If you have received alerts from Stripe (payment provider) asking you to update your information, and you have not yet responded, your Stripe account may have been temporarily deactivated. This causes the credit card hold functionality on the Zenchef side to malfunction.
💡How to Restore Your Credit Card Hold
1. Complete Your Missing Information on Stripe
Log in to your Stripe account directly through Zenchef:
- Go to Settings → Revenue → Setup
- Click on the link highlighted in red "To update your information, click here"
- This link will open the Stripe login page; enter your Stripe login ID (usually your email address) and your password.
Once logged in, Stripe will directly indicate the missing information you need to provide — just follow the prompts. This may include:
- Your identity card
- Company registration document (Kbis)
- VAT number
- Other documents depending on your situation
Once the information is provided, save it.
2. Reconnect Stripe to Zenchef
- Return to your Zenchef account, under the Settings → Revenue → Setup tab.
-
If you have correctly completed your Stripe account, a green "connected" button will now appear. This means the connection is restored and the credit card hold is functional again.
⚠️ If not:
- Refresh the page and wait a few minutes.
- Log back into your Stripe account to verify that all necessary information has been completed.
💡 You can also switch to Zenchef Payment
The credit card hold is also available via Zenchef Payment, our own integrated payment solution — without dependency on Stripe. This is a great opportunity to simplify your setup.
Zenchef Payment vs Stripe: which payment solution is right for your restaurant?
| Zenchef Payment | Stripe | |
|---|---|---|
| ✅ Card Verification | The card is checked at the time of booking — declined, expired, or unauthorised cards are filtered out in advance | All cards are accepted |
| 📋 Cancellation Policies | Explicitly displayed on the booking widget, the customer confirms with full knowledge | Generic messages |
| 🔄 3D Secure Follow-up | If payment is not completed, the customer is automatically reminded to complete validation | No automatic follow-up |
| ⚖️ Dispute Management | Evidence is automatically compiled via DefendX to facilitate contesting | Manual processing |
| 💳 Payment Success Rate | ~99% of bookings with a card hold result in successful payment | Only ~84% |
❓ How to activate the Zenchef Payment provider?
Zenchef recommends Zenchef Payment to secure your credit card holds, streamline the booking experience, and significantly reduce no-shows.
⚠️ Important Information:
Zenchef Payment transaction fee: 10%Stripe transaction fee: 5%