[Write-up] Issue: Payment deducted from student's account, but student subscription not created

Overview

In some cases, a student may complete a payment from their bank account, but the subscription is not immediately created in the system.

This usually happens when the payment is not successfully confirmed by Razorpay even though the amount may have been temporarily deducted from the student’s bank account.

This is generally caused by delays or failures in payment confirmation between the bank and the payment gateway.

Why This Happens

A subscription is created only after the payment is marked as successful in Razorpay.

Sometimes:

• The amount gets debited from the student’s bank account.
• The bank processes the transaction partially or with delay.
• The payment status does not reach Razorpay successfully.
• As a result, the subscription is not created in the system.

This can happen due to:

• Bank server delays
• Network interruptions
• Payment gateway timeout
• UPI/banking latency
• Incomplete payment authorization

Refund Timeline

If the payment is not successfully received by Razorpay:

• The transaction is treated as failed at our end.
• The deducted amount is usually automatically refunded by the student’s bank.
• Refunds typically reflect within 5–7 working days.

Advise the student to wait during this period before attempting escalation.

What The Studio Should Do

Option 1: Ask the Student to Make the Payment Again

If the subscription was not created:

• Ask the student to retry the payment through the payment gateway.

Option 2: Allow Temporary Class Access

If the student’s subscription has expired but they need to attend the class immediately:

1. Share the Zoom class link with the student.
2. Allow them to attend the session.
3. Add their check-in manually after the class.
4. The attendance will be recorded as an unpaid check-in.

After the class:

• Ask the student to complete the payment again either:
• • through the payment gateway, or
  • If the payment gateway fails again, via offline payment [In this case, create a manual subscription]

Important Note About Unpaid Check-ins

When a new subscription is later created:

• Any unpaid check-ins are automatically adjusted against the new subscription.
• The system deducts those attended classes from the newly added subscription.
• Only the remaining classes will be available for the student going forward.

Know more about Unpaid check-ins - here

Updated on: 07/05/2026