Goldie now reminds you before an unanswered appointment request expires, automatically releases your client's card hold if it does, and gives you more room to charge a card on file when a payment fails.
A Reminder Before an Appointment Request Expires
When a client books online and you accept requests manually, their deposit is placed as a hold on their card rather than charged straight away. That hold does not last indefinitely — it typically expires about seven days after booking, and the exact deadline is set by the card network.
If a request is still waiting for your answer 24 hours before that hold expires, Goldie now sends you a push notification: Respond to {Client}'s request
{Client} requested an appointment at {Time}. Tap to accept or decline.
Tapping the notification opens the appointment details with the request still in Pending, so you can accept or decline it right there.
To review pending requests in Goldie, go to Menu (☰) → Calendar.
This reminder uses your existing booking notification preferences. If you have turned booking notifications off, you will not receive it.
To check your notification preferences in Goldie, go to Menu (☰) → Settings → App notifications.
What Happens if a Request Is Never Answered
If you neither accept nor decline a request, Goldie now closes it out for you one hour after the appointment's end time. The hold on your client's card is released, the pending appointment is removed from your calendar, and your client receives an email letting them know.
That email tells the client their request could not be confirmed, that no payment was taken, and that the hold on their card has been released — noting it can take a few days to clear from their statement depending on their bank. It also includes your online booking link so they can send a new request if they still want the appointment.
To review your deposit and no-show settings in Goldie, go to Menu (☰) → Settings → Payments → No-show protection.
To set up deposits and card capture in the first place, see No-Show Protection & Checkout Improvements.
The Daily Limit for Card on File Charges
To protect both you and your clients, Goldie limits how many times you can charge a saved card for the same client in a single day. Two things have changed about that limit.
The limit has been raised from two charges to three charges per client per day. More importantly, only successful charges now count. Previously, every attempt counted, so a client whose card kept declining could use up your allowance without a single payment ever going through. Failed attempts no longer push you over the limit.
For how the card on file feature works overall, including when a saved card can be charged, see Available Payment method: Card on File (Feature Overview).
When a Card on File Charge Fails
When a charge to a saved card is declined, Goldie now shows you a message explaining the specific reason rather than a generic error, and handles the saved card differently depending on what that reason was.
Type of decline | What it usually means | What happens to the saved card |
Temporary | The bank could not be reached, the card does not have enough available balance, the same amount was just charged, or the bank wants the client to approve the payment themselves. | The card stays saved. You can try the charge again. |
Permanent | The card has expired, was reported lost or stolen, has been replaced by the client's bank, or was declined in a way that will not change. | The card is removed automatically from the client's profile and from the appointment details. Ask your client for another payment method. |
Declined without a reason | The bank declined the charge but did not say why, or does not allow this type of payment on that card. | The card stays saved and you can try again, but it is worth asking your client to check with their bank first. |
When a card is removed after a permanent decline, it also disappears from the client's own saved payment methods, so they will need to add a new one before their next booking. Your clients see their own version of the message when a payment fails on your booking website.
All charges and attempts remain visible in the appointment's Transactions section and in your Payments dashboard.
To review your transactions in Goldie, go to Menu (☰) → Payments.
For the broader reasons a client's payment may be blocked, see Why was my customer's payment attempt rejected? (payment blocked).
Still can't find what you're looking for? Return to the Help Center homepage to search for additional articles or reach out to us - we're always here to help.