If you’re a Traveller trying to pay for a booking and it fails:
- Double-check the card details you entered (card number, expiry, CVC). A single digit off will cause a decline.
- Ensure your card hasn’t expired and has sufficient funds or credit limit available.
- Sometimes banks flag unfamiliar or online transactions. You might receive an SMS or app notification from your bank to verify the charge. Approve it if so. Or call your bank’s support to make sure they aren’t blocking the payment.
- Try a different payment method if you have one (another card, or Apple Pay/Google Pay). This can pinpoint if it’s an issue with a specific card.
- If you’re overseas or using a card from another country, let your bank know to approve international charges (though the charge is in AUD, foreign banks might still need confirmation).
- Rarely, Stripe’s risk system might decline a transaction for security reasons (if it suspects fraud). You may try an alternate card in the meantime.
For Providers: if a Traveller’s payment failed, the booking won’t confirm. You should not proceed with a service unless the booking is shown as confirmed in the app. Encourage the Traveller to follow the steps above. Do not accept cash; instead, perhaps reschedule once they sort out their payment method. If the issue persists, advise them to contact support.