If a payment at checkout or for an invoice didn't go through, or you think you've paid twice, start here.
If your payment didn't go through
Check these in order:
Check whether it went through after all. Before you pay again, look for the booking in My calendar, the invoice on the Paid tab in Invoices, a receipt in your email and the payment in History (menu in the top-right corner). If they're there, the payment worked. Parents: check your own parent account, since your children's invoices come to it.
Read the error message. It comes from our payment provider or your bank and usually says what went wrong. If your card was declined, try another card or another way to pay, or contact your bank.
Fill in missing details. If paying an invoice shows "The following accounts are still missing information - invoices cannot be paid until the information is filled out.", select Account settings next to the account's name, fill in the rider details (such as height, weight and an emergency contact), save and pay again.
Pay invoices separately if needed. You can pay several invoices together only when they're from the same stable and have the same tax rate. An offline invoice is always paid on its own.
Try again. If nothing was paid, book the lesson again, or pay the invoice under Invoices > Open.
For the ways to pay at your stable, see Ways to pay.
If you were charged twice
Open History from the menu in the top-right corner and check whether both payments are listed.
If they are, tell your stable the date and amount of both payments. Only your stable can ask Hopoti for a refund: it can refund one payment, or keep the extra amount as credit for your next bookings if you agree.
If you see a second charge from your bank but only one payment in History, message our team in the chat. We can check the payments with our payment provider.
A refund usually reaches you in 5-10 business days, depending on your bank. See Can I get a refund?
Other payment situations
These apply only to some ways of paying. Open the section that matches yours:
If you paid from a US bank account (ACH)
If you paid from a US bank account (ACH)
A bank (ACH) payment confirms your booking straight away, but the transfer takes 1-4 business days, so the money leaves your account later. Close to a lesson, your stable may not accept bank payments: you're then asked to choose another way to pay, and you can still book.
If your bank returns the payment, Hopoti cancels the booking and emails you. If you'd still like to come, book again with another way to pay, or contact your stable.
If you chose to pay the stable directly
If you chose to pay the stable directly
With an offline method, such as cash at the stable or a bank transfer, nothing is paid in Hopoti at checkout. You get an invoice marked Offline payment, due on the lesson date. Pay the stable as its instructions say, and the stable marks the invoice as paid. Questions about these payments go to your stable. See Pay your invoices.
If you still need help
Message our team in the chat with:
your stable's name and what you were paying for
the date and time, the amount and how you paid
the exact error message (a screenshot helps)
for a double charge, the dates and amounts of both payments
Never send your full card number or bank login details.