Payments troubleshooting
Separate guest payment failures from agency Billing problems and fix connected provider checkout issues.
Problem
Guests cannot pay, stays stay Unpaid, or admins confuse guest Payments with Zyelra Billing.
Cause
- Guest provider not connected under Settings → Payments
- Provider requirements (activation, webhooks, currency) incomplete
- Using Settings → Billing for guest checkout by mistake
- Stay still pending confirmation so payment is not offered yet
Solution
- Connect Stripe, Paystack, and/or PayPal under Settings → Payments
- Confirm the stay is in a state that allows guest payment via the self-service link
- Use Settings → Billing only for the agency Zyelra subscription
- Check the provider dashboard for declined payments or webhook failures
When to contact support
Contact support when provider webhooks are verified and the provider shows a successful charge but the stay payment status never updates in Zyelra.
Next step
Jump to another problem area if this guide did not resolve the issue.
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