Use this guide when Stripe will not connect, a protected Booking is waiting or a saved card cannot be used. It explains what the state means and the safest next action. Booking Protection is separate from a Deposit: it saves a card and only charges it when a configured late-cancellation or no-show fee is due.
- Check the Stripe status in Hub.
- Check the Booking status and payment details.
- Retry card setup or choose another time when it is safe.
- Escalate with the details Support needs.
1. Check the Stripe status in Hub
Open Organisation > Integrations, or Organisation > Deposits & Payments, and find the Stripe card. The card can show these states:
- Connected: Stripe can be used for payment options that need it.
- Setup incomplete: Stripe is connected, but charges are not enabled yet. Choose Continue set-up and complete the outstanding Stripe request.
- No status or Connect Stripe: Stripe is disconnected; there is no active Stripe connection for this Organisation.
If you have just chosen Disconnect, payment options that need Stripe cannot complete until you connect the intended account again. Do not turn on Deposits or Booking Protection until Hub shows Connected. Do not assume that returning from Stripe means the account is ready. Hub uses Stripe's current account status, not just the fact that onboarding was opened.
Stripe says the account is under review
Stripe may show that it is reviewing the business or information you submitted. During that review, Hub can still show Setup incomplete because Stripe has not enabled charges. This is not a Setora Booking error.
- Read and answer any request for information in Stripe.
- Return to Hub and refresh the Stripe card after Stripe updates the account.
- Leave payment options that need Stripe off until Hub shows Connected.
- Do not disconnect and reconnect repeatedly to try to bypass the review. Stripe must complete the review.
If Stripe has not explained what is needed, contact Stripe about the account review. If Stripe shows that charges are enabled but Hub still says Setup incomplete, contact Setora Support instead.
2. Check the Booking status and payment details
Open Bookings or the Calendar in Hub, select the Booking and read its full details. These states tell you what is safe to do:
| Hub status | What it means | Safe next action |
|---|---|---|
| Pending Payment | The Booking exists but its payment side is not finished. | Open the Booking details and complete or retry the required payment; do not treat it as confirmed. |
| Pending Confirmation | The appointment time is held while a Deposit or saved-card setup finishes online. | Wait for the payment or card step to finish, or ask the Customer to retry while the time is still held. |
| Confirmed | The payment or card requirement has been completed and the Booking is live. | No payment recovery is needed. |
| Expired | The held time ran out before the payment or card setup succeeded. | Return through the same Booking Page session. Setora may reclaim the time if it is still available; otherwise choose another time. |
A Booking Page return is not proof that payment or card setup succeeded. New-card Booking Protection uses Stripe's hosted Checkout, and Hub confirms the Booking only after it receives and verifies the Stripe result. A return through the same Booking Page session can recover an active hold and may reclaim an expired hold when the time is still available. Do not reopen or reuse an old Stripe payment page directly.
Check before moving on: Never promise the held time to someone else while Hub still shows Pending Confirmation. A pending hold can expire and release the time.
3. Fix a failed card setup
A failed card-setup state means Stripe did not save a card for Booking Protection. The Booking will not become confirmed from that attempt. The Customer can retry while the hold is active. A card decline or failed bank authentication should leave the held time available for a retry; it does not mean the Booking is confirmed.
Ask the Customer to:
- Return to the card step from the same Booking Page session.
- Complete any bank authentication Stripe requests.
- Try the card again, or use a different card if the bank declined it.
- Check the Booking in Hub and wait for Confirmed before treating it as booked.
If the hold has become Expired, ask the Customer to return through the same Booking Page session. Setora may reclaim the slot and restart card setup when the time is still available. Choose another time only if that recovery fails. If the Customer sees a failure but Hub still shows Pending Confirmation, allow the normal retry first rather than creating a duplicate Booking.
Do not ask a Customer to send card details through chat, email or Setora. Stripe collects card information on its secure payment page.
4. Find a missing saved card
If Hub says No saved card is available, the card was not successfully captured for that Booking, or Booking Protection did not apply. Check these points:
- The Booking was made through the public Booking Page. Bookings created by your team in Hub skip Deposit and Booking Protection setup.
- Booking Protection was enabled when the online Booking was made, and the correct Location and policy applied.
- Stripe was Connected when the Customer completed the card step.
- The Booking is not still Pending Confirmation, and its protection setup did not fail.
Separately, a retained Deposit may mean no saved-card charge is needed. It does not explain a missing saved card.
For a Booking created by your team, send the Customer the Booking Page link if they need to provide a Deposit or save a card. Do not add a card to a staff-created Booking by taking card details manually or by charging a different card without the Customer's consent.
If a protected online Booking has failed setup, let the Customer retry from the active hold or create a new Booking at another time after the old hold expires. A missing saved card means a later late-cancellation or no-show fee cannot be charged to that card.
5. Understand a declined Booking Protection charge
A saved card is not charged when a Customer books. It is used only when your team confirms a configured late-cancellation or no-show fee, unless you have separately enabled Charge saved card at checkout and the Customer has agreed to that use.
When a fee is due, Hub shows the outcome:
- Charged: the saved card charge succeeded.
- Covered by the Deposit: the retained Deposit covered the whole fee, so no saved-card charge was needed.
- Waived: an authorised team member chose not to charge.
- Failed: the charge could not be taken, for example because the card was declined, no saved card exists or Stripe is no longer connected.
A failed fee charge does not undo a cancellation or no-show. The Booking still changes to Cancelled or No Show, and Hub records the failed fee attempt. Do not keep submitting the same failed charge repeatedly. Check the failure shown in the Booking, confirm Stripe is connected, and follow up with the Customer using your own policy if appropriate.
When to contact Support
Open the chat when:
- Hub shows the wrong Stripe state after Stripe confirms that charges are enabled.
- A protected online Booking remains pending after the Customer completed the Stripe step.
- A Booking shows a failed setup or fee result that does not match what the Customer saw.
- A saved card is missing even though Hub shows the Booking as confirmed and Booking Protection applied.
Include the Booking reference, Location, Service, Staff member, appointment date and time, the exact Hub status, and the error wording or failure outcome. Say whether the Booking was created online or by your team, and whether Stripe shows Connected, Setup incomplete or an account review. Support can then check the correct flow without asking you to repeat the whole Booking.
Do not send card numbers, full Customer payment details, Stripe secret keys, client secrets or raw payment links. For a Stripe verification or account-review decision, contact Stripe using the support route in your Stripe account. Setora Support can help when Hub's status or Booking behaviour does not match Stripe.
For setup steps, see Connect Stripe to Setora and Set up Booking Protection. For status and day-to-day actions, see Create and manage a Booking.