Understand failed payments

In case a credit card payment fails for one of your bookings, it depends on a variety of factors why this payment could have failed. These factors could be the guest's bank or credit card, settings in your payment gateway, an error in your payment gateway, etc. To find details about the payment error type, you can take a look at your reservation, and to understand the payment error you will need to check with the gateway directly.

If you have Lodgify Payments enabled, you can also refer to this article.

Read about:

• Find a payment error code in Lodgify
• Common Stripe errors
• Check your range limit for Authorize.net

Find a payment error code in Lodgify

If a payment transaction for one of your reservations in Lodgify has failed, the first step is to find details about why this error occurred. The payment gateway's error code can be found in your reservation details in Lodgify. To find the error code, follow these steps:

1. Go to your left-hand menu and select Reservations.
2. Select the booking that contains the failed transaction and scroll down to the Payment collection box.
   
   💡 Note: if the failed transaction was for the pre-authorization of the security deposit, scroll down to the Security Deposit box and follow the below steps.
3. Now click on the failed payment. A slider will open up where you will be able to see all the transaction details such as the Payment Gateway, Transaction ID, and the payment gateway's Error Message.
   💡 Note: You can use the Lodgify Transaction ID to identify a transaction in your payment gateway.
   
4. As these errors are created by your payment gateway, you will need to check the payment gateway's documentation on why the error occurred.
   ⚠ Important: This is not an error thrown by Lodgify, so you need to consult directly with your payment gateway to understand what caused this error. The above information will help you describe to the gateway's customer support what error was caused and which transaction you are referring to.
   
   To check the payment gateway's error code documentation, check here:
   • Stripe
   • Payyo
   • Braintree
   • Authorize.net

Common Stripe errors

Error #1:

Sometimes it can happen that when trying to charge or refund money to a guest via Stripe, you receive an error message:
"The provided key ‘sk_live_Pg******************lfVh’ does not have access to account ‘acct_1ASsOWDlQk2EmnBd’ (or that account does not exist). Application access may have been revoked.”
 This happens especially if you have revoked Lodgify's access to your Stripe account. To solve this error, you will need to disconnect (not disable) and reconnect your Stripe account with Lodgify.

To do so, follow these steps:

1. Go to your left-hand menu and select Settings.
2. In the left navigation panel, click Payments and Stripe.
   
    
3. A slide-in window will appear where you need to scroll down to the bottom and select Deactivate. Then you can reconnect your Stripe account.
4. Once Stripe has been disconnected and reconnected to your account, the error should resolve.

Error #2:

Sometimes if you import reservations from VRBO or Airbnb, etc. via the channel manager, you might receive a failed payment with the following error message in the booking's payment details: Your account cannot currently make live changes. This means that Stripe is currently not giving you permission to make any transactions in Lodgify. The typical reason for this error is that you are not (yet) fully verified in Stripe, so you would need to contact Stripe's customer support to resolve this issue.

Check your range limit for Authorize.net