Payment Issues

If customers are unable to complete checkout, check the following:

• Stripe is connected: Go to Settings > Payments and verify the status shows Active. If Stripe is not connected, customers will see an error when trying to book any paid experience.
• Sales tax is configured: Go to Revenue > Sales Tax and verify the status shows Tax Active. Checkout is blocked until tax configuration is complete.
• Experience has availability: Make sure the experience has time slots set up and there is capacity remaining for the selected date and time.

A declined card is almost always a customer-side issue with their bank or card issuer. BookingXi does not control card authorization — Stripe sends the charge to the customer's bank, and the bank decides whether to approve or decline it.

Common reasons for declined cards include insufficient funds, expired cards, incorrect card details, or the bank flagging the transaction for fraud prevention. Advise the customer to:

• Try a different credit or debit card
• Contact their bank to authorize the transaction
• Verify the card number, expiration date, and CVV are correct
• Try again after a few minutes (some banks have temporary holds)

In rare cases, a payment may show as pending in Stripe rather than immediately succeeding or failing. This typically occurs with certain bank transfers or when Stripe's fraud detection system requires additional review.

Pending payments usually resolve within a few minutes. The booking is created with a Confirmed status only after the payment fully succeeds. If the payment fails after the pending state, no booking is created and the customer is notified.

Refunds processed through Stripe take 5-10 business daysto appear on the customer's bank or credit card statement. This timeline is controlled by the customer's bank, not by BookingXi or Stripe.

If a customer reports that their refund has not appeared after 10 business days, verify in the Stripe Express Dashboard that the refund was processed successfully. If the refund shows as completed in Stripe, advise the customer to contact their bank.

Stripe's standard payout schedule is 2 business days. However, new Stripe accounts may experience longer payout holds (up to 7-14 days) while Stripe completes identity and business verification.

If payouts are delayed beyond the expected schedule, check your Stripe Express Dashboard for any pending verification requirements. Stripe may need additional identity documents or business information before releasing funds.

Payouts are not sent on weekends or bank holidays. A payment made on Friday may not arrive until the following Tuesday or Wednesday.