Troubleshooting: Client has an unpaid visit with active Purchase Option

Problem

A visit is marked as unpaid for a client with a currently active Purchase Option that should have covered payment for the visit.

If you are having general issues using a Purchase Option to make a payment, see Troubleshooting: Payment requested when client has Purchase Option. If an Event is causing the conflict, see Troubleshooting: Purchase Option not accepted as payment for an Event.

Solution

There are a few different areas of WellnessLiving you should check to resolve this issue. Follow the directions below to discover what is causing the visit to be marked as unpaid and to solve the issue:

  1. Check if the date of the unpaid visit occurs on or after the start date of the Purchase Option:
    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Attendance.
    4. On the Attendance menu, click Attendance History.
    5. Under the DATE column, check the date of the unpaid visit.
    6. On the side menu, click Account.
    7. In the list, find the Purchase Option you want to check. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
    8. Under the Action column of the Purchase Option, click the Action button and select Edit Purchase Option.
    9. In General Information, under Summary, check the Starting on date. If there is no date listed, then the Purchase Option was activated on the purchase date or first visit, meaning that this is not the cause of the issue. If the Starting on date is after the date of the unpaid visit, you can change the start date by selecting an earlier date from the calendar and clicking SAVE FOR [CLIENT NAME].
  2. Check if the Purchase Option offers access to the unpaid service:
    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Account.
    4. On the Account menu, click Passes & Memberships.
    5. In the list, find the Purchase Option you want to check. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
    6. Under the Action column of the Purchase Option, click the Action button An image of the more button which is three gray dots stacked vertically. and select Edit Purchase Option.
    7. Under Purchase Option Service Category, check that the correct service type is chosen. If the wrong service type is selected, a new Purchase Option with the correct Purchase Option Service Category must be created and sold to the client.
    8. In General Information, under Access to, check which services are selected. If the desired service is not selected, you can add the service to the Purchase Option by selecting the service and clicking SAVE FOR [CLIENT NAME]. This will only modify the individual client’s Purchase Option. Other clients will not be affected by this change.
  3. Check the number of visits remaining on the Purchase Option:
    1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
    2. In the list of clients displayed, click the client’s name.
    3. On the side menu, click Account.
    4. On the Account menu, click Passes & Memberships.
    5. In the list, find the Purchase Option you want to check. You may have to browse the list, use the Search option, or filter the list to find the Purchase Option.
    6. Under the Action column of the Purchase Option, click the Action button An image of the more button which is three gray dots stacked vertically. and select Edit Purchase Option.
    7. In General Information, under Visit Restrictions, check the Remaining number. If there are no visits remaining, you can add a visit by entering a number into the Remaining box and clicking SAVE FOR [CLIENT NAME].
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