A subscription has been set however it hasn't started
A subscription has been set however it hasn't started
You may have an appointment that ran today however the subscription doesn't start until he 1st of the month. Take a look at the client overview under billing for the start date. If this is the case you should:
Cancel the subscription - select Immediately / do not cancel appointments
Create a new subscription using proration
The subscription is paused
The subscription is paused
Take a look at the client overview under billing to see if paused and resume, the appointment will auto-retry and charge if you do not check to "Do not collect on outstanding payments.
The appointment attendee is set to someone other than a package or subscription has been sold to. Possibly the wrong family member.
The appointment attendee is set to someone other than a package or subscription has been sold to. Possibly the wrong family member.
Ex: The subscription or package was setup under the Eric- the Family Contact but Mica- student family member was added as an attendee to the appointment. Make sure the appointment is set to the correct attendee not just the appointment title (what shows on the calendar)
To fix you will need to either change the appointment attendee or move the package or subscription to the attendee in the appointment.
Package Billing simply click the "ACTIONS" drop down and "Transfer Package"
If auto collection has stopped on the appointment, you may need to manually debit the package balance
Subscription Billing
Cancel the subscription - select Immediately / do not cancel appointments
Create a new subscription using proration
Make sure you didn't sell your client a one-time payment instead of a subscription or package
Make sure you didn't sell your client a one-time payment instead of a subscription or package
To fix Start with Step 2 of Sell a Package - since you already have been paid make sure to just credit the starting package balance, so the won't pay yu twice, once for the one-time payment and once for this package. If you select auto-repurchase once those stating credits are used it will then charge them as normal for a new package
If an appointment is set to accept a prepaid package and the package has a 0 balance
If an appointment is set to accept a prepaid package and the package has a 0 balance
You may have sold them a package but they haven't paid for it yet
You can go under Reporting->Unpaid & Upcoming, expand the package payment request and Send a reminder, Mark as paid outside of Fons or Charge it
Failed Charges, decline codes - Invalid Account, Insufficient Funds
Failed Charges, decline codes - Invalid Account, Insufficient Funds
Sometimes charges fail, you can retry the charge or wait for the system to automatically retry them. Note: the client will receive a message letting them know the payment has failed and a link to update the payment method.
Failure meanings
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