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Card declined

Your bank may have flagged the charge, or the details may be wrong. Fix: Check the card number, expiry and CVC. If those are right, call your bank to confirm they are not blocking it, and try another card if you have one.
Whetstone charges in Australian dollars. Some banks require you to authorise international or online transactions before the charge will succeed, and your bank may add its own conversion fee.
Nothing is lost if a payment fails. The booking sits on your Bookings page as Awaiting payment with your time still reserved, for 24 hours.

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Duplicate charge

Do not retry the payment until you check for a confirmation. A charge can succeed even if the page did not update, and retrying can create a real duplicate.
Fix: Check your inbox and spam for a Whetstone confirmation, then log in and check Bookings to see whether the booking is there. If you see two bookings for the same advisor and time, or two charges without matching bookings, contact support immediately.

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I was charged for a booking that had already been cancelled

This happens when a card completes just after a booking expired or was cancelled.
You do not need to do anything. Whetstone does not keep money for a booking it cannot honour — the payment is refunded automatically, back to the card it came from. Card refunds usually appear within five to ten business days.

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I paid but the money has not reached my advisor

That is how it is meant to work. Your payment is held by Whetstone from checkout until the work is done and you confirm it. It is not late — it is waiting. See after your session for what releases it.

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Receipt not received

Receipts are emailed to the address on your account after each successful payment. Fix: Search your inbox and spam for “Whetstone”. If it is not there, check your account settings to confirm your email address is correct. You can request a duplicate from support.

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If that did not work

Contact support@whetstone.au with your account email, the date and amount of the charge, the last four digits of the card, and any error message.
Last modified on August 26, 2026

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