Why are my clients getting errors when making payments online?

Scenario 1 - The problem is happening for one specific customer

If one of your customers is experiencing errors or "technical difficulties" while completing a credit card transaction, it's likely an issue with their credit card. Here are two possible problems and solutions: 

Problem: The transaction is considered high risk
There are many reasons why a transaction may be flagged as potentially fraudulent or high risk.

Solution: The customer should contact their card issuer (toll free # on back of card) to get more information about why the transaction is failing.

Problem: If you use PayPal to process payments, the credit card may be connected to a closed PayPal account
If your customer's credit card is connected to an old PayPal account, PayPal will flag this as high risk and prevent any transactions. 

Solution: the customer needs to phone PayPal and request to have their credit card removed from the old account.

Scenario 2 - The errors are happening for more than one customer

If multiple customers are experiencing errors or "technical difficulties" while completing credit card transactions, it's likely an issue with your Payment Processor Account (ie. your Stripe, Square or PayPal account). Here are all possible problems and solutions: 

Problem: Processor is experiencing technical issues 

Solution: Ask your client to wait a few minutes then try again. 

Problem: Your credit card details have changed
Ex: your business had an address change, name change, expired credit card, new credit card added to your business Processor account on Stripe, Square or PayPal. 

Solution: Log in to your processor account (stripe.com or square.com or PayPal.com) and then update all of your account info, bank details, credit card information, etc.

Problem: Your Processor account is unverified
Your chosen processor account needs to be verified in order for you to accept payments online using Bookedin. 

Solution: Follow these instructions based on your chosen processor: verify PayPal account, verify Stripe account, verify Square account

Problem: You need to reconnect to Bookedin 
If your processor account (ie Stripe, Square or PayPal) is verified, and your customers are still experiencing problems, you may simply need to disconnect, then reconnect your payment processor to Bookedin.

- Log in to Bookedin website
- In the top navigation, choose Settings, then Online Payments
- Click disconnect beside your Payment Processor
- Then re-connect by clicking your chosen processor and follow the prompts to reconnect.

If you're still having problems feel free to contact us any time.