📝 Overview
If a customer's membership shows Registrations Blocked, the membership can't be used to make bookings because of the failed payment(s) on it. To remove the block and let your customer use the membership again, you need to resolve every failed payment on the membership.
This guide explains where to find the failed payments, what each Resolve option does, and how to clear the block.
🛠️ Resolve the Failed Payments
You resolve failed payments from the customer's membership page. Go to the customer's profile ➜ Memberships tab ➜ click on the membership ➜ Resolve next to the failed payment.
Each failed payment shows the payment date, the amount and Attempts so far. A payment that has reached your retry limit shows a red max retries label with the message "We are no longer attempting to process this payment automatically each night".
Clicking Resolve gives you the following options:
Change Payment Method – switch the membership to a different saved card, or to an offline payment method such as cash or bank transfer.
Skip/Edit Payment – skip the payment so it's no longer collected, or change its amount or date. Skipped payments for past dates can't be unskipped or retried.
Retry Payment – attempt the payment again using the payment method on the membership. Change the payment method first if the current one is the reason it failed.
⚠️ Repeat this for each failed payment on the membership. Only clearing the most recent payment will not unblock the membership; all payments need to be resolved.
💡 You can also void a failed payment from To-Dos ➜ Failed Payments by clicking Actions ➜ Void. Voiding closes the invoice so it won't be collected, and it can't be undone. For a broader look at what happens when a customer's payment fails, see the guide here.
❓ 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 is the membership still blocked after I resolved a payment?
Click the arrow to see the answer
Click the arrow to see the answer
All failed payments on the membership need to be resolved, not just the most recent one. Check the membership for any remaining failed payments and resolve each of them.
What options do I have when resolving a failed payment?
Click the arrow to see the answer
Click the arrow to see the answer
Clicking Resolve next to the failed payment gives you Change Payment Method, Skip/Edit Payment and Retry Payment.
If you don't want to take the payment at all, you can void it from To-Dos ➜ Failed Payments by clicking Actions ➜ Void.
The customer has paid another way, such as a bank transfer. How do I clear the failed payment?
Click the arrow to see the answer
Click the arrow to see the answer
Click Resolve ➜ Change Payment Method and select an offline payment method, such as cash or bank transfer. The payment then appears under To-Dos ➜ Offline Payments, where you can confirm it as received.
Once it's confirmed, switch the membership's payment method back to the customer's card so future payments are collected online.
Retry Payment doesn't work. What should I do?
Click the arrow to see the answer
Click the arrow to see the answer
If the payment keeps failing on retry, the payment method on the membership is usually the cause. Ask the customer to add their current card to their account, then click Resolve ➜ Change Payment Method to select that card on the membership before retrying. Adding a card to the customer's profile on its own doesn't update the membership, so the old card may still be tried.
If Retry shows No payment option, the payment has usually been skipped and can't be retried. Add a new ad-hoc payment to the membership instead. See the guide here.
Can the customer book classes while their membership is blocked?
Click the arrow to see the answer
Click the arrow to see the answer
No. While the membership shows Registrations Blocked, it can't be used to make bookings. Once all failed payments are resolved, the customer can begin using the membership again.
How many failed attempts are allowed before a membership is blocked?
Click the arrow to see the answer
Click the arrow to see the answer
You set this under Settings ➜ Registrations ➜ Customers ➜ Number of failed payment attempts before a membership is unusable. The failed payment on the membership shows Attempts so far so you can see where it is against your limit.