Payment failed at checkout
When a guest's payment fails at checkout, Rex still creates the reservation but marks it with a Failed payment status. Here's how to find it, understand why it failed, and get the guest paid.
Common causes
- Card declined by the bank — insufficient funds, a frozen card, or a fraud hold
- Incorrect card number, expiry, or CVC
- A card that doesn't allow online or international transactions
- A billing address or ZIP mismatch
Resolve a failed payment
Find the reservation
Go to Reservations and filter by Payment Status: Failed, then open the guest's reservation.
Check the failure reason
Open the Transactions section on the reservation. The failed transaction shows a reason such as Card declined or Insufficient funds.
Check your payment processor
Log in to your Stripe or Square dashboard for the full error details on the charge.
Collect payment
Contact the guest for a new card, then re-attempt the charge — manually through your Stripe or Square dashboard if needed.
What to tell the guest
Retry with correct details
Ask them to double-check the card number, expiry, CVC, and billing ZIP.
Try another card
If it fails again, have them try a different card.
Call their bank
The bank may have blocked the charge — they can call the number on the back of the card.
Pay on-site
If the guest is at your venue, take payment through your in-person system and create the reservation from the admin dashboard.
Updated Jun 10, 2026
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