Payment Issues
Having trouble with a payment? Find solutions to common payment problems here.
Common Payment Issues
Payment Declined
POSSIBLE CAUSES:
- Insufficient funds in your account
- Card has expired or is invalid
- Bank blocked the transaction
- Incorrect card details entered
- Card not activated for online payments
SOLUTIONS:
- Check your account balance
- Verify card details are correct
- Contact your bank to authorize the payment
- Try a different payment method
Double Charged
POSSIBLE CAUSES:
- Page refreshed during payment
- Clicked pay button multiple times
- Technical error during processing
SOLUTIONS:
- Check your bank statement - authorization holds are not actual charges
- Wait 3-5 days for duplicate authorizations to drop off
- Contact support if actual duplicate charges appear
Payment Pending for Too Long
POSSIBLE CAUSES:
- Bank requires additional verification
- 3D Secure authentication not completed
- Network issues during payment
SOLUTIONS:
- Check your email for verification requests
- Complete any pending 3D Secure authentication
- Try the payment again
Refund Not Received
POSSIBLE CAUSES:
- Refund still processing (takes 3-10 business days)
- Refund went to original payment method
- Bank processing delays
SOLUTIONS:
- Check the original payment method used
- Wait the full 10 business days
- Contact support with your reference number
Troubleshooting Steps
Follow these steps to resolve most payment issues:
Check Your Card Details
Ensure your card number, expiration date, and CVC are entered correctly. Even one wrong digit will cause a decline.
Verify Your Balance
Make sure you have sufficient funds or credit available on your card for the transaction.
Check for Bank Notifications
Your bank may have sent a fraud alert or verification request. Check your email and banking app.
Try a Different Card
If one card doesn't work, try another payment method. Some cards have restrictions on international or online payments.
Clear Browser Cache
Sometimes cached data can cause payment issues. Clear your browser cache or try in a private/incognito window.
Contact Your Bank
If payments continue to fail, your bank may be blocking the transaction. Call them to authorize payments to SitterRight.
For Sitters: Payout Issues
Payout Not Received
If you haven't received your payout for a paid sit, check the following:
- Verify your Stripe account is properly connected
- Check if the sit has been marked as complete
- Confirm your bank details are correct in Stripe
- Allow 3-7 business days for processing
Incorrect Payout Amount
If your payout amount seems wrong:
- Remember the 10% service fee is deducted
- Check the agreed daily rate in your booking
- Verify the number of days actually sat
- Contact support if calculations seem incorrect
Stripe Account Issues
If you're having trouble with Stripe:
- Complete all verification steps required by Stripe
- Ensure your ID documents are clear and valid
- Verify your bank account details are correct
- Contact Stripe support directly for account-specific issues
About Authorization Holds
When you add a card or make a payment, you may see a temporary hold on your account:
- This is not an actual charge - it's a temporary hold to verify your card
- Holds are typically released within 3-5 business days
- If a payment fails, you may see multiple holds that will all be released
When to Contact Support
Contact our support team if:
- Payment failed multiple times with different cards
- You see duplicate charges on your bank statement (not just authorizations)
- Refund not received after 10 business days
- Payout amount is incorrect after accounting for fees
- Your account shows incorrect balance or payment history
- You need to dispute a charge
Information to Include When Contacting Support
- Your account email address
- Booking reference number (if applicable)
- Date and approximate time of the issue
- Last 4 digits of the card used
- Error message received (screenshot if possible)
- Steps you've already tried