Bookings
A guest cannot pay a deposit or payment link
What to try when a payment link fails for a guest, shows unpaid after they paid, or charges twice.
2 min read · Updated
In short: resend the link from Outstanding Payments and have the guest try another device. Paid but unpaid, or charged twice? Check Charges before charging again.
Check in this order: The guest cannot pay, then Paid but showing unpaid, then Charged twice3 checks in order: 1, The guest cannot pay; 2, Paid but showing unpaid; 3, Charged twice. The first is the most likely cause. Then: The charge shows Paid, once.
- 1Most likelyThe guest cannot pay
- 2Paid but showing unpaid
- 3Charged twice
The charge shows Paid, once
The guest cannot pay
- Go to Bookings › Outstanding Payments, then pick the venue in the venue filter.
- Click the three dots (Payment actions) on the guest's row.
- If the deadline has passed, choose Extend deadline, pick a New deadline, then click Extend deadline.
- Choose Resend reminder now to send the guest a fresh email.
- Ask the guest to open the new link in their phone's browser, and to try another browser or device if the page sticks after their card details.
Paid but showing unpaid
- Go to Bookings › Charges and search the guest's name.
- Check the row’s status: only Paid (or Part paid) confirms money has arrived.
- Check your payment provider's dashboard for the payment before taking the money again.
Charged twice
Do not take or move any money yet. You can refund the duplicate from Charges (Refund on the charge), but if you are not certain which one is the duplicate, email us first.
Check it worked
The charge shows as paid once on Charges, and the booking no longer sits on Outstanding Payments.
If that does not fix it
Email support at agent@stampede.ai with:
- The guest's name and booking date.
- Whether they were on an iPhone or Android.
- A screenshot of where they got stuck.
Good to know
- Reminder timing, deadlines and what happens when one passes live in payment reminders.
- Refunds are given from the Charges page. See see deposits and charges.
- A deposit that never reached the Square bill is a different problem. See the Square bill.
- FOH, Marketing and IT cannot see these pages, and Bookings Manager cannot see Outstanding Payments.
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