Reconciling unpaid visits

If a client has unpaid visits on their account, you can reconcile them using an accepted payment method or a Purchase Option applicable to the service. You can reconcile unpaid visits from the store, the schedule, the attendance list, or the client’s profile.

Alternatively, you can reconcile an unpaid visit from the Elevate Staff App or reconcile appointment or event visits in which the deposits have already been paid for.

When reconciling an unpaid visit, keep the following information in mind:

• If a client with multiple active Purchase Options wants to pay for an unpaid visit, the Purchase Option with a higher priority level will be used to pay for the service by default. If multiple Purchase Options have the same priority level, the Purchase Option with the earliest expiration date will be used to pay for the service first.
• Session passes can be configured to automatically pay for any previous unpaid visits upon auto-renew. If all the remaining visits on an auto-renewing session pass are used to reconcile unpaid visits, the session pass will auto-renew. For more information, see Session pass general information settings.
• A membership can’t be used to reconcile a visit that occurred before the membership’s activation date. If a client wants to reconcile an unpaid visit using a membership that was purchased after the visit, they can only do so after you’ve modified the start date of the membership so that it activates before the unpaid visit. It’s important to note that changing the start date of membership changes the billing date and may incur additional charges. For more information, see Changing a membership’s billing date.
• If a client purchases drop-in visits, they can’t apply those purchases to reconcile other unpaid visits. This is because each drop-in purchase is tied to a specific client. To resolve this issue, you must refund their purchase and the client must buy another applicable Purchase Option. For more information, see FAQ: Why can’t I apply drop-in purchases to unpaid visits?
• When a client books a recurring service with no end date, the system automatically books the service for six months at once, then rebooks the service monthly. If the service is marked as Not Paid under Paid With on the client’s Upcoming Schedule page, the system won’t automatically apply the client’s owned Purchase Option to future bookings of the service. However, if you want the system to automatically use a client’s applicable Purchase Option for these recurring services, select Pay for future unpaid bookings. When the system automatically books each subsequent month of the recurring service, any applicable Purchase Option owned by the client will be automatically applied.

In this article:

To reconcile unpaid visits from the store:

1. Buy a Purchase Option from the online store.
2. After completing the purchase, click Reconcile Unpaid Visits. A list of unpaid visits is displayed.
3. In the list, select the checkbox next to each visit you want to reconcile.
4. At the bottom of the page, click Reconcile Unpaid Visits.
   • If you use a session pass to reconcile a visit that occurred prior to the session pass’s start date, the start date will change to the date on which the reconciled visit occurred.
   • You cannot use a membership to reconcile a visit that occurred prior to the membership’s activation date.

To reconcile an unpaid appointment from the schedule:

1. Click the App Drawer button .
2. In the App Drawer, click View All.
3. In the list, click Schedule. You can filter the list by entering Schedule into the Search field.
4. On the Schedule page, click the desired appointment.
5. In the Paid with column, click the Edit button  to choose an owned Purchase Option or buy a new Purchase Option to pay for the appointment.
   • To reconcile the appointment with an owned Purchase Option:
     1. Click the Choose a purchase option: list and select the desired Purchase Option.
     2. Click the Apply button .
   • If the appointment is recurring and you wish to reconcile all upcoming unpaid bookings:
     1. Under Choose a purchase option:, select Pay now.
     2. Click the Apply button .
     3. In the confirmation popup, click OK.
     4. Under How would you like to pay for this visit?, select the desired Purchase Option.
     5. Set the Reconcile other unpaid visit(s) using this Purchase Option? option to ON.
     6. Click Confirm. All future unpaid bookings will be paid using the client’s first applicable Purchase Option.
   • To sell a new Purchase Option to the client:
     1. Click Go to online store to Sell New Item and purchase the desired Purchase Option. For more information, see Making a sale.

To reconcile an unpaid class or event from the attendance list:

1. Click the App Drawer button .
2. In the App Drawer, click View All.
3. In the list, click Schedule. You can filter the list by entering Schedule into the Search field.
4. Click the class or event you want to reconcile.
5. Click Attendance list.
6. Look for the client who has not paid and click the Pay Now button .
7. Complete the payment in the store.

To reconcile unpaid visits from a client’s profile:

1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
2. In the list of clients displayed, click the client’s name.
3. On the side menu, click Attendance.
4. Click Upcoming Schedule or Attendance History depending on whether the service has already occurred.
5. Search for the unpaid visit. In the Paid With column, click the Edit button .
6. Select a payment option from the list:
   • To pay with a Purchase Option that the client owns:
     1. Select an existing applicable pass or membership.
     2. Click the Apply button .
   • If the appointment is recurring and you wish to reconcile all upcoming unpaid bookings:
     1. Select Pay Now.
     2. Click the Apply button .
     3. In the confirmation popup, click OK.
     4. Under How would you like to pay for this visit?, select the desired Purchase Option.
     5. Set the Reconcile other unpaid visit(s) using this Purchase Option? option to ON.
     6. Click Confirm. All future unpaid bookings will be paid using the client’s first applicable Purchase Option.
   • To pay by purchasing a new Purchase Option from the store:
     1. Select Pay Now.
     2. Click the Apply button .
     3. In the confirmation popup, click OK.
        • If the client has no applicable Purchase Option, you’ll be redirected to the online store to complete the sale. For more information, see Making a sale.
        • If the client has an applicable Purchase Option that can be used for this visit, a popup will appear. Under How would you like to pay for this visit, select a Purchase Option the client owns or click Go to online store to Sell New Item. If the visit you are reconciling is part of a recurring booking and you want to pay for all outstanding unpaid visits, set the Reconcile other unpaid visit(s) using this Purchase Option? option to ON. Click Confirm.