A client can't pay their deposit
When your policy takes a deposit, clients pay it on your booking page. They’re booked once it’s paid.
The card was declined
Likely cause: The client's bank refused the payment. They see the bank's message and 'Try another card'.
Ask them to try another card or contact their bank. To take payment another way, book them in from the calendar (no deposit is taken there), then record the payment or send a pay link from the booking.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Their bank wants to check it's them
Likely cause: The bank asked the client to confirm the payment.
Ask them to choose Continue with your bank and finish confirming. They’re booked once they have.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
The card form didn't load
Likely cause: Their connection dropped, or something in their browser blocked it.
Ask them to check their connection and reload the page, or try another browser.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Their time ran out
Likely cause: The time is held for only a few minutes while they book. If it runs out before the payment goes through, the payment is refunded in full.
Ask them to pick a time again. To give clients longer, raise A slot is held for (minutes) in Booking policy.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.
Your page can't take payments
Likely cause: Your account isn't live yet, so it can only take test payments.
Finish going live with Take real payments on the checklist on Home.
Still stuck? Chat with us in your dashboard — the assistant can bring in our team. Can't sign in? Contact us.