What guests see when they pay a deposit online

When a booking needs a payment (an experience deposit, a ticket price, a per-guest payment, a no-show deposit or a paid waitlist claim), the table is held while the guest pays. This article explains each screen and what to tell a guest who is stuck.

Where to find it

Guest-facing: it starts from the widget's confirmation step, or from a payment link in an email.

What it does

1. On the confirmation step the guest sees Payment Required, the amount per guest or ticket, any administration fee and Total due now, and presses the pay button (for example "Pay €40 & Confirm").
2. The reservation is created right away, waiting for payment, so nobody else can take the table.
3. The payment opens in a new window:
   • Mollie – Mollie's own payment page.
   • MultiSafepay – a 10Seat payment page with your name, a booking summary, a countdown (Your table is held for) and a box to accept the terms and deposit policy.
4. Meanwhile the widget shows Awaiting Payment – "Please complete the payment in the opened tab to confirm your reservation." – with Open payment and Open here buttons.
5. When the payment arrives: Payment Successful / "Table confirmed", and the confirmation email is sent.

Good to know

• The hold lasts the Payment hold time set under Settings › Widget Management › Booking Rules (default 15 minutes). After that the table is released.
• Trying again after a failed payment pays for the same booking; it does not create a second reservation.
• The payment page text says "The deposit is deducted from your final bill. Cancellation terms are set by the restaurant."
• The MultiSafepay payment page is currently shown in English only.

Troubleshooting

"If the payment window didn't open, check your browser's pop-up blocker settings." The browser blocked the new window. The guest taps Open payment or Open here.

"Payment was not completed" / "Payment Not Completed" The guest cancelled or the bank refused. The table "is still held for the rest of the window"; they can tap Try Again.

"The hold has expired" The guest took longer than the hold time. They must book again and pick a new time.

"This payment link is no longer payable" It was already used or cancelled. Ask the guest to check their email for a confirmation; look the reservation up before making a new one.

"Payment link not found" The link is incomplete. Ask the guest to open it straight from the email.

"Payment check timed out. Please contact support if payment was completed." The widget stopped waiting, but the payment may still arrive. Check the payment in your Mollie or MultiSafepay dashboard and the reservation status before booking again.

"A payment for this booking is already being processed." The guest pressed pay twice. Wait a minute and reload.