📝 Overview

This guide provides a complete reference for every payment status you may see in your dashboard. Each status tells you where a payment is in the process, whether any action is needed from you, and where to find it.

Use this guide as a quick reference when you need to understand what a payment status means or when you are unsure which section of your dashboard to check.

📊 Payment Statuses at a Glance

The table below summarizes every payment status, what it means, where to find it in your dashboard, and whether any action is required from you.

Click the arrow to view the full status reference table

Status	What It Means	Where to Find	Action Needed?
Paid	The payment has been successfully confirmed, either automatically by the payment processor (Stripe, GoCardless) or manually by the business (for offline payments).	Billing/Revenue ➜ Reports Reports ➜ Invoices	No
Pending	The payment has been initiated by the payment processor but has not yet been confirmed. This is common with GoCardless payments, which may take several business days to clear.	Billing/Revenue ➜ Pending	No - the payment processor will confirm or fail it automatically.
Pending Offline	An offline payment (such as cash or bank transfer) is awaiting manual confirmation from the business.	To-Dos ➜ Offline Payments	Yes - you need to confirm, void, or otherwise action the payment manually.
Open / Retrying	A payment failed and the system is automatically attempting to collect it again. This applies to Stripe recurring membership payments only.	To-Dos ➜ Open Invoices	Not immediately - the system is retrying automatically. Take action if it has been retrying for an extended period.
Failed	All automatic retry attempts have been exhausted (for Stripe), or the payment method does not support automatic retries (GoCardless, non-recurring payments). The payment needs to be resolved manually.	To-Dos ➜ Failed Payments, Billing/Revenue ➜ Failed	Yes — you need to retry, void, change payment method, or cancel the membership.
Voided	The payment has been skipped and can no longer be paid. This typically happens when a business chooses to void a failed or retrying payment.	Billing/Revenue ➜ Reports, Reports ➜ Invoices	No
Max Retries	The payment has reached the maximum number of retry attempts you have configured. The customer's membership has become unusable. This label appears on the payment within the customer's membership detail page.	Customer profile ➜ Memberships tab ➜ click membership name	Yes — click "Resolve" next to the payment to retry, void, or change the payment method.
No Method	The customer's membership does not have a payment method associated with it. The system is sending the customer daily reminders to add a payment method.	Billing/Revenue ➜ Upcoming Billing (use the "No Method" filter)	Not immediately — the system is sending reminders. You may want to follow up with the customer directly.

🔄 How a Payment Moves Through Statuses

Understanding the typical path a payment follows can help you identify where a payment is in the process and what to expect next.

Click the arrow to learn about the payment lifecycle

Stripe recurring membership payments

When a recurring membership payment is processed through Stripe, the typical path is: Payment initiated ➜ Paid (if successful)

If the payment fails: Payment initiated ➜ Open / Retrying (system retries automatically) ➜ Paid (if a retry succeeds) or Failed (if all retries are exhausted)

💡 For more detail on how the retry process works and how to resolve retrying payments, see the guide here.

GoCardless payments

GoCardless payments follow a different path because they are not automatically retried:

Payment initiated ➜ Pending (awaiting bank confirmation) ➜ Paid (if successful) or Failed (if the bank declines)

If a GoCardless payment fails, you will need to retry it manually from To-Dos ➜ Failed Payments.

💡 For more detail on resolving failed GoCardless payments, see the guide here.

Non-recurring payments (single purchases)

Non-recurring payments, such as single class purchases, day passes, and pack purchases, do not enter a retry cycle. If the payment fails at checkout, the purchase is not completed:

Payment initiated at checkout ➜ Paid (if successful) or Failed (if unsuccessful - no retry)

Offline payments

Offline payments (such as cash or bank transfer) follow a manual confirmation path:

Payment recorded ➜ Pending Offline (awaiting your confirmation) ➜ Paid (once you confirm it)

📍 Where To Find Payments in Your Dashboard

Depending on a payment's status, it will appear in different areas of your dashboard. This section provides a quick reference for where to look.

Click the arrow to view dashboard locations

To-Dos ➜ Open Invoices — Payments that are currently being retried by the system (Stripe recurring membership payments).

To-Dos ➜ Failed Payments — Payments that have failed and need to be resolved manually.

To-Dos ➜ Offline Payments — Offline payments awaiting manual confirmation.

Billing/Revenue ➜ Pending — Payments that have been initiated but not yet confirmed by the payment processor.

Billing/Revenue ➜ Reports — Confirmed payments (Paid) and voided payments.

Billing/Revenue ➜ Upcoming Billing — Scheduled future payments. Use the "Retrying" filter to see payments currently in retry, and the "No Method" indicator to spot customers missing payment details.

Reports ➜ Invoices — A complete list of all invoices with their current status (Paid, Pending, Pending Offline, Failed, or Open).

💡 Your Dashboard also displays a To-Dos widget showing the number of items needing your attention, including failed payments, open invoices, and pending offline payments. Checking this regularly helps you catch payment issues early.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.