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Knowledge Base |
Troubleshooting: Not Receiving Right Amount Of Session Credits
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This article will guide you through troubleshooting why a member is not receiving any or the right amount of session credits on their account.
Requirements - A Master Admin login or a staff type with the following permissions:
1. Check Sales Package Settings
Locate the member's sales package under Setup > Sales > Sales Packages. Once you select your sales package, click the Included tab. Check the number of session credits that have been setup under Standard Services And Classes In This Package or Session Credit Differences From Standard By Installment (Overload Method).
Sales Package Included Tab
2. Check Member Payments
Based on your sales package settings, you may have session credits be available only if the member has made a payment. To access a member's payments history, perform a member/customer search and from the client summary page, go to All Detail > Billing > Invoices/Payments/Refunds/Transaction Ledger.
Invoices / Payments / Refunds / Transaction Ledger
3. Check Invoices
Locate member's invoices to determine if those session credits have been used/completed by the user. To access a member's invoices, perform a member/customer search and from the client summary page, go to All Detail > Billing > Invoices/Payments/Refunds/Transaction Ledger. Click the Bookings button next to the invoice detail. A pop up window will display a breakdown of all Completed Bookings, Future Bookings and Unused Credits.
4. Check Session Credit Add / Delete History
Locate the report showing all session credits that have been added automatically with a payment, manually added by a staff or deleted from the account. To access this screen search and select the desired client. Click on the Bookings button to access the booking options for this client. Refunded invoices can delete session credits from the member's account.
Booking And Session Credit Status
Requirements - A Master Admin login or a staff type with the following permissions:
- Member Management: General - Can access client options
- Member Management: Payments Related - Can view client billing information
- Club Setup: Can access setup
- Club Setup: Can access sales packages setup
Why Is Member Not Receiving The Right Session Credits?
1. Check Sales Package Settings
Locate the member's sales package under Setup > Sales > Sales Packages. Once you select your sales package, click the Included tab. Check the number of session credits that have been setup under Standard Services And Classes In This Package or Session Credit Differences From Standard By Installment (Overload Method).
Sales Package Included Tab
2. Check Member Payments
Based on your sales package settings, you may have session credits be available only if the member has made a payment. To access a member's payments history, perform a member/customer search and from the client summary page, go to All Detail > Billing > Invoices/Payments/Refunds/Transaction Ledger.
Invoices / Payments / Refunds / Transaction Ledger
3. Check Invoices
Locate member's invoices to determine if those session credits have been used/completed by the user. To access a member's invoices, perform a member/customer search and from the client summary page, go to All Detail > Billing > Invoices/Payments/Refunds/Transaction Ledger. Click the Bookings button next to the invoice detail. A pop up window will display a breakdown of all Completed Bookings, Future Bookings and Unused Credits.
4. Check Session Credit Add / Delete History
Locate the report showing all session credits that have been added automatically with a payment, manually added by a staff or deleted from the account. To access this screen search and select the desired client. Click on the Bookings button to access the booking options for this client. Refunded invoices can delete session credits from the member's account.
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