Customers can only pay by card once Stripe or Square is fully connected to your own account. If it is not, you will see a warning in Settings, or customers will see a message when they try to pay. Nothing is lost; here is how to find out which step is missing.
What you are seeing
Open Settings → Business & payments and scroll to Payment Provider. You may see:
- A green check and Stripe connected and ready to accept payments. Everything on the Stripe side is fine.
- Stripe account started but onboarding isn't finished yet, with a Finish Stripe Setup button.
- Stripe connection failed or Square connection failed.
- Customers seeing Online payment isn't set up yet followed by a request to contact you.
Most likely causes, in order
- Stripe onboarding is not finished. Press Finish Stripe Setup and answer everything Stripe asks about your business and bank account. When you come back, a note says it will confirm as ready once Stripe finishes checking. That check is done by Stripe and can take a while, so look again later.
- The Active Provider is the wrong one. In the same section, Active Provider is a choice between Square and Stripe. It must match the one you connected. Change it and press Save Settings.
- Your currency does not match. The currency in Settings must be the same as your Stripe or Square account. Set it before you connect. A US business should also set its Country to US in the search settings under Website & search first.
- The connection attempt failed. Press the connect button again. With Square, make sure you finish on Square's page and approve access rather than closing it.
- Square says connected but no location found. Dogly needs a Square location to take payments, and you cannot fix this yourself. Contact us.
What happened to the customer who tried?
If a customer pressed Book and saw Online payment isn't set up yet, that booking was cancelled and its dates were released. Once you have fixed the connection, ask them to book again, or make the booking yourself and send a payment link (Take a card payment for a phone booking).
Good to know
- Meanwhile you can still take bookings that are paid at drop-off or by e-Transfer. See Let customers pay by Interac e-Transfer or cash.
- Money goes straight to your own account, and Stripe or Square charge their own fees.
Related: Connect Stripe, Connect Square, How payments work.
Still stuck? Open More → Dogly Support and tell us which provider you use and exactly what the Payment Provider section says. Tell us if it keeps saying the connection failed, or if it says ready but customers still cannot pay. A screenshot helps.