Find out why a booking failed and what to do next
Tobias Gundry
Updated
Use the failed booking details to find the reason a booking did not complete, then decide whether you need to free allocation, contact the client, or refund a payment.
Open the failed booking
- Open the affected class occurrence or the client’s membership details.
- In Failed bookings, open the attempt.
- Read the reason and review the client, class, and allocation details.
Read the reason before you read anything else
The reason is recorded as a named outcome, not free text, so it tells you which of your rules stopped the booking:
- Class full — every place was taken, including any blocked or reserved ones.
- No active membership or credits — the client did not have an eligible active product or available credit for the booking.
- Class type not allowed — their plan doesn’t cover this kind of class.
- Class allocation exhausted — they had a plan that covers it, but the credits for that class in the current window were already spent. The breakdown underneath spells out the window and the count.
- Pack expired — the class sat outside the pack’s window.
- Already booked, Class cancelled, Membership paused, Membership inactive, Membership on hold for a failed payment, Membership ends before class — these outcomes identify the booking or membership status that prevented the booking.
- Waitlist locked — the place was held for the waitlist and this client wasn’t on it. See Use a waitlist to fill a cancelled place.
- Priority booking window — booking hadn’t opened to this client yet.
Common next steps
- Allocation or capacity: review the allocation breakdown and check whether another booking used the available place or credits. Where a credit was consumed by an earlier booking, the table underneath names it.
- Membership or credit issue: check the client’s membership status, expiry, and remaining credits.
- Class or client details: confirm the class occurrence and the profile the client selected. A For profile line means the client was booking for a linked family member or dependent, not for themselves.
- Direct Purchase: a card payment may have been captured before the booking failed. Check the client’s Payments link in Stripe and refund the captured payment before trying again. See Refund a payment when a direct booking failed.
After you investigate
Tell the client whether the booking was made, whether a refund is due, and what they should do next. Do not charge the client a second time until you have confirmed what happened to the first payment.
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