📝 Overview
This guide explains what to do when a customer reports that they have been charged for a purchase but the corresponding product, membership, or class registration is not showing in their profile. While this is uncommon, it can occasionally happen due to a temporary sync issue between your payment processor and your dashboard.
In most cases, this can be resolved quickly by verifying the charge with your payment processor and contacting our support team if needed.
🔍 Step 1: Verify the Charge
The first step is to confirm whether the customer was actually charged. To do this, check the payment status directly with your payment processor.
Click the arrow to view the verification steps
Click the arrow to view the verification steps
If the customer paid via Stripe
1. Log in to your Stripe Dashboard.
2. Click Payments in the left-hand navigation.
3. Search for the payment by customer name, email address, or amount.
4. Check the payment status. If it shows as Succeeded, the customer was charged.
5. Note the Stripe charge ID (starts with "ch_") or payment intent ID (starts with "pi_"), you will need this if you contact our support team.
💡 For a more detailed walkthrough of checking payments in Stripe, see the guide here.
If the customer paid via GoCardless
1. Log in to your GoCardless dashboard.
2. Search for the payment by customer name or email.
3. Check the payment status. If it shows as confirmed or paid, the customer was charged.
4. Note the Payment ID (follows the format PM000123456789) — you will need this if you contact our support team.
👤 Step 2: Check the Customer's Profile
Once you have confirmed the charge, check the customer's profile in your dashboard to see if the product or registration was delivered.
Click the arrow to view the steps
Click the arrow to view the steps
Navigate to Customers ➜ Customer List and search for the customer by name or email. From their profile, check the following:
Memberships tab - Check if the membership is showing as active. If the purchase was for a recurring membership, confirm the membership appears here with the correct start date.
Payments tab - Check if the payment is listed. Look for a confirmed payment matching the date and amount of the charge you found in Stripe or GoCardless.
Registrations - If the purchase was for a class or event, check whether the customer appears on the class attendee list for the relevant session.
✅ Step 3: Take Action Based on What You Find
Based on your findings in Steps 1 and 2, follow the appropriate path below.
Click the arrow to view the recommended actions
Click the arrow to view the recommended actions
The charge exists in Stripe/GoCardless AND the product is showing in the customer's profile
Everything is in order. The customer may not have noticed the product in their profile, or there may have been a brief delay. You can direct the customer to check their account.
The charge exists in Stripe/GoCardless BUT the product is NOT showing in the customer's profile
This indicates a sync issue between your payment processor and your dashboard. Contact our support team through the chat widget on your dashboard and provide the following information:
For Stripe: The Stripe charge ID (starts with "ch_") or payment intent ID (starts with "pi_")
For GoCardless: The GoCardless Payment ID (format PM000123456789)
For both: The customer's name or email address, and what they purchased
The support team can investigate and link the payment to the correct purchase.
💡 A recent system update has introduced automatic reconciliation for this type of scenario, which means it is less likely to occur going forward. If you do encounter it, contacting support is the recommended step.
The charge does NOT exist in Stripe/GoCardless
If no charge appears in your payment processor's dashboard, the customer was not charged. The customer may be seeing a pending hold on their bank statement, which can occur when a payment is attempted but not completed. These holds are typically released by the customer's bank within a few business days.
In this case, the customer would need to go through the checkout process again to complete the purchase.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Why would a customer be charged but not receive their purchase?
Click the arrow to see the answer
Click the arrow to see the answer
This can occasionally happen due to a temporary sync issue between the payment processor and your dashboard. For example, the payment may have been processed successfully by Stripe or GoCardless, but the confirmation was not received by the dashboard in time to deliver the product. This is uncommon, and our support team can resolve it when it occurs.
Can I fix this myself, or do I need to contact support?
Click the arrow to see the answer
Click the arrow to see the answer
If a charge exists in your payment processor but the corresponding product is not showing in the customer's profile, you will need to contact our support team. The team has access to tools that can reconcile the payment and link it to the correct purchase. Provide the charge ID or payment ID when you reach out.
The customer says they were charged but I cannot find a charge in Stripe or GoCardless. What should I do?
Click the arrow to see the answer
Click the arrow to see the answer
If no charge appears in your payment processor's dashboard, the customer was likely not charged. They may be seeing a pending authorization hold on their bank statement.
These holds occur when a payment is attempted but not completed, and are typically released by the customer's bank within a few business days. The customer would need to go through checkout again to complete the purchase.
Should I issue a refund if the customer was charged but did not receive the product?
Click the arrow to see the answer
Click the arrow to see the answer
Before issuing a refund, we recommend contacting our support team first. In most cases, the team can reconcile the payment and deliver the product without the need for a refund and repurchase. If a refund is ultimately needed, see the guide on how to make refunds here.
Will this happen again in the future?
Click the arrow to see the answer
Click the arrow to see the answer
A recent system update has introduced automatic reconciliation to handle scenarios where a payment is processed but not immediately reflected in the dashboard. This means the likelihood of this occurring is reduced going forward. If you do encounter it, our support team can resolve it quickly.