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.

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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

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

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 [email protected]