--- title: How to Put Client Credits on Hold for Failed or Processing Payments description: Put client credits on hold for failed or processing payments Hapana --- [Skip to content](https://support.hapana.com/kb/article/714#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. [Account Settings](https://support.hapana.com/member-management?hsLang=en#account-settings) # How to Put Client Credits on Hold for Failed or Processing Payments ## Overview You can automatically **pause a client’s booking access** if they have a failed or processing payment. This helps prevent clients with unresolved billing issues from continuing to book classes while payments are pending or unsuccessful.   🎥 **Watch the walkthrough**: [Click here to watch on Loom](https://www.loom.com/share/85bf04756ef341888ad2075221995a06) Or preview it below:   ## Prerequisites Before you begin: - You must have **admin access** to your **Account Settings** - Your studio must be using an **integrated payment gateway** - Clients must be assigned credit-based services (e.g. packs or memberships) --- ## Step-by-step instructions --- ### Step 1: Open your account configuration settings 1. Click your **Location Name** in the top menu 2. Go to **Account Settings \> Configurations** 3. Scroll down to the section titled: - **Credits on hold if a client has a processing payment** - **Credits on hold if a client has a failed payment** ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444754944_b527a6ad_image-20250527160453-97-1.png?width=2048&height=1273&name=1759444754944_b527a6ad_image-20250527160453-97-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444756547_5b1cf3f8_image-20250527160504-98-1.png?width=2048&height=1273&name=1759444756547_5b1cf3f8_image-20250527160504-98-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444758213_cbbb13f9_image-20250527160513-99-1.png?width=2048&height=1273&name=1759444758213_cbbb13f9_image-20250527160513-99-1.png) --- ### Step 2: Turn on the “credits on hold” settings 1. Click the **information (i) icon** to see what each option does 2. Toggle the switch **on** next to either or both options: - **Processing payment**: Holds credits while a payment is pending - **Failed payment**: Holds credits if a payment has bounced or declined 3. Click **Save** at the bottom ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444759987_7f18aacc_image-20250527160523-100-1.png?width=2048&height=1273&name=1759444759987_7f18aacc_image-20250527160523-100-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759444762047_d24cea84_image-20250527160532-101-1.png?width=2048&height=1273&name=1759444762047_d24cea84_image-20250527160532-101-1.png) > Tip: When enabled, clients will not be able to book into classes until their payment issue is resolved. --- ### Step 3: Understand how it appears in the client profile - If the setting is active, and a client has a failed or processing payment: - A **red message** will appear in their profile - It will say something like “Client's credits are on hold due to failed payment” - They will be **blocked from making new bookings** > ⚠️ Use caution with the “processing payment” option — some gateways take 2–3 days to clear, which may unintentionally block clients who are paying on time. --- ## Expected outcome Clients with failed or processing payments will not be able to book into new sessions until their payment issues are resolved. This helps reduce financial risk and prevents overuse of services without payment. --- ## FAQs **Q: Can I choose only to block for failed payments and not processing ones?** A: Yes — each setting can be toggled on or off individually depending on your policy. **Q: Will clients know why they can’t book?** A: Yes — a red message appears in their profile, and their credits are restricted until payment is resolved. **Q: What happens once the payment clears?** A: Their credits will automatically be released, and they can book again as normal. --- **Still 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