This guide covers the most common payment issues you might encounter and how to resolve them.

### **Stripe Onboarding Issues**

#### **"Onboarding incomplete"**

You started the Stripe setup but didn't finish. Go to Settings > Integrations > Stripe and click "Resume Setup" to continue where you left off. If the onboarding link has expired (after 24 hours), OnSeason generates a new one automatically.

#### **"Account restricted"**

* **Stripe needs additional information from you —** usually a document or business detail. Click "Open Stripe Dashboard" from your integration page and follow the prompts to provide the required documentation.

#### **"Charges not enabled"**

Your Stripe account setup isn't fully complete. The most common missing items are:

* Bank account details for receiving payouts

* Identity verification documents

* Business address or tax information

Complete all required steps in the Stripe onboarding wizard to enable charges.

Only workspace Owners and Admins can manage Stripe connections. If you see "Permission denied" in OnSeason, ask your workspace owner to configure the integration.

### **Failed Payments**

#### **"Card declined"**

The guest's bank rejected the transaction. This isn't something you can fix — the guest needs to try a different card, contact their bank to authorize the transaction, or check that their card hasn't expired. OnSeason shows the payment as "Failed" in the booking details.

#### **"3D Secure failed"**

The guest didn't complete the additional verification step required by their bank. They need to try booking again and complete the 3D Secure challenge — usually a code sent to their phone or a confirmation in their banking app.

#### **"Payment expired"**

The authorisation expired before the reservation could be confirmed in your PMS. This can happen if your PMS takes too long to respond. The guest was never charged. They may need to rebook.

#### **"Insufficient funds"**

The guest's card doesn't have enough available funds. They need to add funds to their account or use a different payment method.

### **Payout Issues**

#### **"Payouts not arriving"**

Payouts typically take 2-7 business days depending on your country and bank. To check on a payout: open your Stripe Dashboard (click "Open Stripe Dashboard" from your integration page) and go to Payouts to see the status and expected arrival date.

If a payout is past its expected date, contact Stripe support through their dashboard.

#### **"Payout failed"**

Your bank account details may be incorrect. Open your Stripe Dashboard and verify your bank account information under Settings > Bank accounts and scheduling.

#### **"Payout on hold"**

Stripe may hold payouts for new accounts during an initial review period. This is standard practice for fraud prevention and typically resolves within a few days. Check your Stripe Dashboard for details on any holds.

### **Refund Issues**

#### **"Refund not processed"**

Refunds can take 5-10 business days to appear on the guest's card statement, even after the refund is initiated. Check the booking detail page in OnSeason for the current refund status.

#### **"Partial refund amount incorrect"**

Review the refund amount on the booking detail page. If you believe the amount is wrong, contact OnSeason support with the booking reference code.

Still Need Help?

#### **If you're experiencing an issue not covered here:**

Check your Stripe Dashboard directly for detailed error messages and account notifications

Contact OnSeason support with your workspace name and booking reference code (format: ON-XXXXXX)

*Never share your Stripe Secret Key with anyone, including OnSeason support. Your publishable key (starting with pk_) is safe to share if needed for troubleshooting.*