Failed Payments

Understanding Failed Payments and Payment Options for Luggage Storage

Updated over a week ago

At LuggageHero, we strive to ensure a smooth payment process for our customers. In this article, we will explain the options available to customers in case of a failed payment and provide important guidelines for partners regarding accepting payments.

In this article

Customer Payment Options:

  1. Retry Processing Payment on First Credit Card: In the event of a failed payment, customers can retry processing the payment on the first credit card they initially submitted.

    This option often succeeds and provides a convenient way to complete the transaction. A check-out confirmation email will be sent to the storage manager when the online payment succeeds.

  2. Add Another Credit Card: Alternatively, customers can add another credit card to their account and retry processing the payment for their booking. This allows customers to use a different payment method and ensure a successful transaction.

This green pick-up confirmation screen indicates that the online payment was completed.

Customer Direct payment:

  • If the payment process fails again, customers will get an option to "Pay directly." This will indicate that payment for luggage storage can be accepted in the shop.

  • The total amount for the luggage storage will be displayed on the orange pick-up confirmation screen after the option "Pay directly" has been chosen. The customer can reopen the confirmation screen from the booking page.

    This orange pick-up confirmation screen indicates that the customer chooses to pay directly.

Booking Status and Payment Deductions:

  • A booking with a failed payment will be marked as "Paid in shop" in our system. This status indicates that payment was made at the storage location.

  • The total amount from failed payments will be deducted from the monthly payout to the partner. It is advised to receive the payment for a booking that cannot be paid online directly at the shop.


  • Receiving cash payments for luggage storage bookings made through is strictly prohibited unless otherwise advised by the LuggageHero App.

  • The pick-up confirmation screen will be displayed after the storage timer stops and indicates the payment method and status.

If you have any questions or need further assistance regarding failed payments, please do not hesitate to reach out to us at We are here to support you.

Below is a screenshot illustrating a Failed Payment, indicating the options to retry payment or complete payment at the shop.

Did this answer your question?