If your customers can't book or pay, then please check the following issues and see if they fit and resolve your issue:
Customer(s) do not see any sessions within the calendar
This is caused by one of the following:
i) The session's visibility is set to Followers (Just customers that follow this business) or Private (Just the customers that have been granted access) and the customer isn't yet a follower / hasn't been added to the access list by a business admin. To resolve, the customer can easily click the Follow button at the top of the business' Gymcatch page and a business admin can add a customer to the private access list in their admin portal by going to Schedule > click Details on relevant session > Access > Edit access rules > Add access rule > Select customers > tick checkbox next to customer name(s) > Update customers > Save rules for all sessions in this series.
ii) Customer(s) are on the What on's tab within the mobile app, however they are not yet following the business. They can easily resolve by searching for the business name in the search bar at the top of their screen > tap on the business name once it appears > tap Follow.
Customer(s) do not see any book or payment options on the session / package / course / on demand payment screen
This is caused by one of the following:
i) Listing only has been selected rather than the default Booking and listing on the session in question. You can easily check the Booking and listing and Listing only settings in the session edit page by going to Schedule > click Details on relevant session > Edit this session.
ii) The customer is trying to book onto a session or as a drop-in on a course session and bookings are not open yet. The customer will be presented with the exact date and time that bookings will open and once it reaches this day and time, the Book button will then present.
iii) It is possible that you have missed two payments and your account is frozen. We would have sent you emails in relation to these including instructions on how to re-activate your account. In the Admin Portal please check under the Plan and bolt-ons page to see the status of your account.
Customer(s) get to payment but the 'Book / Pay' button is inactive
This is caused by one of the following:
i) The customer does not have a valid payment method for buying the session. For example, it could be that only certain packages are enabled as the purchase method but you want customers to be able to pay as you go to. In this instance you just need to update the payment methods for the session(s) in question from Schedule > click Details on relevant session > Edit this session (or the course session edit page if the session relates to a course).
ii) Your Stripe account is unlinked from Gymcatch. To resolve in the Gymcatch Business Portal:
Go to the Payments page, and click Link to Stripe
Log in to your existing Stripe account if reconnecting, or register a new account if registering for the first time
Check in your session series from Schedule > click Details on relevant session > Edit this session that Debit or credit card via Stripe is set as a Payment method. If not, edit to update, click Update all sessions in this series and repeat for other series.
iii) Your Stripe account is linked on the Payments page, but Debit or credit card via Stripe is not selected as a Payment method on your sessions. This can easily be resolved by going to Schedule > click Details on relevant session > Edit this session > select Debit or credit card via Stripe as a Payment method > click Update all sessions in this series and repeat for other series.
Customer(s) bought a package but doesn't see it as a payment option at checkout
Please check the following:
That the session and the package (bundle, pass or membership) in question have the same tag. You can check the package tag from Packages > click on package name from filter > review tag field in Details table. You can check and update a session tag in Schedule > click Details on relevant session > Edit this session. If the tag needs updating remember to update for all in the series and any other series you want the package to be valid for.
That the package is set as an accepted Payment method for the session. You can check and update this in Schedule > click Details on relevant session > Edit this session. Bundles, Passes or Memberships (as appropriate) needs to be displayed for a package to be used for booking the session. Remember to update all in the series and any other series as needed if not present.
That if the customer(s) is trying to book multiple places that Multibook is enabled on the package. You can check and amend this if needed from Packages > select package from filter > review Details fields > Edit this package if needed.
That your customer is logged in with the account that they bought the package with (i.e. they have not created an additional account in error). To ensure the customer is in the right account, checking the email address associated with the purchase from Packages > click on package name from filter > Package customers > look at the Live list.
That the package still has credits on it. If there are no outstanding credits on the package/the package has expired, then it won't show as a possible payment option. You can check how many credits or if the package has expired for a customer by going to Packages > click on package name from filter > Package customers.
That the package's expiry date/time is after the date/time of the session the customer is trying to book onto. You can easily check a package expiry date for a customer by going to Packages > click on relevant package > Package customers > search for customer in question.
Customer(s) are presented with a payment declined error message
If your customers are being presented with a payment declined error message, then you can easily sign into your Stripe dashboard and click on this failed payment record to find out more information as to why exactly this payment failed.