Unable to send a refund to my guest

[Helen2518]

I have agreed to compensate my guest but when trying to send the money via the resolution centre or the "send or request money" option in the inbox message thread, I select "confirm and pay" but then get a pop up "Need our help?" when I close this pop up it says "No money has been sent". The payment does show as pending in my transaction history for a few days but then disappears. I have reported the issue to Airbnb 3 times now but it's not been fixed. Any help or advice would be much appreciated! Thanks 

[Emiel1]

@Helen2518 

Is it about a reservation ongoing or already ended ?

Is the Airbnb account of the guest still active ?

[Helen2518]

This is an ongoing reservation but I'm sure I've had the same issue in the past trying to refund a reservation that's ended.

[Brian2036]

@Helen2518 @Emiel1 

I tried it once for a small amount of money.

I didn’t work so I just gave them a $10 bill.