When using PayPal as the merchant processor, it can take anywhere from 24-48 hours for the funds to be released and for the tickets to be generated. This is due to a PayPal functionality called IPR (Instant Payment Review). If a patron has not received their tickets right away, it is a strong indicator that PayPal is reviewing the transaction in order to help sellers avoid any risk of potential fraudulent activity.
The Ticketleap system can time out before PayPal finalizes this transaction and therefore, tickets will not be generated.
So, what can be done for the patron and the tickets that they need? We recommend that you go ahead and manually book tickets for them with a 100% discount code. You've already been paid for the tickets, so you'll be able to get the buyer's name and email address from the Paypal payment that was made. Please click here for instructions on how to use the built-in box office module and click here on how to create a discount code.
For further information regarding IPR, please click the following link: https://help.ticketleap.com/hc/en-us/articles/215920837-What-is-the-Instant-Payment-Review-IPR-functionality-within-PayPal-
Lastly, we also suggest that you contact Paypal to have them turn off IPR. You can find Paypal's contact information at www.paypal.com.