Payment Gateway Issue: Payment deducted from student's account, but student does not have active subscription
Issue: Student reports that they have paid, but PracticeNow does not give them a confirmation
Solution:
##Step 1: Confirm the status of the transaction
- Copy your RazorPay email id from here: Studio Info -> Scroll to Payment Gateway section -> Copy the "email id"
- Login to RazorPay.com - using the above email id
- Click on Transactions
- Find the student's transaction by searching for the Student's email id
- You will usually find that the status of the transaction says “Failed”. If its not showing “Failed", please reach out to our support team. We’ll investigate the issue further.
- Click on the Payment Id [starts with "pay_..."]
- That will show you the reason the payment failed.
##Step 2: Allowing class access to the student [if the student's subscription has expired]
Share the Zoom link of the class with the student. And then add their check-in manually after the class. It will be recorded as an "Unpaid" check-in.
After the class is done, ask the student to pay again - either through the payment gateway. If it fails again, ask them to make an offline payment and add a manual subscription.
When the subscription is created, the Unpaid check-ins are automatically deducted from the new subscription - and only the remaining classes in the subscription are now available for the student to attend.
Solution:
##Step 1: Confirm the status of the transaction
- Copy your RazorPay email id from here: Studio Info -> Scroll to Payment Gateway section -> Copy the "email id"
- Login to RazorPay.com - using the above email id
- Click on Transactions
- Find the student's transaction by searching for the Student's email id
- You will usually find that the status of the transaction says “Failed”. If its not showing “Failed", please reach out to our support team. We’ll investigate the issue further.
- Click on the Payment Id [starts with "pay_..."]
- That will show you the reason the payment failed.
##Step 2: Allowing class access to the student [if the student's subscription has expired]
Share the Zoom link of the class with the student. And then add their check-in manually after the class. It will be recorded as an "Unpaid" check-in.
After the class is done, ask the student to pay again - either through the payment gateway. If it fails again, ask them to make an offline payment and add a manual subscription.
When the subscription is created, the Unpaid check-ins are automatically deducted from the new subscription - and only the remaining classes in the subscription are now available for the student to attend.
Updated on: 08/03/2021
Thank you!