How does a Customer or Admin know a credit card didn't work?

There are a few different ways the system will notify the Customer if their credit card (cc) does not work:

• If a Customer's cc doesn't work when signing up for an Event or booking a Reservation, the Customer will see an error telling them to update their card and then try rebooking. The Customer can update their cc and sign up again.

• If a Customer signs up for something <6 days in advance (within a week), Stripe immediately puts a hold on their cc and then charges them after the Event or Reservation. If a Customer’s cc doesn’t work in this situation, the Customer will see the error telling them to update their cc from the first point.

• If a Customer signs up for something >6 days in advance (more than a week out), Stripe waits to put a hold on their cc, and then puts a hold on their cc 24 hours before the Event or Reservation (the reason for the delay in placing a hold on the cc is the legal classification of the product type: sports entertainment).

  • If, at the time of the hold from Stripe, the Customer's cc doesn't work, the Customer will receive an email notification that their payment method did not work.

  • If your Club is on the Autonomous Plan, the Customer is kicked from whatever Event or Reservation they booked, and they receive an email stating they were canceled because their cc failed. The email also tells them to update their card and sign up again.

    • For both situations where the Customer’s cc does not work after signing up >6 days in advance, the system does not notify the Waitlist. If a Customer cancels their participation in an Event, this is when the Waitlist is notified.

The easiest way to see if a Customer has had a cc issue when signing up for an Event or booking a Reservation is to monitor the Purchase Page of the Dashboard, and to have your Club’s staff review upcoming Events and Reservations.

Below is a picture of what an Admin will see a Customer’s account will look like when they have signed up for an Event >6 days in advance and their payment method fails.