Paying
What to do if your payment did not go through
The short answer
If the page says nothing was taken, nothing was taken. Read the message, then press the button under it.
Step by step
Step 1: Read the message on the page.
It says what went wrong.
Step 2: Look for "nothing was taken" or "You have not been charged".
Those words mean no money left your account.
Step 3: Wait if it says the payment is being checked.
Do not pay again. The page updates by itself.
Step 4: Press the button under the message.
For example, "Try again", "Pay now" or "Choose your dates again".
Step 5: Contact us if you are still stuck.
Use our contact page. Tell us your booking number if you have one.
Do it now
Messages in the payment box
| The message | What to do |
|---|---|
| The message"Finish paying in Paystack’s window. This page carries on by itself when you are done." | What to doFinish paying in the Paystack window. Then wait. |
| The message"Paystack has not received a payment, so nothing was taken." | What to doPress "Pay now" to try again. Paid by bank transfer? Wait a few minutes first. Do not pay twice. |
| The message"Your payment hasn't gone through yet. If your bank asked you to confirm it, please finish that first." | What to doFinish your bank’s check. The page updates by itself. |
| The message"We couldn't reach Paystack, so nothing was taken. Please try again." | What to doPress "Try again". |
| The message"Paystack’s payment window could not open in this browser (an ad blocker can stop it)." | What to doPress "Continue on Paystack’s page". It brings you back when you finish. |
| The message"The amount has just changed, so nothing was taken. Please check it and try again." | What to doLook at the new amount. Then try again. |
Messages at checkout
The heading says "Your stay could not be paid for". Under it you see one of these.
| The message | What to do |
|---|---|
| The message"Your hold on these dates has run out. Please choose your dates again. You have not been charged." | What to doWe kept your dates for 30 minutes (half an hour), and the time ran out. Press "Choose your dates again". |
| The message"A stay has to be paid for on its own. Remove the other items from your basket, then check out. You have not been charged." | What to doPress "Back to your cart". Save the other things for later. |
| The message"The price of this stay has changed, so nothing was taken. Please check your basket and try again." | What to doLook at the new price in your basket. Then try again. |
| The message"We could not read your basket. You have not been charged. Please try again." | What to doTry again. |
Did you pay twice?
The page says "Our team has been told and will refund it." You do not need to do anything.
The Cabans team sends the money back. Our refund messages say "Refunds reach you within 14 days, usually in about 5."
Is the amount too small?
The smallest payment is ₦1,000 (one thousand naira). Add more extras, or ask your host.
Questions people ask
Was money taken?
Look for "nothing was taken" or "You have not been charged". If you see them, no money was taken.
Should I pay again while the page is still checking?
No. Wait. The page updates when the payment goes through.
I closed the page after paying. Is my booking lost?
No. Paystack tells us about your payment by itself. Open My Stays to see your stay.
My bank asks me to confirm payments. What do I do?
Confirm it in Paystack’s window, the way your bank asks. Then wait for the page to update.
Read next
- PayingHow to pay for your stayPick "Pay now with Paystack". Check your stay. Press "Confirm and Pay", then pay in Paystack’s window.
- PayingHow to reserve now and pay laterPick Pay later. You get a bill. Pay it within 2 hours, or the dates go back on sale.
- PayingWhat is the Paystack fee?Paystack takes your payment. It adds a small fee on top of the price. You see the fee before you pay.
- Changing or cancellingHow refunds workWhen you are owed money, the Cabans team sends it back to you. It arrives within 14 days, usually in about 5.
More about paying
Still stuck?
Tell us what happened. If you have a booking number, add it. Our team will help.
Contact usLast updated