Troubleshooting: Why a Credit Won't Apply at Check-Out

1. The credit doesn’t cover this class or appointment type

Each booking credits or subscription is linked to specific class types or appointment types. A credit from “Yoga Classes” won’t apply to “Personal Training.”

Fix: Open the customer’s billing profile → find the booking credits → check which products it covers. If it’s the wrong product, issue a credit for the correct product type instead.

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2. The credit is expired

Credits expire on the booking credits’s expiration date or at the end of the subscription period.

Fix: Check the expiration date on the customer’s booking credits. If the date has passed, the credits are gone. You can issue a new credit ($0) if it was a studio error.

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3. The credit was already used

Fix: Check the booking credits balance on their billing profile. A balance of 0 means all credits are used.

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4. The booking window isn’t open yet (or has closed)

Credits can only be applied when the class’s registration window is active.

Fix: Check the class’s registration window settings and adjust if needed.

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5. The customer is booking too far in advance

Some appointment types have a booking window limiting how far out customers can book.

Fix: Check the appointment type’s booking window setting and adjust if needed.

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6. The class is full

If the class is at capacity, no payment method will work — the credit isn’t the issue.

Fix: Increase the class capacity or add the customer to the waitlist.

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7. The credit belongs to a different customer

Credits are non-transferable. A parent’s credit won’t automatically apply to a dependent’s booking unless specifically configured.

Fix: Confirm the credit is on the account of the person making the booking.

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8. “Free” credits aren’t showing for admin checkout (staff side)

Fix: In the payment modal, look for “Apply Credit” and select the appropriate booking credits.

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On Mobile

Same troubleshooting applies — credits work the same way regardless of device.

Still stuck?

• Confirm the subscription or booking credits shows as active (not canceled or paused) on the customer’s billing tab
• Try refreshing the page — a sync delay can cause credits not to appear immediately
• Contact Zipper support with the customer’s name and the specific class/appointment they’re trying to book

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Need a hand?

Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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