Payment Request Link is not working

Created by Snorri Valsson, Modified on Mon, 24 Jun at 10:33 AM by Margrét Silja Silja Sigurðardóttir

The payment request link, which is enabled when you have a Payment Gateway connected to your account, is an excellent way to get your client to pay securely prior to arrival.

There are multiple cases where the link is not functional or not received by the recipient. Here are some examples and suggestions on how to resolve the problem:  


Link Not Received at all by payee: 

Your first point of checking would be in the booking´s history log to see if the system did in fact send the payment request out. If that is the case:

  • The e-mail may be incorrectly populated in the system and therefore doesn´t reach the payee.
  • The e-mail address provider may have blacklisted the e-mail address sending the payment request and needs to be whitelisted to receive the message.
  • The e-mail address of the payee is generated by an OTA such as or Expedia. In this case, the content of the mail (i.e. too many links) may be blocked by bots on that side and unfortunately not much can be done without the payee´s actual e-mail address. 


Link Received but is not valid when pressed: 

Link not working at all:


A common reason for this is if the Cancellation policy of the booking or any booking within the reservation is Undefined. It is unclear why some bookings get this status as it is impossible to book a room originally without a cancellation policy attached but looking up the rate plan in question and applying the appropriate cancellation policy should ensure the payment request is valid and sent to the payee. 

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