Payment Failures for Pre-Paid Appointments

When clients prepay for appointments online, the credit card is not charged at the time of booking. Instead, the charge is processed two hours after the appointment concludes. This article will explain the common reasons for payment failures associated with prepaid appointments.

Things to Know:

• Credit cards are typically charged two hours after the appointment ends; however, the timing may vary depending on the current processing volume with our payment processor.
• The "Accept online payments through MyTime?" setting must be configured to one of the following options:
  • Yes, require online payment to book online

  • Let clients choose whether to pay online or in person here  

• When an appointment is scheduled online and requires pre-payment, the client's card on file will be charged for the deposit, and a hold will be placed on the card for the remaining balance.

• If the attempt to charge the hold amount fails, the location manager will receive a notification indicating that the pre-authorization amount was unsuccessful, and they will need to collect payment from the client at the time of the appointment.

• To book appointments online, learn more here

Authorization Failures for Pre-Paid Appointments

When booking, MyTime places a pre-authorization hold on the customer's credit card to verify that sufficient funds are available for the appointment. If the card is approved, the booking is confirmed, and the appointment will be marked as Pre-Paid in the appointment modal.

If the appointment is over 7 days away the pre-authorization will be released from the customer's card and the held funds will be returned. 

If the pre-authorization expires, MyTime will renew the hold 5 days before the appointment to ensure there are still sufficient funds. The card can fail this time even if it went through at the initial booking. In the event of payment failure, you will receive the following email notification: **Please be sure to collect payment from the client. If you have MyTime POS, you can enter a new payment here.** 

Pre Authorization/Hold Examples:

Booking date 1/1 appointment date 1/21

• FIRST Authorization 1/1

• FIRST Authorization will fall off around 1/7

• SECOND Authorization around 1/16

Booking date 1/1 appointment date 1/10

• FIRST Authorization on 1/1

• FIRST Authorization will be canceled on 1/5 and immediately after the cancellation on the FIRST Authorization a SECOND Authorization will be placed on 1/5

  • This is most often the scenario where customers will call asking why they had an authorization on 1/1 and another authorization on 1/5. They will typically see two authorizations since the FIRST authorization from 1/1 has not been removed from their online banking yet. You can reassure them the FIRST authorization will fall off in a few days and the more recent authorization (SECOND authorization) will be the only charge that finalizes.

It's also possible for a charge to fail if the payment amount increases (for example, if you add additional services to the appointment or if the client adds a tip).  If the card declines, MyTime will convert the "pre-paid" appointment to an "unpaid" appointment.  

The appointment window will read Online Payment Failed.  

For more information, contact support@mytime.com.