Troubleshooting: Client cannot pay for a service with a purchase option

Problem

A client books a service with an applicable purchase option but is prompted to pay for the visit or the transaction is marked as unpaid on the client’s profile.

Review the table below to determine the cause of the issue you’re facing and learn how to implement the corresponding solution.

If you are having issues with paying for an event, see Troubleshooting: Purchase Option not accepted as payment for an Event.

Solution

Issue Resolution
An inactive purchase option is used to pay for the visit.Check whether the purchase option is active from the Status column on the Passes & Memberships page of a client’s profile. If the purchase option is inactive, the client must repurchase the purchase option and use it to pay for the service.
The purchase option has not been activated or has expired during the visit.Check the starting date and expiration date of the purchase option on the client’s profile Overview page.

If the starting date is not listed, this means the purchase option will be activated on the purchase date or during the first visit. If the starting date is set after the date of the visit, the purchase option will remain inactive until the starting date. To resolve this issue, you can prorate the purchase option by selecting an earlier date from the calendar. For more information, see Prorating membership payment.

If the purchase option has expired during the visit, the client must repurchase the purchase option and use it to pay for the service.

The purchase option does not have the same purchase option service category as the service.The purchase option is assigned a different service category than the service the client wants to purchase. Check the purchase option service category to make sure it matches the type of service.

A Purchase Option must be assigned to the same service category as the service the client wants to purchase. Check the purchase option service category of the purchase option. If the wrong category is assigned, the purchase option cannot be used to pay for the service. The client must purchase a different purchase option that has a matching service category with the service.

For more information, Customizing an individual purchase option.

The purchase option must be included in the services that clients want to purchaseWhen setting up a service, the purchase option must be included under the field Clients can use these purchase options for that service.

To learn more about setting up a class, see Class Type general information settings.

To learn more about setting up an event, see Event general information settings.

To learn more about setting up an appointment, see Appointment type general information settings.

The purchase option must have available visits to be used to pay for a service.The purchase option must have available visits to be used to pay for a service. Check the number of visits remaining on the client’s profile Overview page. If an infinity symbol is displayed, this means that the purchase option can be used an unlimited number of times during the valid period of the purchase option

If there are no visits remaining, your client must repurchase the purchase option and use it to pay for the service.

If necessary, you can also change the number of visits or attendance restrictions included in the purchase option by customizing the purchase option. It is important to note that any changes you make to the purchase option will apply permanently moving forward until you decided to modify the purchase option again.

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