Customer's Card Declined
Why it happens
- Insufficient funds on the card
- Card has expired
- Bank flagged the transaction as suspicious
- Incorrect card details entered
What to do
- Ask customer to verify their card details are correct
- Suggest trying a different card
- Customer can update payment method in their booking confirmation email
Stripe Account Pending
Why it happens
- New account awaiting verification
- Stripe requested additional documents
- Information in your account needs updating
What to do
- Check your email for messages from Stripe
- Log into Stripe Dashboard directly to see what's needed
- Submit any requested documents promptly
- Allow 24-48 hours for review after submitting
Payout Not Received
Why it happens
- Weekend or holiday delay (banks don't process)
- Normal bank processing time (1-2 business days)
- Account verification issue with Stripe
- Incorrect bank account details
What to do
- Check Stripe Dashboard for payout status
- Verify your bank account details are correct
- Allow extra time for new accounts (7-14 days initially)
- Contact Stripe Support if payout shows "Paid" but not received after 5 business days
Customer Says They Were Charged Twice
Why it happens
This is usually a hold and a charge appearing separately on their statement:
- First: Hold placed at booking (pending, not an actual charge)
- Second: Actual charge when you accept or complete
What to do
- Explain the hold-and-capture process to your customer
- The hold will disappear from their statement within a few days
- Only the actual charge will remain
Tip: You can share our How Payments Work page with customers to help them understand the process.
Still Need Help?
If you've tried the steps above and are still experiencing issues, contact our support team.
- Your account email
- Description of the issue
- Screenshots if applicable