Customers don't see the payment step
If the payment step doesn't appear at all, check the following:
Is the Online payments module on?
Go to Administration > Modules and check whether Online payments is on. If it is off, the widget always skips the payment step, and you won't even see the switch on the service.
Is payment required for the service?
Go to Services, click the service and check whether Require payment at booking is on. If it is off, the widget skips the payment step for that service.
If you can't turn the switch on, no payment provider is ready yet. Connect one first; see below.
Is your payment provider connected?
Go to Administration > Payments & accounting, Payments tab. If your provider (Stripe or Mollie) isn't connected, or the onboarding isn't finished yet, customers can't pay.
See also: Setting up payments.
Customers are missing a payment method
On the Payments tab, click your provider. In the window that opens, choose under Payment methods which methods customers see, such as iDEAL, Bancontact or Klarna. If a customer is missing one, check that it is on.
Customers get an error when paying
Is your provider in test mode?
Both Stripe and Mollie have a test mode. In test mode, customers can't pay with real payment details.
- Stripe: switch to live mode in your Stripe dashboard. Use test card numbers for test payments.
- Mollie: switch to live mode in your Mollie dashboard.
Is your account fully verified?
Both providers require identity verification before you can receive payments. Go to your active provider's dashboard and check whether there are verification steps still open.
- Stripe dashboard: connect.stripe.com/express_login
- Mollie dashboard: my.mollie.com/dashboard
Has your provider restricted your account?
In rare cases a provider can temporarily restrict your account. Check your email for messages from Stripe or Mollie and follow the instructions to restore your account.
The customer paid but the appointment isn't confirmed
This can happen when the connection dropped during the payment. The appointment is then still on Awaiting payment.
- Check in your provider's dashboard whether the payment came in.
- Go to Appointments > Pending payment and open the appointment.
- Click Mark as paid and enter the amount received. The appointment is then confirmed.
An appointment that has been awaiting payment for 30 minutes is cancelled by Stippa automatically, so the time becomes free again. If it is no longer under Pending payment but the customer did pay, create the appointment again or get in touch with the customer.
Still need help?
Click Send feedback in the side menu, or read Reporting a problem or contacting support.