Managing failed or missing payments

Guests' payment methods fail for various reasons, such as an invalid credit card or a missing payment method on a reservation. This in indicated by the payment status in a reservation.

When a payment method is declined or missing, any pending scheduled payment automations fails. You can try charging the same card again, add and charge a new payment method, or cancel the payment entirely.

Try charging the same card

Step by step:

1. Sign in to your Guesty account.

2. In the side navigation menu, click Reservations.
3. Select the relevant reservation.
4. In the left submenu, click Payments.

5. To the right of the failed payment, click .

6. In the side panel, click Try again.

7. In the pop-up, click Try again.

If the charge fails again, proceed with the following steps. 

Add and charge a new card

Before updating a specific payment, ensure the new credit card information is saved to the guest's Guesty account.

Step by step:

1. Sign in to your Guesty account.

2. In the side navigation menu, click Reservations.
3. Select the relevant reservation.
4. In the left submenu, click Payments.

5. To the right of the failed relevant payment, click and select Add payment method.

6. Enter the credit card details. 

7. At the bottom, click Add payment method.

8. Click on the payment line again.

9. In the side panel, click Charge now.

Replace in payment automation

If the reservation uses payment automations, learn how to turn a scheduled payment into a recorded payment using the new card.

Cancel a payment

Cancel a reservation's payment to recreate or recollect the payment later.

Step by step:

1. Sign in to your Guesty account.

2. In the side navigation menu, click Reservations.
3. Select the relevant reservation.
4. In the left submenu, click Payments.

5. To the right of the failed payment, click .

6. In the side panel, click Cancel payment.

7. In the pop-up, click Cancel payment.