The Payment Request feature allows staff to send secure payment links to customers directly from a booking. Customers receive an email with a payment link and can pay online using their credit or debit card. This guide covers the complete flow from sending a payment request to receiving the payment.
1. Prerequisites
The Payment Request feature is available to tracks that have Adyen configured as a payment method. If you do not see the "Send Link" button described below, please contact your account manager to enable online payments for your venue.
Note: The "Send Link" button will only appear if your track has the Adyen payment method active. This is the same payment provider used for online bookings.
2. Sending a Payment Request
Step 1: Open a Booking
Navigate to Administration > Calendar > Multi Calendar and click on any booking to open the booking details panel on the right side of the screen.
Step 2: Locate the Send Link Button
Scroll down to the bottom of the booking details panel. Below the receipt section, you will see two buttons:
Make Payment (green button, 2/3 width) — The standard payment button for in-person payments.
Send Link (amber/orange outline button, 1/3 width) — The new payment request button for sending online payment links.
Click the Send Link button to open the Payment Request form.
3. The Payment Request Form
When you click "Send Link", a modal window opens with the following fields:
Amount
The amount the customer needs to pay. This field is pre-filled with the current outstanding balance of the booking. You can edit this to request a different amount (for example, a deposit or partial payment).
The amount must be greater than zero.
Enter the value in your local currency (e.g. 24.50 for twenty-four fifty).
Valid Until
The expiry date for the payment link. After this date, the customer will no longer be able to use the link to make a payment. The default is set to 30 days from today. You can adjust this to any date in the future.
Use the date picker to select the desired expiry date.
Expired links will show a "Payment Link Expired" message to the customer.
The email address where the payment link will be sent. This field is pre-filled with the customer's email address from the booking (if available). You can change it to any valid email address.
Email Text
The message body that will be included in the email sent to the customer. A default professional message is provided, which includes:
A greeting to the customer.
Your venue name.
The requested payment amount.
Instructions to follow the payment link.
You can fully customize this text. The payment link button will be automatically added below your text in the email — you do not need to include the link yourself.
Tip: When you change the amount at the top, the amount mentioned in the email text will automatically update to match.
Submitting the Request
Once all fields are filled in correctly, click the Send Payment Request button (amber/orange button at the bottom right of the modal).
Upon successful submission:
A success message will briefly appear.
The modal will close automatically.
The customer will receive an email with a pay now button.
4. Tracking Payment Requests
After sending one or more payment requests, a new Payment Requests section will appear in the booking details panel, located between the Receipt and Booking Notes sections.
This section displays a table with the following columns for each payment request:
Column | Description |
Amount | The requested payment amount, displayed in your local currency format. |
The email address the payment link was sent to. | |
Valid Until | The expiry date of the payment link. |
Status | The current status of the payment request (see below for details). |
The most recent payment request is always shown at the top. You can send multiple payment requests for the same booking.
5. Understanding Payment Statuses
Each payment request can have one of four statuses:
Pending (Gray)
The payment request has been created locally but has not yet been synced to the cloud. This typically resolves within a few seconds. If it remains in this state, check your internet connection.
Active (Blue link + Copy button)
The payment request has been successfully sent to the cloud and the email has been dispatched to the customer. In this state you will see:
A blue external link icon — Click this to open the payment page in a new browser tab (useful for testing or sharing the link manually).
A green copy icon — Click this to copy the payment link to your clipboard. A brief "Copied!" confirmation will appear. You can then paste this link into any messaging app, SMS, or other communication channel.
Paid (Green)
The customer has successfully completed the payment through the link. The status is synced automatically from the cloud. A green checkmark and "Paid" label will be displayed.
Note: The status sync happens periodically (approximately every minute). It may take a short moment after the customer pays before the status updates to "Paid" in your system.
Expired (Yellow)
The payment link has passed its "Valid Until" date without being paid. The customer will see a "Payment Link Expired" message if they try to use the link. You can send a new payment request if needed.
6. Customer Experience
Here is what happens on the customer's end after you send a payment request:
Step 1: Email Received
The customer receives an email from your venue as below:
Step 2: Payment Page
When the customer clicks "Pay Now", they are taken to a secure payment page that displays:
The payment page is mobile-friendly and works on all devices — smartphones, tablets, and desktop computers.
Step 3: Payment Processing
After the customer enters their card details and confirms the payment:
The payment is processed securely through Adyen.
On success, the customer sees a "Thank you!" confirmation screen with a green checkmark and the amount paid.
If the Link Has Expired
If the customer clicks the link after the expiry date, they will see a message stating:
"Payment Link Expired" — "This payment link has expired. Please contact us for a new payment link."
In this case, you can simply send a new payment request from the booking.
7. Frequently Asked Questions
Can I send multiple payment requests for the same booking?
Yes. Each payment request is independent. You might send multiple requests for different amounts (e.g. a deposit and a remaining balance), or resend a new link if the previous one expired.
Can I cancel a payment request?
You cannot cancel a sent payment request directly. However, you can let it expire naturally by its "Valid Until" date. If needed, communicate with the customer to disregard the link.
What happens if the customer pays more than the booking balance?
The payment amount is fixed to what you entered in the form. The customer cannot change the amount on their end — they pay exactly the amount you requested.
Where can I see if the payment was received?
In the booking details panel, the Payment Requests section will show the status as "Paid" (green) once the payment is completed. The booking balance will also update accordingly once the payment is processed and synced.
I do not see the "Send Link" button. Why?
The button only appears if your track has the Adyen as a payment method configured and active. Contact your account manager to enable this feature.
How long does it take for the "Paid" status to appear?
The status syncs from the cloud automatically. It typically updates within 1-2 minutes after the customer completes the payment.
Can I copy the payment link and send it via WhatsApp or SMS?
Yes! Once the payment request status is "Active" (showing the blue link icon), click the copy icon to copy the payment link to your clipboard. You can then paste it into WhatsApp, SMS, Facebook Messenger, or any other messaging platform.
What email address is the payment request sent from?
The email is sent from your venue's configured email address (the same one used for booking confirmation emails). If no custom email is configured, it will be sent from the default RaceFacer address.
Can I customize the email text?
Yes. The email text field in the payment request form is fully editable. You can write any message you want. The payment link button will be added automatically at the end of your message.