Read this first when families report failed payment, delayed confirmation, or confusing overdue messages. It is written for studio admins who need clear next steps under time pressure.
Check in this order
- Confirm the payment method used.
- Confirm card setup status in Settings > Payments and Payouts.
- Confirm the due item and due date on the enrolment.
- Wait briefly and recheck payment status.
- Reconcile any offline payments before chasing.
This order prevents repeated retries and duplicate follow-up.
Common payment problems
Checkout opens but does not complete
Most often this is card setup not fully ready, or the due item is not payable yet. Check those first before sending a new link.
Parent says "I paid" but item still shows unpaid
Ask for payment time and method. Then recheck status after a short delay. If still unchanged, review the specific enrolment and due item before making manual changes.
Overdue vs failed confusion
An overdue amount is different from a failed checkout attempt. Use the right wording when speaking to families.
Offline payment not matched
If a bank transfer or cash payment is not reconciled to the due item, teams may chase a balance that is already settled.
UK wording for family communication
Use plain statements:
- "Your card checkout did not complete."
- "Your Direct Debit is scheduled and not due yet."
- "This amount became overdue on [date]."
- "We have received your transfer and are matching it to your enrolment."
Clear wording reduces confusion and repeat emails.
Practical examples
Card setup still pending
A family can open checkout but cannot complete payment. Team confirms card setup is still pending and shares expected timeline.
Overdue item described as failed payment
Staff used the wrong phrase in messages. After switching to correct wording, parent complaints drop.
Transfer paid Friday, still chased Saturday
Payment received but not reconciled to due item before weekend classes. Adding same-day reconciliation fixed repeat chasing.
Pitfalls to avoid
- Retrying checkout repeatedly before checking setup and due item state.
- Marking items paid without confirming settlement.
- Treating overdue and failed checkout as the same issue.
- Leaving offline payments unreconciled overnight.
Related feature
Related guides
- Troubleshooting
- Schedules, due items, arrears, and offline payments
- Stripe Connect onboarding and verification
FAQ
Parent says "it charged me" but we still see unpaid. What now?
Check method, timestamp, and enrolment due item, then recheck before editing records.
Can we mark items paid to clear today's register?
Only if payment is confirmed.
Why are card payments blocked on some accounts?
Card setup may still be pending in Payments and Payouts.
How should we handle partial or offline settlements?
Record them clearly and reconcile against the due item on that enrolment.
How quickly should we respond to payment complaints?
Same day where possible, with exact next step and time.