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A client reached out to tell me that she tried to make an appointment through my embedded Calendly booking app on my site, but it dodn’t appear to go through and she received no confirmation. Calendly shows no record of the appointment.

I went to Stripe and found that the payment was listed as “Payment authorized, but not yet captured.” I could have captured it, but then I still wouldn’t have had a booking on Calendly or all the info gathered there.

My question is - what exactly is causing this issue? Is this a Calendly integration issue?

The client has tried several browsers on two devices. Each time, the booking fails and I have to cancel the held payment.

Hi ​@Tom06766 - Thanks for reaching out!

Its sounding like it might be an issue with the integration - Calendly won’t complete the booking until the payment is submitted successfully. Do you know if this is happening to any other of your clients? 

Something else I would try is by booking a test event with yourself to see if it causes an issue for you as well.

Some users have also mentioned that disconnecting/reconnecting the Stripe integration can cause it to start working again then as well.

If you continue to see issues with this, I’d recommend reaching out to our support team so they can look into the backend a bit more - They’ll also be able to look into your account so you won’t have to risk posting more private information on a public fourm.

let me know if you have any questions!

Hi David,

Yes, this happened with multiple clients. It is an issue with the integration, despite Calendly “support” trying to tell me it’s a problem with the clients’ accounts. They just sent me a cut and paste response. 

I contacted Stripe and they took considerable time going through the events in my account to compare the failed payments with the most recent payment that went through normally. They couldn’t see any difference on their end except with Calendly’s input.

Thank you for your recommendation to disconnect/reconnect Stripe. I’ve now tried that and it appears to have solved the issue for the time being. I’m still concerned that the problem will occur again, especially since the “support” team here seems to be unwilling to dig into it to determine the cause. However, I plan to update them as well and see if I get any other response.

Thank you for your help!

 

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