--- title: A customer can't pay with their payment link description: Find out why a customer might not be able to pay using a payment link you've sent, and the quickest ways to get the booking paid. --- [Skip to content](https://help.eola.co/a-customer-cant-pay-with-their-payment-link#main-content) English Show submenu for translations ![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web.png?width=109&height=40&name=eola-logo-web.png) Open main navigation Close main navigation - English Show submenu for translations - [Contact us](mailto:help@eola.co) [Contact us](mailto:help@eola.co) How can we help you? - There are no suggestions because the search field is empty. 1. [Help Centre](https://help.eola.co/?hsLang=en) 2. [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en) 3. [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) # A customer can't pay with their payment link ## Find out why a customer might not be able to pay using a payment link you've sent, and the quickest ways to get the booking paid. If a customer contacts you to say they can't pay using the payment link you sent, there are a few common reasons. Most can be sorted quickly from your Dashboard. **The customer's details don't match the link** Each payment link is tied to the customer details you entered when you sent it. If the customer pays with a different email address or phone number, the payment can be blocked. This often happens with Apple Pay, which can use a different email address from the one on the booking. Ask the customer to enter the same email and phone number you booked them under. If the link has gone to the wrong email address, contact [**help@eola.co**](mailto:help@eola.co) and we'll help you get it to the right one. If someone else's card is being used, the customer can select 'Name different on card' at checkout. **The customer can't find the link** Each booking has one payment link. To send it again, open the session, click 'Manage', then 'Comms', select the customer's name and choose the link to resend. If you need to change the booking before the customer pays, go to Sales -\> Unpaid items, open the booking in checkout again, make your changes and send a new link. **The payment shows as pending** Failed attempts can show as pending in Sales -\> Unpaid items. If every attempt failed, no money was taken, so the customer can try again using the original link. If the booking is no longer needed, cancel it from the booking's Manage screen. **The group wants to pay separately** Each booking has one payment link for the full booking value. If people in a group want to pay individually, cancel the booking and rebook them as individual bookings, each with its own link. **What should I check?** 1. The email and phone number on the booking match what the customer is entering 2. The customer has looked in their junk folder for the email 3. The booking is still listed in Sales -\> Unpaid items 4. If the customer sees an error on every card, ask them for a screenshot of the message If none of these apply, send the booking details and any screenshot to [**help@eola.co**](mailto:help@eola.co) and we'll be happy to help. **Helpful tips:** - Double-check the organiser's email before sending a link - Use 'If not paid, remind me on' when you send a charge so you don't have to chase - If the customer is with you in person, take the payment with a card reader by choosing 'Card Reader' at checkout **Related guides** - [Send a customer a payment link](https://help.eola.co/send-a-customer-a-payment-link?hsLang=en) - [Manage unpaid bookings](https://help.eola.co/manage-unpaid-bookings?hsLang=en) - [Take a payment with a card reader](https://help.eola.co/take-a-payment-with-a-card-reader?hsLang=en) - [Getting started](https://help.eola.co/getting-started?hsLang=en) - [Activities & products](https://help.eola.co/activities-products?hsLang=en#main-content) - [Activities](https://help.eola.co/activities-products?hsLang=en#activities) - [Access & approvals](https://help.eola.co/activities-products?hsLang=en#access-approvals) - [Pricing & extras](https://help.eola.co/activities-products?hsLang=en#pricing-extras) - [Rentals](https://help.eola.co/activities-products?hsLang=en#rentals) - [Accommodation](https://help.eola.co/activities-products?hsLang=en#accommodation) - [Store items](https://help.eola.co/activities-products?hsLang=en#store-items) - [Resources](https://help.eola.co/activities-products?hsLang=en#resources) - [Bookings & availability](https://help.eola.co/bookings-availability?hsLang=en#main-content) - [Your calendar](https://help.eola.co/bookings-availability?hsLang=en#your-calendar) - [Manage bookings](https://help.eola.co/bookings-availability?hsLang=en#manage-bookings) - [Check-in](https://help.eola.co/bookings-availability?hsLang=en#check-in) - [Payments & payouts](https://help.eola.co/payments-payouts?hsLang=en#main-content) - [Card readers](https://help.eola.co/payments-payouts?hsLang=en#card-readers) - [Invoices](https://help.eola.co/payments-payouts?hsLang=en#invoices) - [Payouts & fees](https://help.eola.co/payments-payouts?hsLang=en#payouts-fees) - [Memberships](https://help.eola.co/memberships?hsLang=en#main-content) - [Set up memberships](https://help.eola.co/memberships?hsLang=en#set-up-memberships) - [Manage your members](https://help.eola.co/memberships?hsLang=en#manage-your-members) - [Vouchers, passes & discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#main-content) - [Credit vouchers](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#credit-vouchers) - [Activity vouchers](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#activity-vouchers) - [Class passes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#class-passes) - [Discount codes](https://help.eola.co/vouchers-passes-discount-codes?hsLang=en#discount-codes) - [Your widget](https://help.eola.co/your-widget?hsLang=en) - [Marketing](https://help.eola.co/marketing?hsLang=en) - [eola Marketplace](https://help.eola.co/eola-marketplace?hsLang=en) - [Reporting](https://help.eola.co/reporting?hsLang=en#main-content) - [Using your reports](https://help.eola.co/reporting?hsLang=en#using-your-reports) - [Payouts & sales](https://help.eola.co/reporting?hsLang=en#payouts-sales) - [Bookings & customers](https://help.eola.co/reporting?hsLang=en#bookings-customers) - [Memberships](https://help.eola.co/reporting?hsLang=en#memberships) - [Integrations](https://help.eola.co/integrations?hsLang=en) - [Your customers](https://help.eola.co/your-customers?hsLang=en#main-content) - [Customer accounts](https://help.eola.co/your-customers?hsLang=en#customer-accounts) - [Customer emails & participants](https://help.eola.co/your-customers?hsLang=en#customer-emails-participants) - [Account & settings](https://help.eola.co/account-settings?hsLang=en#main-content) - [Team & permissions](https://help.eola.co/account-settings?hsLang=en#team-permissions) - [Your policies](https://help.eola.co/account-settings?hsLang=en#your-policies) - [Leaving eola](https://help.eola.co/account-settings?hsLang=en#leaving-eola) - [Troubleshooting](https://help.eola.co/troubleshooting?hsLang=en#main-content) - [I am having a problem](https://help.eola.co/troubleshooting?hsLang=en#i-am-having-a-problem) - [A customer is having a problem](https://help.eola.co/troubleshooting?hsLang=en#a-customer-is-having-a-problem) [![eola](https://help.eola.co/hs-fs/hubfs/eola-logo-web-1.png?width=87&height=32&name=eola-logo-web-1.png "eola")](https://help.eola.co/?hsLang=en) [mailto:help@eola.co](mailto:help@eola.co) Copyright © 2026, eola