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 |
| 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:
- Cancels the Stripe subscription
- Revokes the member's resource permissions
- Removes their access code from the door locks
- 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:
- Check the date range—payments outside the filter won't appear
- Search by customer name to find all their payments
- 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.