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Common Client Booking Issues & How to Resolve

When clients have trouble booking or paying online, it’s often due to simple errors or missed steps. Below are the most frequent issues, what the error messages mean, and what you (as a KiBook User) can advise your clients to do.

1. Payment Authentication Not Completed

What’s Happening:
Clients start the payment process but don’t finish the authentication step required by their bank (usually via their banking app or a text code).
Common Error Messages:
  • “Payment could not be completed”
  • “Authentication required”
  • “Your payment was not authorised”
What to Advise Your Client:
  • Ask them to check their banking app for a notification or approval request.
  • Remind them they may need to open their banking app or check for a text message from their bank to approve the payment.
  • Suggest they try again, making sure to complete all steps.

2. Incomplete Card Details or Missing Postcode

What’s Happening:
Clients sometimes skip a required field (like postcode or CVV) or enter incomplete card information.
Common Error Messages:
  • “Please enter your full card details”
  • “Postcode required”
  • Red error messages under the payment fields
What to Advise Your Client:
  • Double-check that all fields are filled in, including postcode and card security code (CVV).
  • If they see a red error message, it means something is missing or incorrect—ask them to review the form for anything highlighted in red.

3. Card Declined or Payment Failed

What’s Happening:
Sometimes the client’s bank declines the payment due to insufficient funds, card restrictions, or fraud prevention.
Common Error Messages:
  • “Card declined”
  • “Payment failed”
  • “Transaction could not be processed”
What to Advise Your Client:
  • Suggest they try another card or contact their bank to check if there are any restrictions.
  • If the issue persists, they can try booking again later.

4. Browser or Device Issues

What’s Happening:
Older browsers, pop-up blockers, or device settings can sometimes interfere with the booking and payment process.
Common Error Messages:
  • “Something went wrong, please try again”
  • “Unable to complete booking”
What to Advise Your Client:
  • Try refreshing the page or using a different browser (Google Chrome is recommended).
  • Clear browser cache or use a private/incognito window.
  • Try booking from a different device if possible.

5. General Tips for Users

  • If your client reports an issue, ask them for a screenshot of any error message—they may not always notice the details.
  • Most booking/payment issues are resolved by double-checking all required fields and ensuring payment authentication is completed.
  • If the client is still having trouble, you can attempt the booking on their behalf using their details (with their permission).

When to Contact KiBook Support

If none of the above resolves the issue, or if you see a system error that isn’t covered here, please contact us at contact@kibook.co.uk with details and screenshots/screen recordings.



Quick Reference Table
Error Message Likely Cause What to Advise Client
“Payment could not be completed” Payment authentication not done Check banking app for approval, try again
“Please enter your full card details” Missing card info or postcode Fill in all fields, review red messages
“Card declined” Bank declined payment Try another card, contact bank, try again later
“Something went wrong, try again” Browser/device issue Refresh, try different browser/device, clear cache
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