Money has not arrived

The venue has sold and the money is not in their bank yet.

Check the two switches

Charges enabled means they can take money. Payouts enabled means Stripe will send it on. A venue can have the first and not the second, which is exactly what this looks like.

Then check Stripe

Balances, payout schedules and any hold live in the venue's own Stripe dashboard, linked from settings. That is where the real answer is.

And check what they are comparing

A venue comparing their bank statement to the guest-facing ticket price will always find a difference. The panel shows what they earn. See Price vs what you earn.

Important notes

A partner never gets a link into a venue's Stripe dashboard — it shows balances and bank details. Talk them through where to look; do not ask them to send you screenshots of it.