Resolve a Membership Payment Issue

Overview

Sometimes a Customer's recurring Membership charge does not go through, or a billing cycle becomes overdue. When this happens, you can charge the Membership right away from the Customer's Profile instead of waiting for the system to retry automatically. This helps you quickly bring a Membership back into good standing while the Customer is in front of you or on the phone.

You can collect the payment using an active saved card or US ACH bank account on file, cash, or a payment link sent by email. You can also comp (waive) the cycle if needed.

When the button appears

A Resolve payment issue button appears at the bottom of the Membership section on the Customer's Profile. It only shows up when a Membership actually needs attention, specifically when:

• The membership_subscription_manual_charge feature flag is enabled for your Club
• The Membership is a recurring plan (monthly, six-month, or yearly) with a price
• The Membership is active and not paused
• A new billing cycle is due, or the Membership is in a grace or hold period

If the Membership is paid up and nothing is due, the button will not appear.

Charge the Membership

To resolve a payment issue:

• Navigate to the Customer page of the Dashboard
• Search for the Customer and click into their Profile
• Scroll down to the Membership section in the Overview tab of the side panel
• Click the Resolve payment issue button
• Review the charge details in the pop-up that appears
• Choose how you want to collect payment
• Click Re-charge to complete the payment

The pop-up shows you the amount to be charged for the current billing cycle, along with the Membership's last charge status and, when relevant, its billing condition (for example, "In grace period"). This helps you confirm you are charging the right Customer for the right reason before you continue.

Choose how to collect payment

The pop-up lets you choose the payment method:

• Card — Charge one of the Customer's active saved cards or US ACH bank accounts. Each method is shown with its brand or bank name and last four digits so you can pick the right one.
• Cash — Record a cash payment for the current cycle
• Payment link — Send the Customer an email with a link to pay themselves. Their billing dates update once they complete the payment.
• Free of charge — Comp the current cycle without collecting any payment

When you confirm, PodPlay processes the charge and updates the Membership's billing dates. If the payment is still processing, the billing dates will update automatically once it settles.

Tips

• Use Payment link when the Customer is not present and you want them to pay with their own card.
• If a charge is declined, the pop-up will show the reason so you can try a different card or payment method.
• The Resolve payment issue button is only available to Managers, Owners, and Admins.
• If the button does not appear, the Membership does not currently have a payment due, or the membership_subscription_manual_charge feature flag is not enabled for your Club.