📝 Overview
Customer settings allow you to manage global registration and payment limits for your customers. These settings apply across your entire account and affect how customers interact with registrations, waitlists, and memberships.
To access your customer settings, head to Settings ➜ Registrations ➜ Customers ➜ click 'Edit'.
💡 Customer settings are part of the broader Registration Settings area. For a full overview of all registration settings, including registration timelines, waitlist settings, and calendar settings, see the guide here.
📋 Registration & Waitlist Limits
These settings control how many registrations and waitlist entries your customers can have per day. Use these to manage capacity and prevent overbooking.
Click the arrow to view registration and waitlist limit settings
Click the arrow to view registration and waitlist limit settings
Registrations per day – Set the maximum number of registrations a customer can make per day. This limit applies independently of any membership usage limits.
Waitlists per day – Set the maximum number of waitlist entries a customer can be added to per day.
Include waitlists in registration limit? – Choose whether waitlist entries should count toward the customer's daily registration limit.
Prevent joining waitlists after registration limit is reached? – Enable this if you would like to prevent customers from joining waitlists after they have reached their daily registration limit.
💡 For more information about how waitlists work, including auto-registration, reserved times, and waitlist capacity, see the Waitlist settings guide here.
💳 Payment & Membership Settings
These settings control how the system handles failed payments and overdue offline payments for your customers' memberships. Configuring these settings helps you stay on top of billing issues and manage membership access.
Click the arrow to view payment and membership settings
Click the arrow to view payment and membership settings
Number of failed payment attempts before a membership is unusable
This setting controls how many times the system will attempt to collect a failed payment before the customer's membership becomes unusable. Once the limit is reached, the customer can no longer register for new events using that membership.
How this setting works depends on the payment method:
Stripe – This setting counts automatic retries. When a Stripe payment fails, the system retries the payment automatically. Each failed attempt counts toward this limit. Once the limit is reached, the payment moves from "Retrying" to "Failed" and the membership becomes unusable.
GoCardless – This setting counts manual retries rather than automatic ones, since GoCardless payments are not retried automatically.
⚠️ When a membership becomes unusable, existing class registrations made before the membership was blocked remain active and the customer can still attend those pre-booked events. However, they will not be able to register for new events until the payment is resolved.
Number of days before a pending membership payment is considered overdue
This setting applies to offline and pending payments. Once a payment has been outstanding for the number of days you specify here, it is classified as overdue. At that point, you can choose to manually block the customer's membership from being used.
💡 For step-by-step instructions on how to block a membership with overdue offline payments, 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
What does "unusable" mean when a membership is blocked?
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Click the arrow to see the answer
When a membership becomes unusable, the customer can no longer use it to register for new events. However, any existing class registrations made before the membership was blocked remain active, and the customer can still attend those pre-booked events. To restore the membership, you will need to resolve the outstanding failed payment.
Does the failed payment limit work differently for Stripe and GoCardless?
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Click the arrow to see the answer
Yes. For Stripe, the "Number of failed payment attempts before a membership is unusable" setting counts automatic retries. The system retries the payment automatically, and each failed attempt counts toward the limit.
For GoCardless, the same setting counts manual retries instead. GoCardless payments are not automatically retried, so each time you manually retry a failed GoCardless payment and it fails again, that counts toward the limit.
Where can I find failed or retrying payments?
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Click the arrow to see the answer
Payments that are still being retried by the system can be found under To-Dos ➜ Open Invoices. Payments that have exhausted their retry attempts and need manual action can be found under To-Dos ➜ Failed Payments. You can also see a summary of items needing attention on your Dashboard under the To-Dos widget.
For more detail, see the guide on resolving retrying payments here.
How do I resolve a failed payment so my customer can use their membership again?
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Click the arrow to see the answer
Head to To-Dos ➜ Failed Payments and click Actions next to the payment. From there you can retry the payment, void it, change the payment method, or cancel the membership. You can also resolve a failed payment directly from the customer's profile by going to Customers ➜ Customer List ➜ select the customer ➜ Memberships tab ➜ click the membership name, then click Resolve next to the failed payment.
For a full breakdown of available actions, see the To-Dos: Invoices - Failed guide here.
What happens if a customer's first payment on a recurring membership fails?
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Click the arrow to see the answer
If the first payment on a recurring membership fails, the system will automatically remove the customer from any classes they registered for. This applies only to the first payment. If any subsequent payments fail, existing registrations remain active.
For more detail on this behaviour, see the guide on what happens when a payment fails here.
Can I change the registration or waitlist limits for individual customers?
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Click the arrow to see the answer
The registrations per day and waitlists per day limits set in Customer Settings are global and apply to all customers. These cannot be customised for individual customers from this settings page.
What is the difference between a pending offline payment and a failed payment?
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Click the arrow to see the answer
A failed payment is an online payment (via Stripe or GoCardless) that could not be processed, such as a declined card or insufficient funds. Failed payments appear under To-Dos ➜ Failed Payments.
A pending offline payment is a payment made outside the platform (such as cash or bank transfer) that is awaiting manual confirmation from the business. Pending offline payments appear under To-Dos ➜ Offline Payments. These are not technically failures, so the failed payment limit does not apply to them. Instead, the "Number of days before a pending membership payment is considered overdue" setting controls when these payments are classified as overdue.