--- title: Investigate an Unrecognized Client Charge description: client charge --- [Skip to content](https://support.hapana.com/kb/article/404#main-content) English Show submenu for translations [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png)](https://info.hapana.com/en?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) Hapana Help | Find answers here - There are no suggestions because the search field is empty. 1. [Hapana Knowledge Base](https://support.hapana.com/?hsLang=en) 2. [Member Management](https://support.hapana.com/member-management?hsLang=en) 3. [Client Accounts](https://support.hapana.com/member-management?hsLang=en#client-accounts) # Investigate an Unrecognized Client Charge ## Overview When a client reports a charge they don’t recognize, it’s important to confirm whether the transaction was valid and where it occurred. This guide helps you trace the origin of a charge using Core and payment gateway tools, and outlines steps for resolution. --- ## Prerequisites - Admin access to the client’s **Core profile** - Client-provided charge details (date, amount, payment method) - Access to your payment gateway account (e.g., Stripe, Ezypay) --- ### Step 1: Check the Client’s Payment History 1. Go to the client’s profile in **Core** 2. Navigate to the **Payments** tab 3. Look for a transaction that matches the **charge date and amount** ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759441528573_d3f8a596_image-20250528171843-1-1.png?width=1480&height=657&name=1759441528573_d3f8a596_image-20250528171843-1-1.png) > Tip: If you don’t find a matching entry, continue to the next step to check for other possible accounts. --- ### Step 2: Check for a Duplicate Client Account 1. Use the **search function** in Core to look up: - Email address - Phone number - Full name or name variants 2. Review any similar accounts to see if the charge appears under another profile > Tip: It’s not uncommon for clients to create multiple accounts by mistake, especially with different email addresses. --- ### Step 3: Investigate Session-Related Charges If the charge appears to be tied to a **drop-in**, **membership visit**, or **single payment**: 1. Ask the client if they attended a session or if someone else might have used their membership 2. If the client confirms they did **not attend**, and there’s a chance the membership was used by another person, proceed to the next step > Tip: For cases involving suspected misuse, support may be able to assist further. --- ### Step 4: Check the Payment Gateway 1. Log into your **payment gateway dashboard** 2. Search for the transaction using the client’s: - Name - Email - Card details (e.g., last 4 digits) 3. Check whether the transaction was processed under your studio or another Hapana location > Tip: Clients may make purchases across studios; confirming the studio is key to resolving these inquiries. --- ### Step 5: Escalate to Support if Necessary If you're still unable to identify the charge: 1. Collect the client’s supporting information: - Receipt or bank record - Date and amount of charge - Card details (last 4 digits) 2. Contact [**support@hapana.com**](mailto:support@hapana.com) for further assistance 3. Provide all relevant screenshots or search results to help expedite the investigation --- ## Expected Outcome By following these steps, you’ll be able to determine whether the charge is valid and belongs to: - The correct client account - Another client account - Another Hapana studio If the charge is confirmed to be duplicate or erroneous, you can issue a refund via Core or coordinate with the payment gateway. --- ## FAQs **Q: What if the charge isn’t in Core but the client has proof of it?** A: It may belong to a duplicate account or another studio. Check both the gateway and client profiles thoroughly. **Q: What if the client claims they didn’t use the membership that day?** A: Ask if someone else may have used their account. If not, reach out to support to investigate further. **Q: Can I refund a transaction that doesn’t appear in Core?** A: No. If it was processed by another location or doesn't show in Core, the payment gateway must assist in issuing a refund. --- **Need help?** Reach out to our support team via [support@hapana.com](mailto:support@hapana.com) - [Member Management](https://support.hapana.com/member-management?hsLang=en#main-content) - [Account Settings](https://support.hapana.com/member-management?hsLang=en#account-settings) - [Client Accounts](https://support.hapana.com/member-management?hsLang=en#client-accounts) - [Edit Profile](https://support.hapana.com/member-management?hsLang=en#edit-profile) - [Retail Configurations](https://support.hapana.com/member-management?hsLang=en#retail-configurations) - [Other](https://support.hapana.com/member-management?hsLang=en#other) - [Schedule](https://support.hapana.com/member-management?hsLang=en#schedule) - [Client Page](https://support.hapana.com/member-management?hsLang=en#client-page) - [General](https://support.hapana.com/member-management?hsLang=en#general) - [Reporting](https://support.hapana.com/member-management?hsLang=en#reporting) - [Retail Dashboard](https://support.hapana.com/member-management?hsLang=en#retail-dashboard) - [Team Settings](https://support.hapana.com/member-management?hsLang=en#team-settings) - [Hapana Member Access Control (MAC) Doors](https://support.hapana.com/member-management?hsLang=en#hapana-member-access-control-mac-doors) - [Cash Drawer](https://support.hapana.com/member-management?hsLang=en#cash-drawer) - [Marketing Solutions](https://support.hapana.com/marketing-solutions?hsLang=en#main-content) - [App](https://support.hapana.com/marketing-solutions?hsLang=en#app) - [Contacts](https://support.hapana.com/marketing-solutions?hsLang=en#contacts) - [Marketing](https://support.hapana.com/marketing-solutions?hsLang=en#marketing) - [Conversations](https://support.hapana.com/marketing-solutions?hsLang=en#conversations) - [Settings](https://support.hapana.com/marketing-solutions?hsLang=en#settings) - [Automations](https://support.hapana.com/marketing-solutions?hsLang=en#automations) - [Branded Solutions](https://support.hapana.com/branded-solutions?hsLang=en#main-content) - [Branded App](https://support.hapana.com/branded-solutions?hsLang=en#branded-app) - [Branded Kiosk](https://support.hapana.com/branded-solutions?hsLang=en#branded-kiosk) - [Hapana Hub](https://support.hapana.com/hapana-hub?hsLang=en) - [Website Embed Widgets](https://support.hapana.com/website-embed-widgets?hsLang=en) - [About us](https://hapana.com/about-us/) - [Careers](https://hapana.com/careers/) - [Contact us](https://hapana.com/contact-us/) - [Privacy policy](https://hapana.com/privacy-policy/) - [Terms & conditions](https://hapana.com/terms-and-conditions/) [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png "email-logo.png")](http://hapana.com?hsLang=en) Copyright © 2025, Hapana