Eligibility & activation
I'm based in Spain and manage 4 rentals in Andalusia. I couldn't find the Lodgify Payments option. Do I need to request access?
No. Lodgify Payments is currently available only for eligible US customers / US account holders. Spain is outside the current availability, so the option will not appear, and this is not something Support can enable manually.
Two guests paid through Lodgify Payments 3 days ago but nothing's in my bank yet. Is something wrong?
Not necessarily. First payouts can take longer, upto 20 days, and payouts may take around 5–7 business days to land after processing.
A guest filed a chargeback. I plan to fight it — I have proof they stayed. I saw a $15 fee mentioned. Will I be charged even if I win?
Yes. The $15 dispute / chargeback fee applies per chargeback and is charged regardless of whether the customer wins or loses. If they win, the disputed amount is returned, but the dispute fee still applies.
I switched from Stripe to Lodgify Payments, and now a guest's scheduled second payment isn't being charged. Why?
When switching gateways, saved payment details do not transfer. The scheduled payment may need to be re-requested so the guest can enter payment details again under the active gateway.
I'm a property manager and the Payments setup isn't available to me, though the account owner can see it. What permission do I need?
Lodgify Payments setup is available to the account owner / primary owner only. Sub-users or property managers cannot activate it from their own access, even if they manage the rentals.
Daily payouts create tons of small transactions and my accountant is struggling. Can I switch to weekly or monthly?
The customer cannot change the payout frequency directly from the dashboard. If the user insists on this being done, escalate to Oscar.
I refunded the guest in full. Why didn’t I get the Lodgify Payments fees and transaction fee back too?
Lodgify Payment Fees and the 1% transaction fee are non-refundable. They are incurred when the original payment is processed, even if the customer later issues a full or partial refund.
What talkative animal is Shrek's best friend and sidekick throughout his movies?
Donkey.
I’m setting up Lodgify Payments, but I don’t have a separate business website yet. Can I skip that step and finish activation without one?
No. A business website is mandatory during Lodgify Payments setup because Stripe reviews it as part of KYC/KYB verification. The customer can use their Lodgify domain, but the website should show the business name and describe the services offered. If Stripe asks them to confirm website ownership, they’ll receive an email and see a dashboard notification; payouts may be paused until ownership is verified.
What shape is the famous scar on Harry Potter's forehead?
A lightning bolt.
In Star Wars, who does Darth Vader famously reveal himself to be the father of?
Luke Skywalker.
What is the name of the fictional, crime-filled city that Batman protects?
Gotham City.
What kind of creature bites Peter Parker to turn him into Spider-Man?
A spider.
I changed my payout bank account yesterday, but today’s payout still went to my old bank. Why?
If a payout was already in transit before the bank details were changed, it will still be sent to the previous bank account. New bank details apply to the next payout cycle.
Before I switch, break down all the fees. Mostly domestic US guests, occasionally international, and a few pay with Amex.
Explain the US Lodgify Payments fee structure: standard domestic card processing is 2.9% + $0.30, international cards are 4.4% + $0.30, Lodgify transaction fee is 1%, Amex/Diners adds 1%, and foreign exchange may add 1% when applicable.
I just received an email saying a guest opened a chargeback. What should I do next?
The customer should review the chargeback details and decide whether to accept it or challenge it. If they challenge it, they must submit evidence through the Payments section before the deadline. Evidence may include guest conversations, booking confirmation details, cancellation policies, records of changes/cancellations, rental agreements, and a clear explanation.
I finished the Lodgify Payments setup, but now there’s a banner asking for more documents. Does that mean activation failed?
Not necessarily. Stripe may request additional information after setup. The customer should follow the Lodgify-branded email or dashboard banner and upload the required documentation. Activation or payouts may be delayed until the checks are completed.
My payout failed, and the bank says the account details don’t match their records. What should I check?
Ask the owner to verify the bank account details in Lodgify Payments. The account number, routing number, and account holder name must match the bank statement exactly. If the details are correct but the payout still failed, escalate.
I refunded a booking after the payout had already been sent, and now my Lodgify Payments balance is negative. Did something break?
Nothing necessarily broke. A negative balance can happen when a refund or chargeback occurs after funds have already been paid out. Stripe may recover the amount from future payouts or attempt a direct debit from the linked bank account.
I refunded my guest 11 business days ago, and they still say the money is missing. What can I give them?
Refunds usually take 5–10 business days. If that timeframe has passed and the refund shows completed with no errors, provide the refund reference number so the guest can ask their bank to trace it. Depending on the card/payment type, references may include ARN, STAN, or RRN.