Troubleshooting

Payments troubleshooting

Most payment failures are card/bank side or a quote that was never published with valid rates.

  1. Confirm the amount & currency

    Operators: check the booking / invoice total in Finance. Money is stored as integer pence.

    Finance invoices screen
    Finance — verify invoice amount and status

  2. Empty or zero public quotes?

    Publish pricing first. Gaps on Pricing overview mean classes are not ready to quote.

    Pricing overview with gaps
    Fix pricing gaps and Publish before blaming Stripe

  3. Retry with another card

    Ask the passenger to retry. If Stripe Elements shows a bank decline, that is not an app bug.

  4. Check Connect / payouts (operators)

    Connect — incomplete onboarding blocks some charge flows.

  5. Still failing?

    Capture the booking id, approximate time, and last 4 of card (never full PAN) for support.

Never paste full card numbers, CVCs, or raw Stripe secret keys into tickets or chat.