Payment Best Practices

This article addresses the following:

• Setting Up Payment Method
  • Making a Payment
  • Changing your Payment Method
• Accepted Forms of Payment
• Common Reasons Payments Fail
• Billing Issues

Setting Up Payment Method

Making a Payment

You've found the perfect pool for your day, you've made all your plans, and you want to pay. To add a card on file, please visit your Profile and select Choose Payment Method, to add a payment method or update the card on file. You now can store more than one method of payment on file.

All payments are processed by our secure payment processing partner, Stripe. 

Changing your Payment Method

In the event you need to update your payment, simply return to your Profile and click Choose Payment Method as shown above. Once here, select Update your Payment Method and input the information with your new card.

If you’re having trouble making a booking and none of the above apply to you, please click the Help button and submit a ticket to Swimply Customer Care.

Accepted Forms of Payment

Swimply accepts most major credit cards.
Accepted methods of payment are: Visa, Mastercard, American Express, Discover, Diners Club, JCB

*Please note we do not accept prepaid credit cards as a method of payment.

Also accepted are Google Pay and Apple Pay.

Common Reasons Payments Fail

The following are reasons why your payment may fail. If you experience a failed payment, please troubleshoot below: 

• Insufficient Funds
• Use of Prepaid Cards
• Expired Card/Invalid Card Information
• Anonymous IP Address: Payments made on a business/work computer or while a VPN (Virtual Private Network) filter is active cannot be processed
• Bank declined: Occasionally banks may decline a payment for different reasons. In this case, you will need to contact your bank directly to determine the reason for the declined charge.

Billing Issues

Have questions about charges or failed payments on your account? Follow these steps to get your questions resolved:

• Review your booking receipt - The booking receipt is available for review at any time. Simply navigate to your reservations tab in the menu and view the reservation in question. From there, select the receipt tab to view the full breakdown of pricing. 
• Discuss the charges with your Host - Check with your Host to determine if they made any additional requests for charges for your booking. 
• Submit a ticket to Swimply Customer Care - If you and the Host both come to the conclusion that the charges may be incorrect, submit a ticket to Swimply Customer Care in the Help Center. 
• Click the Help button to start the process with our virtual assistant, Duckie. Follow the prompts and select the appropriate option:
  • If disputing a charge that was already processed, select 
    • Payments or Refunds > Dispute a Charge
  • If you’re trying to book, but your payments are failing, select
    • Payments or Refunds > Failed or Fraud Payments > Payment Failed
  • If you believe you were a victim of a fraudulent transaction, select
    • Payments or Refunds > Failed or Fraud Payments > Account Fraud

• Within 72 hours, a member of the Swimply Trust & Safety team will follow up via email to assist you further.