Overview
1. What is Deposit Management?
UpMarket's Deposit Management allows hosts to collect a security deposit during the Online Check-in process to protect the property against damages or additional charges.
The deposit is collected as part of the Online Check-in flow. There is no separate payment link exclusively for the deposit.
Guest journey:
Personal information
Contract signature (if enabled)
Deposit payment or authorization
Online Check-in completed
2. Connect your Stripe account
Before creating any deposit rules, you must connect a payment provider.
Currently, UpMarket supports Stripe for guest payments and deposits.
How to connect Stripe
From the left-side menu go to → Account Settings → Enable Guest Payments
Click Connect on the Stripe card.
Select your business country and click Connect to Stripe.
Complete the Stripe onboarding process.
Once approved, your Stripe account will become available when creating Security Deposit rules.
Can I connect multiple Stripe accounts?
Yes.
A single UpMarket account can have multiple Stripe integrations connected.
This allows you to:
use different Stripe accounts for different property owners;
separate payments between different companies;
assign different Stripe accounts to different properties.
Each Security Deposit rule can use a different Provider.
3. Creating a Deposit Configuration
Once Stripe has been connected, go to:
Left-side menu → Online Check-in → Deposit Configurations
Click Add your deposit configuration or Create your first deposit rule
Configure your deposit rule
When creating a new Security Deposit Configuration you can define:
Deposit name
Collection Method
Currency
Deposit Amount
Auto-release (days)
Grace period (hours)
Provider
Properties
Excluded portals
Auto-release (days)
Defines how many days after the guest's check-out the security deposit will be automatically released.
The countdown starts from the reservation's check-out date.
Examples:
0 days → The deposit is released on the check-out date.
3 days → The deposit is automatically released three days after check-out.
7 days → The deposit remains active for seven days after check-out before being released automatically.
This gives hosts additional time to inspect the property and report any damages before the deposit is released.
Grace period (hours)
Defines an additional waiting period before the automatic release is processed.
This extra time helps prevent accidental releases by allowing hosts to complete property inspections or report damages shortly after the scheduled release time.
Example:
Auto-release: 3 days
Grace period: 24 hours
The deposit will be released approximately 4 days after check-out.
Excluded portals
You can exclude specific booking channels from using a Security Deposit Configuration.
Example:
If Airbnb reservations should not pay a security deposit, simply select Airbnb under Excluded portals.
Different rules for different properties
You can create as many Security Deposit Configurations as needed.
Example:
Property A → €300 → Auth hold
Property B → €500 → Charge at check in
Property C → €550 → Card on file
Each configuration can have:
a different deposit amount;
a different Collection Method;
a different Stripe Provider;
different assigned Properties.
4. Collection Methods
UpMarket currently supports three different Collection Methods.
Charge at check-in
With this Collection Method, the full deposit amount is charged during Online Check-in.
The funds remain available until the configured release date.
If no deductions are required, the amount is refunded according to the configured policy.
This is the most secure option for hosts.
Card on file (token)
The guest's payment card is securely stored.
No authorization, hold or charge is performed.
If damages or additional charges need to be collected after the stay, the stored card can be charged manually.
If no charge is required, the card token simply expires.
Best suited for hosts who only charge guests when necessary.
Auth hold
When the guest enters their payment information during Online Check-in, Stripe sends an authorization request to the guest's bank.
Example:
e.g., a €300 hold is placed on the guest's card.
Important:
This is not a charge.
The guest keeps the funds.
The bank simply places a temporary authorization hold on the available balance.
How authorization renewal works (Auth hold)
Bank authorizations have a limited validity period (typically up to 7 days).
If the reservation lasts longer than the authorization period, UpMarket automatically attempts to renew the authorization before it expires.
The renewal process works as follows:
The previous authorization is released.
A new authorization request is sent.
Only one active authorization remains on the guest's card.
This means:
✔ No duplicate charge is created.
✔ The guest is never charged twice.
✔ Only the latest authorization remains active.
Authorization holds will show up differently on the guest's bank, depending on the bank. This means that the guest may see the hold as a charge, and when it gets released, they may see it either as a refund, or a hold release.
Failed authorization renewal
If the bank declines the new authorization, UpMarket automatically sends an email notification to the host.
Typical email subjects include:
Could not renew the security deposit hold
No se pudo renovar la retención del depósito
Common reasons include:
insufficient available credit;
expired card;
authorization declined by the issuing bank;
bank security restrictions.
In these situations, the system can no longer guarantee an active authorization until the end of the stay.
Recommended action
We recommend contacting the guest before check-out and requesting a new authorization.
5. Waive a Security Deposit
If you decide not to collect the security deposit for a specific reservation, you can manually waive it.
To waive a deposit:
Left-side menu → Online Check-in → Deposit management
Locate the reservation.
Click the three-dot menu (...).
Select Waive.
When a deposit is waived:
The guest is no longer required to complete the security deposit.
No authorization or payment is requested.
The reservation is marked as Waived in Deposit Management.
This action only affects the selected reservation and does not modify your Security Deposit Configuration.
When should I use Waive?
Waiving a security deposit may be useful when:
you want to exempt a specific guest from paying the deposit;
the guest has already provided an alternative guarantee;
you decide not to collect a deposit for a particular reservation.
The waiver only applies to the selected reservation. Future reservations will continue following the configured Security Deposit rule.
6. Managing Security Deposits
Go to:
Left-side menu → Online Check-in → Deposit management
This page displays every processed security deposit.
Available information includes:
Reservation
Collection method
Status
Amount
Outstanding Amount
Expires At
Created At
7 - Viewing a Security Deposit
Opening a Security Deposit provides detailed information including:
Coverage
Reservation
History
Transactions
Outstanding Amount
Expiration date
8. Reviewing transactions in Stripe
For payment methods that generate a Stripe transaction (Auth hold and Charge at check-in), UpMarket provides the Stripe Payment Intent ID, allowing you to review the transaction directly in your Stripe Dashboard.
This is useful when:
a guest requests proof of a refund;
you need to verify whether a payment is still active;
you want to review the payment history;
you need to check the card details used for the transaction;
you need the transaction reference to share with the guest.
Note:
Card on file does not create a payment transaction. Since no authorization or charge is processed, there is no Payment Intent ID available.
How to locate the Payment Intent ID
From the left-side menu, go to:
Menu → Online Check-in → Deposit management
Locate the reservation and click the three-dot menu (...).
Select Show.
Open the Transactions section.
Expand the desired transaction by clicking Attempt.
The Provider Intent ID will be displayed.
This value usually starts with pi_.
Example: pi_3Qxxxxxxxxxxxxxxxx
Viewing the transaction in Stripe
Copy the Provider Intent ID.
Open your Stripe Dashboard and search for this ID.
The payment was processed using your Stripe account, you will be able to access the complete transaction history:
What information is available in Stripe?
Stripe provides detailed information about the payment, including:
current payment status;
authorization or capture history;
refund history;
refund processing status;
estimated refund timeline;
the last four digits of the payment card;
card brand;
payment timestamps;
complete event history for the transaction.
Refund confirmations
When a refund has already been processed, Stripe will display:
the refund status;
the refund date;
the refunded amount.
In most cases, Stripe also informs that refunds typically take up to 10 business days to appear on the guest's statement, although the exact timeframe depends on the guest's bank.
Sharing information with guests
If a guest contacts you regarding a payment or refund, reviewing the transaction in Stripe will usually provide all the information needed without contacting UpMarket Support.
Depending on the transaction, Stripe may also display an Acquirer Reference Number (ARN) or another bank reference that can be shared with the guest. This reference can help the guest's bank locate the refund more quickly if it has already been processed.
9. Available actions
The available actions depend on the selected Collection Method.
Card on file
Available actions include:
Charge
Cancel card on file
Selecting Charge allows you to specify exactly how much you would like to charge.
Auth hold
Available actions include:
Place hold
Confirm no damage
Re-enable auto release
If only part of the deposit needs to be captured, UpMarket allows you to specify the exact amount.
Example:
Original authorization:
€200
Captured amount:
€150
The remaining €50 is automatically released.
Charge at check-in
Since the guest has already paid the deposit, the Security Deposit page displays the complete payment history.
10. Transaction Statuses
Failed -The authorization or payment failed because it was declined by the bank.
Uncaptured - The authorization was approved. The funds are reserved but have not been captured.
Paid - The payment was successfully completed.
Refunded - The deposit has been refunded to the guest.
Card saved - The payment card has been securely stored. No authorization or charge has been made.
Waived - The security deposit requirement was manually waived.
Expired - The authorization expired before being used.
Canceled - The authorization was canceled.
Incomplete - The guest did not complete the payment process. No authorization or payment was created.