Troubleshoot a failed payment or missing credits

Begin with the recorded result

An attempted charge, signed agreement or return from checkout does not prove the payment succeeded. Review the actual invoice/order/enrollment result. Owners should also check whether the connected account has charges enabled and outstanding setup requirements.

Common checks

1. Confirm the correct client, invoice and connected business.
2. Check payment success versus pending/failed status.
3. For a saved-card charge, verify an authorized saved card exists on that instructor’s payment account.
4. For credits, inspect paid/start/expiry state, eligibility and scheduled reservations.
5. Before retrying, confirm you will not repeat a successful payment.

Refund boundaries

The supported full package-refund flow requires an unused package without scheduled bookings or pending requests. Partially used packages and external refund changes need owner/provider review; do not assume a general automatic refund policy. If money was collected but entitlement is missing, contact the owner/support with the invoice reference, not card secrets.