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Every confirmed booking Haven takes payment for has a card page, where the guest adds a card or swaps the one on file for a different one. The guest can get there on their own, you can send them there, and Haven sends them there automatically when a deposit hold fails on their card.
The card on file is what Haven uses for the stay's refundable deposit hold, for add-ons the guest requests, for price changes after a date or guest-count change, and, on a reservation you moved to Haven from another system, for the scheduled balance.
The guest opens their card page one of three ways:
On the page the guest sees their stay, the card on file (brand, last four digits and expiry), and the deposit hold if the stay has one. They tick an authorization that states exactly what the card may be used for, then save a card on a Stripe-hosted form. Saving a card charges nothing.
Open the reservation. In the right column, Card on file shows the card and two actions:
The link keeps working until 60 days after checkout.
The new card replaces the old one everywhere the stay uses a card:
| The stay has… | What happens |
|---|---|
| A deposit hold not yet placed | It will be placed on the new card. |
| A deposit hold that failed on the old card | It goes back in line and Haven places it on the new card, usually within minutes. |
| A deposit hold already placed | Haven places the hold on the new card first, then releases the one on the old card. |
| Add-on requests waiting for your approval | They are charged to the new card when you approve. |
| A scheduled balance (moved reservations) | It is charged to the new card. A balance that was waiting on the guest goes back in line right away. |
A hold that is already released, claimed, waived, or collected outside Haven is never touched.
If the new card will not carry the hold, the hold stays on the guest's previous card and nothing is lost. The guest is told on the page, the Card on file row on the reservation says the hold is still on the previous card, and the guest can try another card.
Two holds for a few days. After a hold moves, the guest's bank may show the old hold as pending until it clears. That is the bank's timing; the old hold is released at the moment of the move.
A note is added to the reservation's message thread whenever the guest changes their card.
If Haven cannot place the hold after four attempts, it stops trying that card. Then:
You can edit or turn off the guest's email in Communication → Message automations → Security deposit, on the step The hold cannot be placed on the card. With it off, use Ask for a new card yourself.
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