Payment Failed

If your payment was declined or failed to process when booking an activity, don't worry. This guide will help you understand why payments fail and how to successfully complete your booking.

Understanding Payment Failures

When you tap the "Pay" button during checkout, MyPerfectStay processes your payment through our secure payment system. If something goes wrong during this process, the booking will not be completed, and your card will not be charged. There are several common reasons why a payment might fail, and most can be resolved quickly.

Common Reasons for Payment Failure

Insufficient Funds

The most common reason for a declined payment is that your account does not have enough available balance to cover the total cost of the booking. This includes any pending authorizations that may be temporarily holding funds on your account. Check your available balance (not just your total balance) to ensure you have enough funds for the purchase.

Incorrect Card Details

When entering your card information, any small error can cause the payment to fail. Double-check that you have entered the card number correctly, with no extra spaces or missing digits. Verify that the expiration date matches exactly what is printed on your card, including the correct month and year. The CVV (the three or four digit security code) must match the code on the back of your card. Additionally, some banks require that the billing address matches the address they have on file for your card.

Expired Card

If your card has passed its expiration date, it will be declined. Check the expiration date printed on the front of your card. If it has expired, you will need to use a different card or contact your bank for a replacement.

Card Blocked by Your Bank

Banks often have fraud protection systems that may block transactions they consider unusual or suspicious. This is especially common for travel-related purchases or transactions from new merchants. Your bank may have blocked the transaction without notifying you immediately.

International Transaction Restrictions

Some cards are not enabled for international purchases by default. Since MyPerfectStay processes payments internationally, your bank may decline the transaction if your card is restricted to domestic purchases only. This is particularly common with debit cards and cards from certain financial institutions.

Daily Spending Limit Exceeded

Many cards have daily spending limits set by your bank. If you have already made purchases that day, your card may decline additional transactions until the next business day. This limit is separate from your available balance.

How to Resolve Payment Issues

Step 1: Verify Your Card Details

Start by carefully re-entering your card information. Go back to the payment screen and make sure every detail is correct. Pay special attention to the card number, expiration date, and CVV. If your card has multiple CVV numbers (like American Express cards), ensure you are using the correct one.

Step 2: Check Your Card Status

Before trying again, verify that your card is in good standing. Log into your bank's mobile app or website to check your available balance and ensure there are no holds or restrictions on your account. Confirm that your card has not expired and that you have not exceeded any daily limits.

Step 3: Contact Your Bank

If your card details are correct and you have sufficient funds, the issue may be on your bank's end. Call the customer service number on the back of your card and ask if they blocked the transaction. Request that they approve transactions from MyPerfectStay and any associated payment processors. Once your bank has cleared the transaction, try your payment again.

Step 4: Try a Different Payment Method

If you continue to have issues with one card, try using a different payment method. You can add a new card during checkout by entering the new card details. Using a major credit card (Visa, Mastercard, or American Express) from a different bank often resolves the issue.

What Happens to Your Cart After a Failed Payment

When a payment fails, your selected activities remain in your cart for a limited time. Each item in your cart has a hold period during which your spot and price are guaranteed. You can see the remaining hold time displayed on your cart items. If the hold expires before you complete a successful payment, you will need to re-add the items to your cart, and availability may have changed.

To complete your booking after a failed payment, return to your Cart tab and tap "Checkout" to try the payment again with corrected information.

Important Information About Failed Payments

When a payment fails, you are not charged for the booking. However, you may notice a temporary authorization hold on your account. This is a standard banking practice where your bank temporarily reserves the funds to verify your card is valid. These authorization holds typically disappear within 3-5 business days. The hold is not a charge, and the funds will become available again automatically. If the hold persists beyond 7 business days, contact your bank directly to request its removal.

Preventing Future Payment Issues

To ensure smooth bookings in the future, consider these best practices. Using a major credit card from a well-known bank typically results in fewer declined transactions. Before booking travel activities, let your bank know you will be making travel-related purchases, especially if you are traveling internationally. Enable international transactions on your card if they are not already activated. Finally, keep your card information up to date, and avoid using cards that are close to their expiration date.

Need Help?

If you continue to experience payment issues after trying these steps, our support team is here to help. Please contact us at info@cloudcops.de with the following information: the error message shown (if any), the type of card you were trying to use (Visa, Mastercard, etc.), and the approximate time of the failed payment attempt. We will investigate and help you complete your booking.