My login link never arrived
Check your spam folder and add noreply@mail.bookto.euto your contacts. The link works once and expires after a while, so if you already used it or it's old, request a fresh one. More in Logging in with a magic link.
A buyer says they didn't get their confirmation
Ask them to check spam and whitelist noreply@mail.bookto.eu— that's the address all buyer emails come from. See Email addresses.
An order is stuck on "Pending"
Pending means the buyer started but hasn't finished paying — some payment methods are simply slower. The status updates on its own once the payment clears. If a payment definitely went through on Mollie's side but the order still shows pending, contact support with the order number.
A buyer sees "No live API key configured"
Your Mollie live key isn't saved yet, or Mollie hasn't finished verifying your account. Real customers always pay live, so you need both in place. See Going live.
My VAT number won't validate
bookto checks your VAT number against the official EU database in real time. Newly registered numbers can take a few days to appear there. Double-check the country prefix, wait 24 hours, and try again. More in Complete your account.
A paid order didn't create an Onfact invoice
Onfact invoicing is skipped for test orders by design — use a real payment to test it. Otherwise, check that your Onfact key and Company UUID are still saved. See Set up automatic invoicing.
I can't create a new product
You've probably hit your plan's product limit (2 on Essentials, 5 on Flow). The limit counts active and inactive products — deactivating doesn't free a slot, only deleting does. See Create your first product.
How do I refund a buyer?
bookto doesn't process refunds — the cleanest way is through your accounting software. See Refunding a buyer.