How can we help?
Choose the issue below for the next step and the right contact.
Contact SoloPayLink support
Email: solopaylink@gmail.com (also reachable via support@solopaylink.com) · We usually reply within 1–2 business days.
Include your booking reference or public booking link, the affected page, what happened and when. For account issues, write from your sign-in email. Do not send passwords, verification codes, API keys or full card details.
For service quality, attendance, refund-policy exceptions or urgent appointment changes, contact the business owner using your booking details or receipt.
Ask about your booking
Booked with a business? Send a question and get an instant answer where we have one. Problems with a payment go straight to the business. Never type card numbers here.
I cannot sign in or receive an email code
Owners: open Setup / Login and use the same account used for setup. You can use Google or an email login link. For email links, check spam and open the latest link for the same email address.
Customers: open your bookings, enter the booking email and verify the emailed code. Check spam and request another code when the resend option becomes available.
If this still fails, email SoloPayLink support from the affected address. Support does not need your code.
A payment failed or my booking is not confirmed
If Stripe declines the card, follow the checkout message or contact your card issuer. If you may have paid but the return page cannot confirm it, use the confirmation retry and check your bookings before paying again.
Send the business owner your booking reference and the payment time if the status still needs review. Contact SoloPayLink support for a broken page or repeated confirmation error. Do not send full card details.
The owner pays platform fees; Stripe processing fees are separate. Online services use the business currency unless the owner enabled USD. Check current fees and currencies.
My business cannot take payments yet
Open the owner dashboard, continue Stripe onboarding and complete the requirements shown by Stripe. Return to SoloPayLink and refresh the payment connection status. A saved account connection alone does not mean charges are enabled.
Identity, bank-account and payout requirements are handled in your Stripe account. For a broken connection button or a status that will not refresh, contact SoloPayLink support with your public booking link.
I need to cancel, reschedule or request a refund
Open your bookings and check the actions available for the appointment. The business sets the refund window and approves rescheduling. Contact the business owner for an exception or a service-related issue.
Cancellation and refund completion are separate. If a payment is under review, or a package already has used sessions, contact the owner before starting another payment or refund request. Use SoloPayLink support if an available portal action fails.
Calendar sync or available times look wrong
Owners: check the business time zone, service duration, working days, notice period, buffer and time off. Save changes and refresh the public booking page.
When Google Calendar is connected, each confirmed booking is added to it automatically. Outside calendar events do not block booking times, so add time off in SoloPayLink for those conflicts.
If times remain wrong, send support the public link, affected date, service and expected time zone. Customers should ask the business owner to confirm availability.
A confirmation, reminder or push alert is missing
Check spam and the email used for the booking, then check the saved booking in the portal or owner dashboard. A missing email does not by itself mean payment failed.
Owners: check reminder settings and device notification permission. Use the dashboard test alert to check provider acceptance. A queued email or accepted push does not prove it reached the inbox or appeared on the device.
Retry a failed reminder request using the same action. Separate manual reminders have a 15-minute cooldown. Contact support with the booking reference if delivery remains unresolved.