--- title: Investigate Unexpected Charges and Failed Payments description: unexpected charges --- [Skip to content](https://support.hapana.com/kb/article/405#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 Unexpected Charges and Failed Payments ## Overview This guide helps you troubleshoot scenarios where a client was charged more than expected—such as being billed $51 instead of a $29 trial fee. Often, the extra amount relates to **failed payment fees** from the payment gateway. Understanding how to check and explain these fees is essential for maintaining client trust. --- ## Prerequisites - Admin access to **Hapana Core** - Access to your studio’s **payment gateway account** (either Stripe or Ezypay) - A screenshot or reference of the charge from the client - Familiarity with your **failed payment policy** and any associated gateway fees --- ### Step 1 – Check for Failed Payment History in Core 1. Log in to **Hapana Core** 2. Navigate to the **Clients** tab 3. Search for the client by **name**, **email**, or **phone number** 4. Open their profile and go to the **Payments** tab 5. Look for any **failed transactions**, which may not result in a completed invoice ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759441258009_78eee8fe_image-20250529172419-1-1.png?width=1541&height=911&name=1759441258009_78eee8fe_image-20250529172419-1-1.png) > Tip: If no charge is visible, the fee may have been imposed by the payment gateway, not by Core itself. --- ### Step 2 – Check Your Gateway's Failed Payment Fee Policy 1. Locate your studio’s **failed payment fee settings** 2. Click into the Ezypay Payment Gateway image 3. View the amount charged for a failed payment. It will show full breakdown of “Total Amount Charged” **Ezypay Example:** ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759441259867_131ca0fa_image-20250529172545-2-1.png?width=1089&height=152&name=1759441259867_131ca0fa_image-20250529172545-2-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759441260935_7c01e49f_image-20250529172556-3-1.png?width=919&height=368&name=1759441260935_7c01e49f_image-20250529172556-3-1.png) **Stripe Example:** ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759441262014_a6c5099d_image-20250529172613-4-1.png?width=2048&height=302&name=1759441262014_a6c5099d_image-20250529172613-4-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759441263189_3e824e33_image-20250529172625-5-1.png?width=1429&height=486&name=1759441263189_3e824e33_image-20250529172625-5-1.png) > Tip: If your gateway charges a failed payment fee and the client had a payment failure before a successful retry, this may explain the extra charge. --- ## Common Reasons for Failed Payments Even if it looks like a client had sufficient funds, failed payments can still occur due to: 1. **Pending transactions** in the account that hadn’t cleared yet 2. The member exceeded their **daily debit limit** 3. Funds were deposited **after** the scheduled debit attempt 4. A **minimum balance policy** where the account must retain a certain amount after deductions --- ### How to Reduce Failed Payment Risk - Set the billing date **for the day after** the client is paid - Remind clients to have **available funds in advance** of the billing cycle - Ask clients to contact their **bank** if they believe the payment was wrongly rejected > Tip: If none of the common reasons apply, direct the client to their bank’s support team for more clarity. --- ## Expected Outcome You’ll determine whether a failed payment triggered a fee and be able to explain the total charge. This can help resolve client disputes and avoid future billing issues. --- ## FAQs **Q: Why don’t I see the charge in Hapana Core?** A: If the charge was a **gateway-level failed payment fee**, it will not appear as a normal invoice in Core. **Q: Can failed payment fees be waived?** A: This depends on your studio’s policy and the payment gateway’s rules. Some gateways may refund on request, others do not. **Q: What if the charge still doesn’t match anything?** A: Double-check with your payment provider and confirm whether any third-party fees were added. --- **Need help?** Reach out to our support team at [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