At Haven, we use secure payment verification software to help protect our guests from fraudulent transactions. This system connects with your bank to ensure that the payment is being made by the card holder.
If your payment doesn't go through, please try again, keeping the following in mind:
1. Do you have online banking?
Online banking is the easiest way to verify your payment. When the payment is requested, you’ll be prompted to confirm it through your bank. Make sure to log in to your banking app when asked to authorise the payment.
2. Does your payment address match the card’s billing address?
As part of the verification process, we check that the address you've entered on our website matches the billing address linked to your card. If your home and card address are different, please ensure you untick the box and enter the correct address where prompted.
3. Does the name on the card exactly match what you entered?
The name you enter into the 'Name on card' field must exactly match the name printed on your card, including any titles or initials.
4. Are you using a work device?
Some company Firewalls or Antivirus software may block the payment verification process. If you are having difficulties, try using a personal device that isn't connected to your workplace's systems, VPN or Wi-Fi.
5. Are you using your phone to make the payment?
If so, try switching off your local Wi-Fi and using your mobile data instead, as this can sometimes resolve connectivity issues.
If you continue to have problems, please contact us directly and our team will be happy to assist you.
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