Troubleshooting: Payment requested when client has Purchase Option

Problem

A client is prompted to pay for a visit when booking a service for which they have an applicable Purchase Option. Alternatively, a visit to a service for which a client has an applicable Purchase Option is marked as unpaid on their client profile.

If an Event is causing the conflict, see Troubleshooting: Purchase Option not accepted as payment for an Event.

Solution

  • An inactive Purchase Option cannot be used to pay for services. Check whether the Purchase Option is active from the 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 Account.
    4. On the Account menu, click Passes & Memberships.
    5. If you cannot find the Purchase Option that you are looking for, click the Advanced Filter button at the top of the page, select Status, and select the All checkbox. If the Purchase Option is inactive or unlisted, it must be re-purchased for the client to use it without being prompted for payment.
  • A Purchase Option must be active when a visit occurs to be used to pay for a service. Check the starting date of the Purchase Option:
    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. On the Attendance menu, click Attendance History.
    5. Under the DATE column, check the date of the unpaid visit.
    6. On the side menu, click Account.
    7. On the Account menu, click Passes & Memberships.
    8. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
    9. Under the Action column of the Purchase Option, click the Action button An image of the more button which is three gray dots stacked vertically. and select Edit Purchase Option.
    10. In General Information, under Auto-payments every, check the Starting on date. If there is no date listed, then the Purchase Option was activated on the purchase date or first visit. If the Starting on date is in the future, the Purchase Option has not yet been activated. If the Starting on date is after the date of the visit, the Purchase Option is not applicable to that visit. You can resolve this issue by changing the start date or prorating the Purchase Option by selecting an earlier date from the calendar and clicking SAVE FOR [CLIENT NAME]. For more information, see Prorating membership payment.
  • 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:
    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 Account.
    4. On the Account menu, click Passes & Memberships.
    5. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
    6. To the right of the Purchase Option, click the Action button An image of the more button which is three gray dots stacked vertically..
    7. Click Edit Purchase Option.
    8. Under Purchase Option Service Category, check which category is selected. If the wrong category is selected, this Purchase Option cannot be used to pay for the desired service. A different Purchase Option must be purchased.
  • A Purchase Option must cover the service that the client wants to purchase. Check whether the Purchase Option offers access to the service:
    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 Account.
    4. On the Account menu, click Passes & Memberships.
    5. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
    6. Under the Action column of the Purchase Option, click the Action button An image of the more button which is three gray dots stacked vertically., and select Edit Purchase Option.
    7. Under Purchase Option Service Category, check that the correct service type is chosen. If the wrong service type is selected, a new Purchase Option with the correct Purchase Option Service Category must be created and sold to the client.
    8. Under Access to, check which services are selected. If the desired service is not selected, you can add the service to the Purchase Option by selecting the service and clicking SAVE FOR [CLIENT NAME] in the bottom right. This will only modify the individual client’s Purchase Option. Other clients will not be affected by this change.
  • A Purchase Option must have available visits to be used to pay for a service. Check the number of visits remaining on the Purchase Option:
    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.
      • For session passes:
        1. On the side menu, click Account.
        2. On the Account menu, click Passes & Memberships.
        3. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
        4. Under the Action column of the Purchase Option, click the Action button An image of the more button which is three gray dots stacked vertically., and select Edit Purchase Option.
        5. In General Information, under Visit Restrictions, check the Remaining number. If there are no visits remaining, you can add a visit by entering a number into the Remaining box and clicking SAVE FOR [CLIENT NAME].
      • For memberships:
        1. On the Overview page, under Purchase Options, find the Purchase Option you want to check. The remaining number of visits for the current time period are listed under REMAINING. An infinity symbol is displayed if the Purchase Option can be used an unlimited number of times during the current time period.
        2. If desired, you can change the number of visits included with the membership. These changes will apply to the membership permanently. If the membership is renewed, the number of visits that you choose will always be associated with the membership until you manually modify the membership again.
          1. If you want to change the number of visits included with the membership, on the side menu, click Account.
          2. On the Account menu, click Passes & Memberships.
          3. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
          4. Under the Action column of the Purchase Option, click the Action button An image of the more button which is three gray dots stacked vertically., and select Edit Purchase Option.
          5. In Advanced Settings, under Membership Attendance Restrictions, adjust the settings under PERIOD and MAX SESSIONS as desired.
          6. Click SAVE FOR [CLIENT NAME].
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