely
• This only applies to newly purchased top ups — it cannot be applied retroactively to past purchases

For more on cash outs, see Cash Outs.

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