Payment validation process for new guests doesn't go through

Accra, Ghana
Level 2

I am a frequent guest user of AirBnB, but only recently started to host.


Last week a couple wanted to book, but got stuck in the validation process of their card and after several days of 'validation' they both disappeared from the platform (and from my inbox).


This week I'm having another very genuine guest and I'm experiencing the same problem. She is saying that the system is not taking her to the 'next page' to confirm. I have responded to her, but already there are no answers and I'm worried that I'll lose her again. 


Is this a frequent problem? Can anybody else report such problems and remedies?


Thanks for your help!


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