Summary: When a payment link — for example, one sent over by a restaurant or external vendor — is pasted into the Guest Notes field on a request, it shows up as plain text rather than a tappable/clickable link. This is expected behaviour: Guest Notes is a free-text field and does not automatically convert URLs into clickable links.
Permissions Required: Any user who can add notes or comments to a request (e.g. Converser, Location Admin, Brand Admin).
Steps to follow
Confirm where the link was added. Open the request and check which field the link was pasted into. Guest Notes from Guest's Digital Itinerary (AXP users see it as 'Guest details' from the Requests > Request tab) is a free-text field — whatever is typed or pasted there is shown to the guest exactly as entered.
Why it isn't clickable. Guest Notes does not scan its content for URLs and turn them into links. This applies no matter where the link came from (typed manually, copied from an email, or forwarded from a vendor like a restaurant).
Use the full URL as a workaround. Paste the complete link (starting with
https://) rather than a shortened or partial version. Advise guests to tap-and-hold or long-press the text on mobile to copy it, or select and copy it on desktop, even though it isn't a clickable button.Warn the guest that a copy-paste step may be needed. If you're messaging the guest directly, a short note such as "Please copy and paste this link into your browser" helps set expectations.
Submit product feedback if this is a recurring issue. If your team regularly needs to share clickable payment or vendor links with guests, submit this as product feedback so it can be considered for a future enhancement.
Common Questions
Q: Why does the payment link show as plain text instead of a clickable button?
A: The Guest Notes field is a free-text field. It displays whatever is typed or pasted into it exactly as entered — it does not detect URLs and automatically turn them into clickable links.
Q: The link came from a restaurant or vendor, not from us — does that change anything?
A: No. It doesn't matter where the link originated. Any URL placed in Guest Notes will display as plain text, whether it was typed by staff, copied from an email, or forwarded from an external vendor.
Q: Is there another field I can use so the link is clickable?
A: Not currently. There isn't a dedicated field available to staff for adding a link that will render as clickable to the guest. Clickable links that do appear elsewhere in the system are populated automatically by integrations, not manually by staff.
Q: Can guests still use the link if it isn't clickable?
A: Yes. Guests can select and copy the full URL text and paste it into their browser. Pasting the complete https:// link (rather than a shortened one) makes this easier.
Q: Will this be fixed so links are clickable in future?
A: This is a known limitation, not a bug. If clickable links in Guest Notes are important for your property, please submit it as product feedback so it can be considered for a future update.