When a client's card fails
See whether Gloa is trying again or whether you need to collect payment at the salon.
2 min read · Updated August 28, 2026
In short
- A failed card means the appointment money has not arrived.
- Wait while a payment or retry is still in progress.
- At merchant check-in, a declined saved card may be followed by a payment link when Gloa offers one.
A failed card means the appointment money has not arrived. Do not count it as paid, and do not try to collect beside a payment that Gloa says is still in progress.
Read the payment state first
- Payment in progress: wait. Starting another payment can make the client pay twice.
- Retry scheduled: Gloa will try the saved card again at the time shown.
- Card declined at merchant check-in: the saved card was not charged. Gloa may offer a payment link for the balance.
- Cancelled unpaid: the card never paid and the booking is no longer active.
When check-in offers a payment link
If the saved card is declined during merchant check-in and a balance fallback is available, the warning explains that the card was declined and the screen shows Open payment link. The link opens a hosted payment page for the remaining balance. It is shown only when Gloa has one to offer; opening it does not mean the balance is paid. Check the payment state after the client completes the page.
| Payment still in progress | Wait so the client is not charged twice. |
|---|---|
| Retry scheduled | Check the time shown and let Gloa try the saved card again. |
| The payment link is not offered | The link is offered only when Gloa has created a balance fallback after the declined check-in charge. Follow the live payment state and use an accepted payment method at the salon if appropriate. |