A payment failed or checkout was cancelled

First, confirm the outcome

Check whether the booking or registration exists and whether its payment status is successful. A player leaving checkout is not proof that money was collected.

Try again safely

• Open the existing booking or registration and check its status and deadline. Use its Continue payment action if available; reopening checkout does not extend the reservation.
• Do not refresh repeatedly while a payment is processing.
• A bank’s pending card authorization does not establish a completed payment. If the bank and reservation states disagree, check the payment reference before collecting money again.
• Never collect full card details through email or phone.

If money appears twice

Do not promise a refund until the payment records are checked. Send support the booking reference and timestamps, with card numbers redacted.

Player instructions

• Player checkout, expiry and card-authorization guide