# Fix online payments that stopped

Updated 2026-10-12 by the TicketPa team. Source: https://ticketpa.com/help/online-payments-stopped

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](https://ticketpa.com/help/connect-stripe).

## Frequently asked questions

### Who gets the email?

The business Owner, as only the Owner can manage payments. Managers and Hosts aren't emailed.

### How do I stop taking online payments on purpose?

Choose **Pay on arrival** under **How guests pay** and select **Save**. There is no button to disconnect Stripe in TicketPa. See [Choose how guests pay](https://ticketpa.com/help/choose-how-guests-pay).