When you pay online for a booking, your appointment is created first with the status Awaiting Payment. It changes to Confirmed, or Awaiting Confirmation if the salon reviews bookings, once the payment goes through.
If the payment fails or you leave the payment page, your appointment stays Awaiting Payment. Your time is only held for 15 minutes. After that, someone else can book it.
Before you book again, check whether you already have an appointment waiting for payment. Booking a second time can leave you with two appointments for the same visit. Sign in and open Appointments, or contact the salon.
If something is off
My card was declined
The payment page tells you when a payment is declined. Check the card number, expiry date and security code, or try another card. If your bank asked you to approve the payment in its app or by text, make sure you approved it. If you come back to the salon's page and see Payment Failed, try again with the same or a different card.
I closed the payment page or selected back
You're taken back to the salon's home page, and nothing was charged. Your appointment stays Awaiting Payment. Contact the salon so they can send you a payment link or take payment another way.
I paid, but my booking still says Awaiting Payment
Some payments take a moment to be confirmed. Wait a few minutes, then reload the page or check Appointments again. If the status hasn't changed and you were charged, contact the salon with the date and amount of the payment.
I booked on the salon's own website and the payment tab didn't open
Your browser probably blocked the new tab. In the booking window, select Open Tab Manually. See Booking from a salon's own website.
I see The requested payment method or type is not available
The payment options changed while you were booking, for example the price changed with the team member you were matched with. Go back to Checkout, choose your payment option again and confirm.
I see No payment methods available
The salon doesn't have a way to pay online for this booking or invoice. Contact the salon directly.
My invoice payment failed
Open the invoice again from the salon's link or from Invoices when you're signed in, and select Pay again. See Pay an invoice.
The payment link says it's invalid or has expired
Ask the salon for a new link. See A link from my email or text doesn't work.
When to contact the salon
Contact the salon if:
- you were charged, but your booking or invoice doesn't show as paid
- your appointment is still Awaiting Payment and you want to keep it
- you're not sure whether you already have a booking
The salon can see your booking and payments, send you a new payment link, or let you pay at the salon.
Common questions
A failed payment isn't completed. If you see a charge on your statement anyway, contact the salon with the date and amount.