Stripe and payment problems

Stripe and payment problems

Guest card payments (Stripe Connect)

Guest money is charged on your Stripe Connect account (direct charges). ResNeo never holds the deposit.

1. Open Settings → Payments and finish every Connect step (business details, bank account, then identity where Stripe asks).
2. If Stripe shows restricted or pending requirements, open the Stripe Dashboard from the links in app and clear every task.
3. When Connect is not active, the dashboard warns you and guests may be blocked from paying online.

Guest checkout fails even though Connect looks fine

• Confirm the booking still exists and is in a state that allows payment (for example not already cancelled).
• Try another test card to rule out issuer declines (Stripe test cards in test mode).
• For embedded booking flows, check the browser is not blocking third party cookies or scripts aggressively.

Wrong legal entity on Connect

Connect the venue that should receive funds. Changing entity later means going through Stripe disconnect and reconnect flows. Talk to Support (/dashboard/support) before doing that on a live venue with history.

ResNeo subscription vs Stripe Connect

These are separate:

• Settings → Plan is your ResNeo subscription (Light, Plus, Pro, Restaurant, Founding Partner). If that is past due or fully ended, dashboard writes can be blocked and public online booking may be paused depending on tier (see the availability troubleshooting article).
• Settings → Payments is Connect for guest card charges.

Fix the side that matches the banner you see, then retest guest payment in a clean browser session.