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1414 Views 12 Replies Latest reply: May 3, 2013 8:26 PM by nebasketnut

nansealeeg

4 posts since
Jun 22, 2012

Currently Being Moderated

Jun 22, 2012 8:36 AM

PAY NOW button isn't working for a guest

A guest attempting to make their initial deposit to confirm their reservation just sent me a message saying that when he clicks on the Pay Now button he gets a message that says the website cannot be opened. Is anyone else having problems like this?

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travis
319 posts since
May 2, 2011

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Jun 26, 2012 3:19 PM (in response to nansealeeg)
Re: PAY NOW button isn't working for a guest

Hi nansealeeg,
I see that you contacted our Customer Support and were able to resolve this issue. If you have any further questions, please let me know.
Travis

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- nansealeeg
  4 posts since
  Jun 22, 2012
  
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  Jun 26, 2012 6:32 PM (in response to travis)
  Re: PAY NOW button isn't working for a guest
  
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gotomike
17 posts since
Mar 30, 2011

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Jan 13, 2013 10:13 PM (in response to nansealeeg)
Re: PAY NOW button isn't working for a guest

Hi,
I too have encountered the same problem. Several times last year, several guests encountered an error message while trying to pay their deposit. This month I have encountered the same problem again. I'ts very frustrating and vexing for both guests and myself as a property owner...
I am curious to hear how (if) you have resolved that problem.

Thanks!

Michael

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larrymeyervi
16 posts since
Jul 23, 2011

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Jan 14, 2013 9:20 AM (in response to nansealeeg)
Re: PAY NOW button isn't working for a guest

Yes, this happens occassionally, but can be remedied by just resending the request, if you go back into your Owner's page and go to PAYMENTS scheduled, you can click on "resend payment request" I think sometimes the payment link gets a glitch in it in transmission.

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- nansealeeg
  4 posts since
  Jun 22, 2012
  
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  Jan 14, 2013 2:10 PM (in response to larrymeyervi)
  Re: PAY NOW button isn't working for a guest
  
  Hi! Resending the request has never worked for me. If you read my reply to "gotomike", you'll see how I've overcome this occassional obstacle.
  
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gotomike
17 posts since
Mar 30, 2011

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Jan 14, 2013 9:47 AM (in response to nansealeeg)
Re: PAY NOW button isn't working for a guest

Okay but after one year of these occurrences happening, don't you think it could be addressed and fixed? It really looks bad for me - the property owner, for the guest(s) and also for you - Homeaway...
The guest has tried several times, I have resent the payment request and so far, no luck. Now what?

Thank you...

Michael

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- nansealeeg
  4 posts since
  Jun 22, 2012
  
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  Jan 14, 2013 2:09 PM (in response to gotomike)
  Re: PAY NOW button isn't working for a guest
  
  Hi! This has happened more than once and, I agree, it sends up a bit of a red flag on the part of the guest and makes me very uncomfortable. I've found that the problem is usually with the guests computer settings. For example, a gentleman attempting to make a deposit from his work computer blocked the ability for him to do so. I suggested that he try this on his home computer and it worked. So I'm thinking there are secure settings within some organizations that restrict those types of transactions. Note that I have had this happen to other guests as well and it has always worked on the personal computers. I have also resent the payment request several times to no avail. Hope this helps!
  
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  - gotomike
    17 posts since
    Mar 30, 2011
    
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    Jan 14, 2013 2:18 PM (in response to nansealeeg)
    Re: PAY NOW button isn't working for a guest
    
    Thanks 'Nan'
    It makes much sense.... I will suggest this to my guest. Isn't it interesting how we get better answers to problems from users than from Homeaway!!!
    
    Thanks again,
    Michael
    
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mrmooper
7 posts since
Jan 29, 2013

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Apr 24, 2013 11:35 AM (in response to nansealeeg)
Re: PAY NOW button isn't working for a guest

I just had a client complain that they could not see the "Pay Now" button in the payment request email I sent them this morning throught HomeAway Reservation Manager. I described, based on my email copy, where she could find the button. She said she could see an orange box, but it didn't say pay now. This could be a browser issue. Is there a way to contact HomeAway by phone to correct these problems? If so, what is the procedure?

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- beth
  450 posts since
  Jan 20, 2012
  
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  Apr 24, 2013 11:53 AM (in response to mrmooper)
  Re: PAY NOW button isn't working for a guest
  
  Hi mrmoooper,
  
  You can contact Customer Support at:
  
  US Calls: 877-228-3145
  International Calls: 512-782-0805
  
  Customer Support is available 24 hours a day, 7 days a week.
  
  Thanks,
  Beth
  Community Manager
  
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larrymeyervi
16 posts since
Jul 23, 2011

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Apr 24, 2013 12:06 PM (in response to nansealeeg)
Re: PAY NOW button isn't working for a guest

Despite the fact that you have resolved it, I have experienced a number of problems with people saying that they were not able to activate the PAY NOW, even when the words were showing. Regardless, what I have found to always work is to re-send the payment request as if it had not been previously sent. It is almost as if sometimes the process of sending and retrieving the payment link is sometimes defective.

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nebasketnut
18 posts since
Apr 29, 2012

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May 3, 2013 8:26 PM (in response to nansealeeg)
Re: PAY NOW button isn't working for a guest

I've found that if I send them a direct link of the button from the copy of the e-mail HA/VRBO sends me they can get in and have no troubles.

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