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Payments

The Payments tab on the staff overview shows all Stripe payment activity—monthly lockout charges, hourly bookings, and waitlist deposits. Use it to track payment status, identify failed charges, and investigate customer billing issues.

Finding the Payments Tab

Go to Staff → Overview and select the Payments tab.

What You'll See

Each row shows a single payment with:

Column What It Shows
Customer Name with link to their profile
Location Facility name with link
Studio Resource name with link (for lockouts)
Reservation Link to the reservation or lockout
Amount Payment amount — for batch hourly bookings, each row shows the per-slot price (not the batch total); for credit-paid reservations, shows the credit count with a bolt icon rather than a dollar amount
Status Paid, Pending, or Failed
Method Card or ACH
Date When the payment was created

Click any link to navigate directly to that customer, location, or reservation.

Filtering Payments

Use the filter bar to narrow down results:

  • Location — Show payments for a specific facility
  • Status — Filter by Paid, Pending, or Failed
  • Payment Method — Filter by Card or ACH
  • Date Range — Select a start and end date

Filters update the URL, so you can bookmark filtered views or share them with colleagues.

Status Meanings

Status What It Means
Paid Payment completed successfully
Pending Payment initiated but not yet confirmed (common with ACH)
Failed Payment attempt failed—customer needs to update payment

ACH vs Card Timing

Card payments settle immediately. Once charged, the status shows as Paid.

ACH payments take 3-5 business days to clear. During this time:

  • Status shows as Pending
  • For lockouts, the customer gets access immediately (before payment clears)
  • If the payment fails after processing, it shows as Failed and access is automatically revoked (see below)

When ACH Payments Fail

If a bank transfer fails after the member was given optimistic access, the system automatically:

  1. Cancels the Stripe subscription
  2. Revokes the member's resource permissions
  3. Removes their access code from the door locks
  4. Ends the lockout reservation

No manual intervention is needed—access is fully cleaned up. The payment status updates to Failed in the payments list.

Investigating Issues

Failed Payments

Filter by Status → Failed to see all failed charges. Common reasons:

  • Insufficient funds
  • Expired card
  • Bank declined the transaction

Click through to the customer profile to check their payment methods or contact them.

Missing Payments

If a customer claims they paid but you don't see it:

  1. Check the date range—payments outside the filter won't appear
  2. Search by customer name to find all their payments
  3. Check if the payment is still Pending (ACH can take several days)

Pagination

Results are paginated with 25 payments per page. Use the arrow buttons to navigate between pages. The URL updates as you paginate, so browser back/forward works as expected.

Retrying a Failed First Payment

When a member's first payment fails — their card was declined, their bank account wasn't verified, or they abandoned the checkout — staff can rebuild the charge without asking the member to go through checkout again.

The retry tool is available for failed first payments on lockouts, credit packages, org dedicated rooms, and waitlist deposits. It does not apply to recurring monthly charges that fail after a subscription is already active.

From the Payments Table

  1. Go to Staff → Overview → Payments and filter by Status → Failed.
  2. Find the payment you want to retry.
  3. Click the ⋯ row actions menu and select Retry payment.
  4. The system rebuilds the charge against the customer's current default payment method and creates a new payment record. The original failed record remains for audit history.

If the retry succeeds, the reservation, credit package, or org room activates normally — access codes provision, emails send.

From the Reservation or Organization Page

A banner appears on the reservation or organization detail page when a first payment failed and no later payment has succeeded. Click Retry directly from the banner.

When Retry Is Unavailable

The retry button does not appear if:

  • The purchase type is an ongoing renewal (not a first payment)
  • The entity already has a successful payment — the original charge may have recovered through Stripe's own retry cycle without staff action
  • The customer has no default payment method on file

If the customer needs to update their payment method, direct them to the member portal or update it in the Stripe Dashboard before retrying.

After a Retry

Check the payments list to confirm the new payment shows Paid (card) or Pending (ACH). For ACH retries, the member gets access immediately and the payment clears within a few business days.