Welcome to the Help Center

Payment Failures for Pre-Paid Appointments

When customers pre-pay for appointments online, MyTime does not charge the credit card at the initial booking. Credit cards will be charged two hours after the appointment takes place (this time can vary depending on the current volume with our payment processor). 

At the time of booking, MyTime places a pre-authorization on the customer's credit card to ensure there are sufficient funds for the appointment. If the card is approved, the booking will go through and the appointment will read Pre-Paid in the appointment window:

If the appointment is greater than 7 days away the pre-authorization will be released from the customer's card and the held funds will be returned. 

In the event the pre-authorization expires, MyTime will renew the hold 5 days prior to the appointment to ensure there are still sufficient funds. It is possible for the card to fail this time even if it went through at the initial booking. In the event of payment failure, you will receive the following email notification: **Please be sure to collect payment from the client. If you have MyTime POS, you can enter a new payment here.** 


Pre Auth/Hold Examples:

Booking date 1/1 appointment date 1/21

  • FIRST Auth on 1/1

  • FIRST Auth will fall off around 1/7

  • SECOND Auth around 1/16

Booking date 1/1 appointment date 1/10

  • FIRST Auth on 1/1

  • FIRST Auth will be canceled on 1/5 and immediately after the cancellation on the FIRST auth a SECOND auth will be placed on 1/5

    • This is most often the scenario where customers will call asking why they had an auth on 1/1 and another auth on 1/5. They will typically see two auths since the FIRST auth from 1/1 has not been removed from their online banking yet. You can reassure them the FIRST auth will fall off in a few days and the more recent authorization (SECOND auth) will be the only charge that finalizes.


It's also possible for a charge to fail if the payment amount increases (for example, if you add additional services to the appointment or if the client adds a tip).  If the card declines, MyTime will convert the "pre-paid" appointment to an "unpaid" appointment. 

The appointment window will read Online Payment Failed.  


Powered by Zendesk