Through the Mollie integration, guests can make online payments from our booking system. Sometimes a payment may fail, for example during the booking process or from the guest environment.
In this article, you can find possible causes and steps the guest can try to complete the payment successfully.
Check these possible causes first
A failed payment is not necessarily caused by Mollie or our booking system. Check the following first:
Internet connection: an unstable connection can interrupt the payment process. Ask the guest to try again using a stable internet connection.
Browser: check whether the guest is using an up-to-date web browser. If necessary, ask them to try the payment in a different browser.
Device: ask the guest to try the payment on another device, such as a smartphone, tablet or computer.
Interrupted payment: if the payment process is closed before completion or left open for too long, the payment may fail. Ask the guest to start a new payment attempt.
Payment amount: check whether the amount is within the limits of Mollie and the selected payment method.
Check the selected payment method
The cause of a failed payment can also depend on the payment method.
iDEAL
After selecting iDEAL, the guest chooses their bank and completes the payment through their bank. If the bank is experiencing an outage, ask the guest to try again later.
Bancontact
With Bancontact, the guest follows the steps on the payment screen to complete the payment through their bank. If there is an issue, ask the guest to check whether the payment was completed successfully with their bank.
Credit card
Check whether the correct credit card details were entered. The guest can also check their credit card statement to see whether the payment was processed.
SEPA bank transfer
For a SEPA bank transfer, the guest receives payment details that must be entered correctly when making the bank transfer. Make sure the correct payment reference is used. A new payment attempt may have a different reference code.
PayPal
Ask the guest to check that they are using the correct PayPal account and payment details and that the payment has been fully completed in PayPal.
Apple Pay
An interrupted internet connection can prevent the payment from being completed. Ask the guest to try again using a stable internet connection.
Check for a Mollie outage
Mollie may occasionally experience an outage or scheduled maintenance. In that case, an error message or error code may appear during the payment process.
Ask the guest to try the payment again later. If an error code is displayed, make a note of it so you can investigate the issue more specifically.
Still unable to complete the payment?
If the payment still fails after these checks, ask the guest for a screenshot of the error message or, if needed, a short screen recording of the payment process.
Only ask for information that is necessary to investigate the issue. Guests should not share full credit card details, bank details or other sensitive payment information.
A screenshot, error message and information about the payment method, browser and device used can help determine where the problem occurs.