More in Troubleshooting and common questions
- A customer says they paid, but the booking isn't paid
- How can I change my space pricing?
- How can I update my availability?
- How can I update my business information?
- My trial or subscription has ended — what now?
- What happens when a booking request expires?
- Where can I find my booking confirmation?
- Where can I view my earnings?
- Why can't I add a payout account or card?
- Why can't I publish my space?
- Why can't I see a page or button?
- Why is my space not appearing on my Showcase?
A customer says they paid, but the booking isn't paid
Payments sometimes take a moment to confirm. Before you ask the customer to pay again, work through these checks.
- Find the booking in Bookings. Check the Awaiting payment tab first.
- Open it and select Refresh status on the Payment card. On the POS screen, select Verify now.
- Read the result. If Paystack confirmed the payment, the booking is now paid. If Paystack gave no answer, the payment is still pending — check again later.
- If the booking expired or was removed before the payment arrived, go to Earnings and look under Unapplied payments. Link the payment to the right booking, or refund it. See Handle unapplied payments.
- If Superspace says Payment received, refund queued, the money was received for a booking that's no longer live and a refund has been queued. Don't collect again.
If you still can't find the payment, email support@superspaceapp.com with the booking ID and the customer's payment reference.