Bookings

My customer says their payment was accepted, but the booking is not confirmed — what should I do?

Start by confirming you are dealing with the correct customer record (name, email) and ask for proof of payment: is it a real payment confirmation (receipt, Stripe confirmation email, bank statement showing a completed debit) or only a copy of an attempt (intermediate page, authorization not finalized)?

1. Is there a payment on the customer’s account?

Open Finances → Customer’s entries…, enter the customer’s name, then Analyze.

• Check the account balance: is it zero or positive (customer credit)?
• Look for a payment line matching the amount and date the customer reported.

Payment is recorded in Activiteez, but not linked to the ticket

This can happen if payment arrived after the option expired, if the activity was changed or cancelled between the start of the booking and payment completion, or if the ticket remained pending payment.

If the booking is still visible (status “to confirm” or “pending payment”):

1. Open the ticket from the activity’s participant list.
2. Ticket menu → Confirm ticket.
3. Then Pay ticket … by debiting the account to link the payment already recorded on the customer account to the ticket.

If the booking no longer appears on the activity:

1. In the participant list, check Deleted (box next to the name search) to show deleted bookings.
2. Otherwise, find the line in Finances → Customer’s entries… → Analyze, filter Trash if needed.
3. Line menu → Restore or Restore to activity.
4. Confirm the ticket (Confirm ticket), then Pay ticket … by debiting the account if the customer balance allows it.

For the Finances workflow in detail: Invoice a customer’s entries.

2. No payment entry in Activiteez

Check directly on dashboard.stripe.com (Stripe account connected to Activiteez) whether the payment succeeded.

• Stripe payment OK, no Activiteez entry: payment was not recorded in Activiteez — contact support with the Stripe payment ID (Payment intent or Charge).
• Payment missing or failed on Stripe: the customer was not debited; the “confirmation” they show may be only an attempt. Ask them to complete the booking flow again, or settle manually according to your process.

For SEPA direct debits (debit visible to the customer before final confirmation), see also How do I know if my customer was debited via Stripe SEPA?.

Guides: Bookings →