My payment failed — what should I do?

First check /account — if no booking appears, the payment did not complete and you can safely try again after confirming your card details, available balance, and that your bank approved the online/international transaction (many failures are declined bank verification steps). If money appears deducted but there is no booking, it is almost always a temporary authorisation that your bank auto-reverses within a few business days; contact support with the charge details if it does not clear.

The usual culprits

• The bank's verification step (the one-time code) wasn't completed
• Insufficient available balance
• International or online payments blocked on the card
• A simple typo in the card number or expiry

Your account is the source of truth

A scary error message means nothing by itself — if the booking isn't in /account, it doesn't exist and the room hasn't been sold to you. Always check there before retrying so you can't double-book.

"Failed" but money looks deducted?

That's an authorisation hold from the failed attempt. Banks reverse these automatically, typically within a few business days — the money was reserved, never taken.

When to bring us in

If a hold hasn't cleared after a few business days, or you're seeing repeated failures you can't explain, open a support ticket with the date, amount and last four digits of the card and we'll investigate.

More billing answers live in payments & account help.