> For the complete documentation index, see [llms.txt](https://support.holidayhero.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.holidayhero.com/integrations/payment-providers.md).
# Payment Providers
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## Taking payments for upsells
To sell upsells — experiences, extras, add-ons — you need a payment provider connected to your workspace. HolidayHero does not hold your money: guests pay into **your own** merchant account, and you are paid out by that provider on their normal schedule.
You can connect **Stripe** or **Mollie**.
### Which one should I choose?
Both work for ordinary upsells. The differences that usually decide it:
| | Stripe | Mollie |
| ----------------------------------------- | --------------------------------------- | --------------------------------------------------- |
| Payment methods | Cards and a wide range of local methods | iDEAL, Bancontact, cards and other European methods |
| Currencies | Your workspace currency | Euro only |
| Experiences that need your approval | Supported | **Not supported** |
| What the guest sees at checkout | Each product listed separately | A single total with one description |
| Who pays the provider's transaction costs | HolidayHero | You, billed by Mollie directly |
**If you sell experiences that require your approval, you need Stripe.** Those bookings hold the guest's money when they book and only charge it once you accept — Mollie's payment methods cannot hold a payment that way, so a workspace with only Mollie connected cannot sell them. See Connecting Mollie.
If you already use Mollie for your own business and take mostly iDEAL payments, Mollie is usually the simpler choice. Otherwise Stripe is the more flexible one.
You can connect both. Each experience uses your default provider unless you pick a different one on the experience itself.
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### What HolidayHero charges
When a guest pays for an upsell, our commission is taken **automatically from that payment**, at your payment provider. It never appears on your monthly invoice, and you never have to transfer it to us — you simply receive the remainder.
Which rate applies depends on the provider, because the two carry the provider's own transaction costs differently:
| Provider | Rate used | Why |
| ---------- | ------------------------------ | ----------------------------------------------------------------------------------------------------------- |
| **Stripe** | Your **Payment Fee** | HolidayHero pays Stripe's transaction costs for the payment, so this rate covers them. |
| **Mollie** | Your **External Payments Fee** | Mollie bills you directly for its transaction costs, so our rate excludes them. It is the lower of the two. |
**Both rates are in your subscription.** To see yours, go to **Workspace → Subscription**, where they are listed as *Payment Fee* and *External Payments Fee*. They vary by plan and by agreement, so always read them there rather than assuming a figure.
On top of that, if you have set a commission on an individual product — used when a supplier runs the experience on your behalf — that commission is collected from the same payment.
#### Worked example
A guest books an upsell for €100 through Mollie:
1. The guest pays €100 into your Mollie account.
2. HolidayHero's commission, at your **External Payments Fee**, is taken from that payment automatically.
3. Mollie deducts its own transaction cost for handling the payment.
4. The rest is settled to your bank account by Mollie, on their normal payout schedule.
Through Stripe the shape is the same, except our commission uses your **Payment Fee** and Stripe's transaction cost comes out of our side rather than yours.
***
### Choosing which provider an experience uses
* The **first** provider you connect becomes your default, and every experience uses it.
* To use a different provider for one experience, open that experience and pick it under **Payment Provider**. This option appears once you have more than one provider connected.
* To change which provider is your default, contact support.
An experience only takes payments while its provider is fully connected and active. If a provider is still being set up, or your provider has asked for more information, guests will not be able to complete an upsell purchase for it.
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### Refunds
Refunds are made in your payment provider's own dashboard — Stripe or Mollie — not in HolidayHero.
Please contact support when you refund an upsell, so we can correct the commission and your records. Commission already collected on a payment is not returned automatically.
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### Troubleshooting
**The provider shows "Disabled".** It is not finished being set up, or the provider has suspended it. Open **Workspace → Settings** and follow the button on the provider to continue.
**"Additional information required".** Your payment provider needs more details before it will let you take payments — identity documents, company details or bank details. The button takes you to the provider's own dashboard, where you can complete it. HolidayHero cannot supply this on your behalf.
Once the provider is satisfied, your account is enabled automatically, usually within an hour. You do not need to reconnect.
**Guests cannot pay for an experience.** Check, in order: the provider is Active; the experience has at least one product with a price; and — if the experience requires your approval — that you are using Stripe.
Anything else, contact support.