If your Stripe account is disconnected, or Stripe pauses its card payments, guests can't pay online until you fix it. TicketPa emails the business Owner, and new bookings are paid on arrival in the meantime.

Why online payments stop

The Stripe section on Payments shows one of two statuses:

  • Disconnected: TicketPa's access to your Stripe account was removed in Stripe.
  • Payments paused: Stripe has paused card payments on your account until it gets more information from you.

When either happens to an account that was taking payments, the Owner gets an email like "Online payments are off for Harbour Kayaks", with your business's name and an Open payment settings button.

What happens to bookings

  • Your booking page falls back to paying on arrival. Guests can still book, and they pay on the day.
  • Bookings already paid are not affected.
  • Email a payment link doesn't show on bookings, and the other online option under How guests pay can't be selected.
  • While Stripe is Disconnected, Refund doesn't show on bookings paid online, as TicketPa can't reach your Stripe account. Refund guests in your Stripe dashboard until you connect it again. With Payments paused, refunds still work.
  • Your choice under How guests pay is kept, and the page still saves with it. Once Stripe is active again, guests pay the way you chose, with nothing to change.

Steps to fix it

  1. Select Open payment settings in the email, or go to Payments in the sidebar.
  2. Under Stripe, check the status:
    • Payments paused: select Finish Stripe setup and give Stripe what it asks for. The page says how many details Stripe still needs.
    • Disconnected: select Connect Stripe and go through Stripe's setup again.
  3. Wait for the status to show Active. It updates by itself when Stripe tells TicketPa, and guests can then pay online again.

Note: Right after you finish Stripe's setup, the status can show Payments paused while Stripe checks your details, which usually takes a few minutes. No email is sent then, and you don't need to do anything.

For the full setup, see Connect Stripe to take online payments.