client finished booking but payment authorized, but not yet captured in Stripe

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!

I’ve spotted another post on this forum where it mentions there is currently a bug with apple pay - which causes bookings to end up in the uncaptured state that we’re experiencing. We have recently had similar issues with bookings on our site - and think it must be this apple pay bug. I will disable accepting apple pay via stripe for now - as per the reply in the thread below.

I only accept cards, so my problem has nothing to do with Apple Pay. 

The following is the explanation I received from Calendly after I refuted their cut and paste “blame the client’s bank” response:

Intermittently over the last week, a system validation error prevented paid bookings from completing successfully when using Stripe. During this period, invitees who attempted to book an event and submit payment may have experienced the booking page remaining on the “Schedule Event” screen. In these cases, Stripe recorded an authorized but uncaptured payment (meaning the charge was held temporarily but not finalized), and no booking was created in Calendly.
 
Our engineering team identified the root cause as an error within our booking service that was triggered by certain fields in paid event types. This issue caused the booking creation step to fail silently before the payment capture could complete. We’ve corrected this issue, and verified the fix in production, where new bookings are now processing normally.
 
We’re currently in a monitoring phase to ensure the system remains stable, but no additional actions are required at this time. If you or your invitees notice any payments marked as “uncaptured” or “incomplete” in your Stripe dashboard from this period, those transactions will automatically drop off within a few days, and no funds will be collected. The volume of these should be much lower, as bookings and payments will reconcile and capture as expected. It’s important not to manually capture those payments in Stripe, as doing so would charge the invitee without creating a corresponding Calendly booking.
 
If over the past week, an invitee reported that their payment went through but they never received a confirmation email, please ask them to book the event again now that the issue has been resolved. Unless the payment was manually captured within the Stripe UI, that payment will fall off between 1-7 days.
 
For any hosts who may have manually captured payments during the impacted period, we recommend reviewing your Stripe transactions and refunding any payments that do not have a matching Calendly booking.
 
We’ll continue to monitor performance closely, but everything now appears stable. If you encounter any new occurrences after October 16 or have questions about specific payments, please let us know so we can review those cases directly.
 
Our next update will be to fully confirm the resolution of this issue, so stay tuned for more by the end of this week.