Hey there @GetMagnified - thanks for your post, and sorry to hear this happened!

Firstly - are you positive that the client was charged via Stripe when booking on your Calendly booking page? If you are certain, you can skip this part! If there’s any question, see below: 

It’s possible that you successfully integrated with Stripe but did not select to “collect payments” on your event type. Once Stripe is connected to your Calendly account, you will be able to add payments to new or existing event types from the Event Types page. You will need to select the event type you would like to edit and expand the Collect Payments section to enable the "Accept payments with Stripe" setting. Once you apply this setting, the event type will collect payments upon all future bookings. Read more here. 

If the above does not apply and you are sure your event type is set up to collect payments, then this issue would fall on the side of your Stripe account. While Calendly prompts the event type to collect a payment via your Stripe integration, Calendly does not have any part in processing this payment, nor can we see what might have gone wrong in your Stripe account if the client was charged but you are not seeing that payment in your Stripe account.

Please reach out to Stripe support here to seek further assistance and find out what might be going on! 

If you need further assistance don’t hesitate to let us know! We’re here for you!

Hi Kelsi, thanks for your response. 

Yes I have the integration Stripe confirmed from Calendly and had the “Collect Payments” selected on the event types. I even have a receipt (attached) confirming the clients payment was made. 

I contacted Stripe and they have no logs or records that a payment was sent to them via Calendly. 

When I spoke with my client they said they did complete the transaction, so I’m at a lost of how they made a payment from the Calendly site, received a receipt, but Stripe does not have any record of a payment from Calendly coming in

/Image redacted for customer privacy]

Hey again @GetMagnified - thanks so much for following up with me on this! 

Firstly - I wanted to let you know that I went ahead and removed the screenshot of the receipt that you posted, as it included PII (personally identifiable information) - and everything posted here in Calendly Community is totally public to anybody that searches “Calendly Community” and pulls it up (whether they are Calendly users or total randoms - you don’t want everyone looking at that information - so I did this to help you!). 

Secondly - I truly am sorry to hear this confusing issue has arisen! In any case, Calendly does not process payments of any kind, nor can Calendly accidentally intercept/hold onto payments (just to offer some insight and reassurance!). Payments collected are 100% on the Stripe (or PayPal, if you are using that integration) end. That said, it does appear, based on what you shared here, that your invitee was able to book and pay - and that the payment went through on their end, but you somehow have not received it. Let’s dig a little deeper! 

1. Are you a solo user or are you the owner of a Calendly organization with other Calendly users in your organization? 
2. Are you the host of the event type that was booked, or is another user in your organization the host? 
3. If another user is the host of the event type that was booked/is collecting payments, did they integrate their own Stripe account on their Integrations page or did they integrate your Stripe account? 

If another user in your organization is the host of an individual event type (one-on-one, group) and they integrated with their own Stripe account within their Calendly account’s Integrations page - the payment collected upon the invitee booking will be in their Stripe account, not yours.

As an overview:

Admin/Owners cannot integrate payment integrations on behalf of the entire team; you (the admin/owner) would have to either log in to each user's account to integrate on a user's Integrations page OR use team event types on a Team Page. All event types can be set up to collect payments. While users’ personal event types (one-on-one and group) will be connected to their own PayPal/Stripe account connected on their Integrations page, team event types (Round Robin and Collective) will be connected to your own (the owner’s) PayPal/Stripe account. If you want a user's personal events/bookings collecting payments to go to your PayPal/Stripe account, you can ask each of your users to connect their Calendly accounts to your own PayPal/Stripe account in order to accomplish this!

Another possibility:

Are you sure that you are logged into and checking for this payment collection in the correct Stripe account? I have definitely seen cases where a Calendly user had a payment receipt from an invitee such as the one you showed in your comment (that I redacted) and still could not locate the payment in their Stripe account, only to realize they either accidentally created a secondary Stripe account and logged into it or forgot they were logged into a secondary account that already existed (i.e. do you have a Stripe account for personal use and a Stripe account for business use, by chance?). Check into this if you might have two accounts and see if you are perhaps not logged into the account you have integrated with Calendly!

On that note - head to your Integrations tab and double-check the Stripe integration, ensuring you integrated the correct Stripe account. If you share your device with someone else or if someone else recently used it to set up a similar integration etc., it’s possible that their Stripe account was auto-logged in on your device and that you integrated an entirely different Stripe account with your Calendly account - in which case, the payment would be in that Stripe account! 

I hope something above resolves your issue! If you are still unsure of what is going on - I do think it would be worth it in this specific scenario to reach out to our support team to see what else they can figure out for you with some more personalized troubleshooting! You can access our live chat support any time, 24/7, by logging into your Calendly account and clicking “help.” You’ll need to follow the prompts given by the chat-bot and then you’ll land with a live agent. Hopefully they can figure this out with you! If you do need to reach out to our support team, make sure to include the screenshot of that receipt (it’ll be secure and safe to share in that context), as well as the details you shared here. You can also include the link to this community post for them, to offer more context, if that helps! 

Good luck - and we’ll be here if you need us for anything else!