Find out why a booking failed and what to do next

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

1. Open the affected class occurrence or the client’s membership details.
2. In Failed bookings, open the attempt.
3. Read the reason and review the client, class, and allocation details.

Read the reason before you read anything else

The reason tells you what 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.
• Bookings closed before class — the client tried to book after your booking cutoff had passed. Staff can still book them in with Force booking?.

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: in rare cases, a card payment may be captured before the booking fails. Open the client’s payments in Clovo 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.