Reservation stuck in Pending
Pending means checkout started but the payment has not completed yet. It is a different status from Uncaptured, where the card was approved and the booking is confirmed but the money has not been collected. Pending reservations show a Pending payment status in Reservations and a Pending badge in the Host App.
A new online booking shows Pending
Possible causes
- •The guest is still on the payment step, closed the page, or had their card declined.
Fix
Wait. Every 15 minutes Rex checks Pending checkouts that are more than 15 minutes old. If the payment went through (Rex asks Stripe or Teya), the reservation is confirmed. If not, it is deleted and drops out of Reservations, so an abandoned checkout is gone 15 to 30 minutes after it started.
A booking taken on a card reader, Square invoice or GoTab tab stays Pending
Possible causes
- •The payment on the reader, the Square invoice or the GoTab tab has not been completed.
Fix
Finish the payment where it was started. If it is not paid within the same 15 to 30 minutes, Rex deletes the reservation and cancels the Square invoice or GoTab tab. To remove it straight away, open it and use Actions > Cancel Reservation, which deletes a Pending reservation.
Resend Email is greyed out
Possible causes
- •The reservation is Pending. In the admin dashboard, Resend Email stays off until checkout completes.
Fix
Wait for the payment to complete. Resend Email turns on once the reservation is confirmed. If the checkout is abandoned, Rex deletes it and the guest has to book again.
Status reads uncaptured instead of Pending
Possible causes
- •The venue uses Stripe with Capture Payment turned off, so Rex only authorizes the card. The booking is confirmed, and the Payment History card shows the charge as Uncaptured.
Fix
Capture or release the hold in your Stripe dashboard; Rex has no capture button. To charge cards at checkout from now on, open the venue, click Settings on the Payment card and turn on Capture Payment.
The guest was charged but the reservation is still Pending
Possible causes
- •The payment confirmation did not reach Rex. The next cleanup run checks Stripe and Teya and confirms the reservation.
Fix
Give it up to 30 minutes. If it is still Pending, contact Rex support with the reservation number and the payment reference from your processor.
Don't take a second payment for a Pending booking until it has been confirmed or deleted. If the first payment went through, Rex confirms the reservation on its own.
For declined cards and what to tell the guest, see Payment failed at checkout. Reservation Details shows the raw status in its Status row.
Updated Oct 8, 2026
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