Hello Amelia Support Team,

I hope this message finds you well. I’m reaching out to report a recurring issue I’ve been experiencing with the Amelia plugin on my website over the past month.

Despite having events correctly configured to require a deposit payment at the time of booking, the system inconsistently bypasses this step. In several cases, customers have been able to complete their bookings without being charged the deposit. This is causing significant disruption to my business operations, as it results in unpaid bookings and no-shows for my workshops, ultimately leading to a loss of income and planning complications.

To help you investigate, I will attach:

• Screenshots of the event settings showing the deposit requirement is enabled

• Confirmation emails received by customers where no payment was processed

• A few examples of bookings that went through without the deposit being charged

I kindly request your immediate attention to this matter, as it is affecting the reliability of the booking process for both my business and my customers.

Please let me know if you need access credentials or any further details to assist in resolving this issue.

Warm regards,
Roberto Giammellucca
The Sourdough Science Academy

Hi Stefan,

Thank you for looking into the issue.

Could you please clarify—does your message mean you couldn’t find any problem? Did you try replicating it multiple times, using different devices or browsers?

As mentioned, this issue has occurred multiple times already. While I’ve received two new bookings where the deposit was successfully charged, this doesn’t guarantee it will work every time, as the error seems to happen randomly.

Is there anything else you can do to investigate or help resolve this? Or should I just wait and risk losing more customers?

Looking forward to your support.

Best regards,
Roberto Giammellucca

Another 3 bookings with deposit not being charged!!

How many more customer do I have to lose to get your attention!!!

This support sucks!!!

I will make sure people will not fall into your booking system and waste their money and energies.

Hi Stefan,

Thanks for your reply.

Unfortunately, after weeks of back-and-forth and repeated issues that have directly impacted my business, I’ve lost trust in the reliability of Amelia and the support provided.

I’ve already spent too much time trying to get this resolved, and your team’s inability to replicate the issue — despite the clear evidence and examples I’ve sent — has left me no choice but to move on.

You’ve earned a 1-star review and lost a customer. I truly hope you improve your support process for the sake of others still relying on your platform.

Good luck.

Roberto