> ## Documentation Index
> Fetch the complete documentation index at: https://help.whetstone.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Fix Whetstone payment problems

> Resolve declined cards, duplicate charges, missing receipts, and payments that appear to have gone nowhere.

## 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.

<Note>
  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.
</Note>

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.

## Duplicate charge

<Warning>
  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.
</Warning>

**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.

## 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.

<Note>
  **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.
</Note>

## 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](/owners/after-your-session) for what releases it.

## 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.

## If that did not work

Contact [support@whetstone.au](mailto: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.

## Related articles

* [Payments and receipts](/billing/payments-and-receipts)
* [Refunds](/billing/refunds)
* [Booking issues](/troubleshooting/booking-issues)


## Related topics

- [Fix Whetstone booking issues](/troubleshooting/booking-issues.md)
- [Can't sign in to Whetstone](/troubleshooting/cant-sign-in.md)
- [Get in touch with Whetstone support](/support/contact.md)
- [Frequently asked questions about Whetstone](/support/faq.md)
- [Professional Indemnity Insurance on Whetstone](/trust/insurance-explained.md)