Payment failed at checkout
When a customer cannot complete payment.
Quick answer: Payment failures usually mean the card was declined, Stripe is not fully connected, or the slot expired during checkout. Customers should try another card or pick a new time; businesses should check Payments settings.
Overview
When online payment is required at booking, checkout goes through Stripe. If payment fails, the booking is not confirmed and the customer sees an error from Stripe or Sway.
Screenshot coming soon
If you're a customer
Check your card details
Typos, expired cards, and insufficient funds are the most common causes.
Try a different card or payment method
Some banks block first-time charges to new merchants — contact your bank if declines persist.
Pick the time again
If you spent several minutes on checkout, the slot may have been taken. Choose another available time.
Contact the business
They may offer pay-at-venue booking if online payment keeps failing.
If you're the business
Confirm Stripe is connected
Open Payments settings and complete any outstanding Stripe onboarding steps.
Look for: Payments
Screenshot coming soon
Charges are disabled until Stripe verification completes. Check the service payment setting
If you only take payment at the venue, customers should not see card checkout — update the service Pricing step if needed.
Look for pending bookings
A failed checkout may leave a short-lived pending hold. The slot should free up automatically.
Common questions
Frequently asked questions
Usually no. If you see a pending charge on your statement, it should drop off within a few days. Contact your bank if it does not.
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