Troubleshooting: deposit and payment issues
Fix common problems with deposit links, guests unable to pay, pending bookings, Stripe status and refunds.
Open Settings (in your ResRes dashboard; sign-in required)Open Reservations (in your ResRes dashboard; sign-in required)
Use the symptom that matches what you see.
The guest says the payment link doesn't work
- Open the booking's Deposit section and check its status and Pay by deadline.
- If the deadline passed, or you see Deadline changed — earlier links no longer work, choose Set new deadline or resend, then share the new link.
- If you see Created in a different payment mode (live or sandbox), the link was made in test mode. Withdraw it and send a new request.
The guest can't pay at all
- Stripe is disconnected – reconnect in Settings → Payments. The guest can't pay until you do.
- The restaurant's Stripe account changed – withdraw the request and send a new one.
- The card was declined – ask the guest to try another card. ResRes doesn't see the reason for card declines.
The booking is stuck as pending
Bookings needing a deposit stay pending until the guest pays (and you accept, if your rules ask for that). If you don't need the deposit, a manager can Waive (manager) with a reason.
Online bookings stopped asking for deposits
- Check Settings → Payments says Deposit collection is switched on for online bookings.
- Check a deposit rule is active and matches the booking (service, days, party size).
- Deposits are off for new online bookings. Requests already sent still work.
Money hasn't reached the bank
Payouts are handled by Stripe. If ResRes shows Stripe has not enabled payouts yet, finish your bank details with Continue in Stripe.
Refund problems
- No refund button: only owners and managers can refund, and only payments that haven't already been fully refunded.
- Refunds take several working days to appear on the guest's statement.
Troubleshooting checklist
Still stuck? Contact Support with the booking reference. Never send card numbers.