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How to Check Client Payments and Declined Transactions in Stripe

This article applies only to practitioners who have connected a Stripe account and selected Stripe as their payment processor.
If you are using a different payment method, this information will not apply.

Heallist uses Stripe to process payments. While most successful bookings appear in your Heallist dashboard, some failed or declined payment attempts may only be visible inside your Stripe Dashboard.

If a client says they tried to book or pay and nothing went through, Stripe is the first place to check.

When to Check Stripe

Review your Stripe dashboard if:

  • A client reports a declined or failed payment

  • A client attempted to book but the booking was not completed

  • You do not see a transaction in Heallist, but the client insists they tried to pay

  • You want to confirm whether a payment attempt reached the processor

Where to Look in Stripe

  1. Log in to your Stripe Dashboard

  2. Go to Payments to see the list of transactions

  3. If needed, use the search bar to look up:

    • Client email

    • Client name

    • Payment amount

  4. Click into a payment attempt to see:

    • Status (successful, failed, incomplete)

    • Decline reason (if provided)

    • Date and time of the attempt

Common Reasons for Declined Payments

Stripe may display decline reasons such as:

  • Insufficient funds

  • Bank declined the charge

  • Card expired or incorrect card details

  • Authentication (3D Secure) not completed

Declines happen more frequently with larger transaction amounts.
In these cases, clients often need to contact their bank to approve the charge or retry with a different card.

Following Up With Your Client

If you see a failed or incomplete payment in Stripe:

  • Let the client know the payment did not go through

  • Share the general decline reason if available

  • Ask them to retry booking

  • Suggest they contact their bank to approve the charge, especially for higher amounts

Important Notes

  • Heallist cannot approve or override declined payments

  • Card declines are determined by the client’s bank, not Heallist

  • Stripe may show payment attempts that never resulted in a booking

  • If no record appears in Stripe, the booking was likely not completed on the client side

For further details, you may also contact Stripe Support .