Step by step · Traveler
If the deposit payment doesn’t go through
Sometimes the bank or the payment method doesn’t approve the transaction. Don’t worry: your booking stays saved in Trips and you can try again, with the same method or a different one.
What to do
- Open Trips: your booking appears under Deposit still to be paid.
- Tap Pay: if the departure still has spots, we hold them for another 20 minutes.
- Pay on Wompi with another method (another card, PSE, Nequi…) or with the same one, if you’ve already sorted out the reason with your bank.
The most common reasons
- Insufficient funds or credit limit on the card.
- The bank blocked the purchase for security reasons (it sometimes happens with foreign cards or online purchases): a call to your bank usually sorts it out.
- A typo when paying, or the payment page closed before you finished.
If you already paid
If the money left your account but the booking still shows as “Payment pending”, wait a few seconds: we update it as soon as Wompi confirms the payment. If it doesn’t change after a few minutes, write to us on WhatsApp at +57 320 403 1707 with your booking code and we’ll look into it.
Until the payment is approved, your spot is only held for 20 minutes. Once that time runs out, someone else can take it.
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Related articles
- How it works · TravelerWays to pay the depositPay it online with Wompi or with an advisor on WhatsApp.
- How it works · TravelerYour spot is held for 20 minutesWhen you open Confirm and pay, no one else can take your spot for 20 minutes.
- How it works · TravelerHow your booking is confirmedOnline, once the payment is approved; with an advisor, when they confirm it.