When a card fails at the door the visit still goes ahead, and the appointment appears on your Bookings tab as unpaid — with a retry button and a payment link you can email.
Prerequisites
• Role: Owner or Manager
A home visit is charged when it actually starts — when the practitioner checks in, or when they press Proceed after a first-visit Intake. Nothing is taken at booking time.
If the card is declined, the visit carries on. Your practitioner is shown nothing about it — they are standing in the client home, and that is not a conversation to have there.
Go to Appointments → Bookings. A panel headed "Home visits you haven't been paid for" lists each one with the amount, the client, the practitioner, and why the card failed.
Click "Charge $X" to try the saved card again. Most declines are a temporary hold or a bank check, and a retry a few hours later often works.
Click "Email a payment link" to send the client a Stripe checkout page for the outstanding amount. They can pay with any card, and the visit is marked Paid automatically once they do.