Payment failed — what to do
When a guest's payment fails at checkout, their reservation is created with a "Failed" payment status. Here's how to handle this situation.
1
Find the failed reservation
Go to Reservations and filter by Payment Status "Failed". Locate the guest's reservation.
Reservations
2
Review the failure reason
Open the reservation and check the Transactions section. The failed transaction should show a reason (e.g. "Card declined", "Insufficient funds").
Reservations
3
Contact the guest
Reach out to the guest to provide a new payment method or resolve the payment issue.
Reservations
4
Check your payment processor
Log in to your Stripe or Square dashboard to see the full error details for the failed charge.
Settings›Integrations
5
Re-attempt payment manually
If the guest provides a new card, you may need to manually process payment through Stripe or Square's dashboard.
Settings›Integrations
Updated May 12, 2026
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