Stripe and payment problems
Client payment errors, unfinished Stripe setup, and the difference between Stripe Connect and your ResNeo subscription.
Stripe and payment problems
Payment trouble is almost always one of two things, and they live on different tabs. Only an admin can see either.
- Settings → Payments is Stripe Connect: how your clients pay you. Their money goes to your own Stripe account.
- Settings → Plan is your ResNeo subscription: what you pay us.
Fixing one never fixes the other.
Clients get a payment error and no booking appears
Stripe is not finished, but a service is set to take money. Open Settings, then Payments, and read the Stripe payments card:
- Amber Step 1 incomplete: click Continue Stripe setup and work through to the end with Stripe.
- Blue Step 2: Identity verification required: click Complete identity verification. If that page will not open, Stripe's verification system is not ready yet, so wait a moment and click it again.
- Both steps ticked but clients still cannot pay: Stripe is reviewing your account. Refresh later, and watch for an email from Stripe asking for another document.
You are ready only when the card reads Stripe connected; charges enabled.
Until then, a booking that needs a deposit, full payment or a card hold fails at the last step and is cancelled, so nothing reaches your diary. Your client sees Venue has not set up payments if Stripe was never started, or Payment setup failed once an account exists but charges are still switched off. To keep taking bookings meanwhile, open Services, click Edit, and choose No online payment under Online payment when booking.
The card shows a red message
Failed to check Stripe status means ResNeo could not reach Stripe for a moment. Click Retry.
Stripe is finished but nobody is charged
Connecting Stripe does not ask anyone for money by itself. Set Online payment when booking on each service that should take a deposit or a payment.
A payment link will not open
Send payment link, under Payments and confirmation on a booking, only appears while a deposit is genuinely outstanding. If your client reports Invalid or expired link, the link has been used or the booking has moved on. Send a fresh one.
I cannot save anything in the dashboard
That is billing, not Connect. A past due subscription answers every save with Billing is past due. Add or update your payment method under Settings → Plan to continue editing., on every plan. Fix it with Update payment method or Manage Billing on Settings → Plan.
Still stuck
Open Support from the sidebar with the client's name, roughly when they tried, whether the failure was on Payments, Plan or their own card, and the account reference beginning acct_ under the Stripe payments card.