Troubleshooting: Member Charged Dollars Despite Having Credits

Why This Happens (Root Cause)

Charges occur when available credits are either:

1. Already used for the month,
2. Not yet issued for a future month,
3. Not accessible to the member’s account, or
4. Not applied correctly during the booking process.

Invoices reflect actual charges for bookings where credits were unavailable or unused.

Common Symptoms

Maven should trigger this article when any of the following are mentioned:

• “Member says they got charged even though they have credits.”
• “Credits didn’t apply to this booking.”
• “Why is the booking showing dollars instead of credits?”
• “Invoice includes meeting room charges that should’ve used credits.”

How to Fix It (Action Steps)

Step 1 — Clarify and Identify

• Ask if the member provided the invoice number or a screenshot of the charge.
• Determine if the issue is with a posted invoice or an upcoming booking checkout.
  Why: This determines whether you’re verifying a past charge or troubleshooting an in-progress booking.

Step 2 — If the charge appears on an invoice

• Go to Reports > Operational > Booking Summary.
• Set filters to the correct month and company.
• Include all Studio locations (not just your own).
  Why: Members can book across any Studio location; reviewing only one site may omit relevant bookings.

Review the report to confirm whether the member used all available credits that month.
If all credits were used, remaining bookings will post as dollar charges on the invoice.

Step 3 — If the issue occurs during booking checkout

• Open the company record in Yardi Kube.
• Navigate to Bookings > Groups and Credits > Credits.
• Confirm how many monthly credits are given, used, and remaining.
  • If credits = 0, inform the member they’ve used all credits this month.
  • Additional bookings will bill as dollar charges on the next invoice.
    Why: Members cannot exceed their monthly credit allotment.

Step 4 — Confirm member access to company credits

• Go to the member’s record > Groups and Credits.
• Check that Access to Company Credits = Yes.
  Why: Members without this permission will always see dollar pricing at checkout, even if company credits remain.

Step 5 — Check the booking month

• If the booking is for a future month, dollar pricing will display until that month begins.
• Credits are issued on the first day of each month.
  Why: Credits aren’t pre-applied to future months to prevent issues with early terminations or credit adjustments.

Step 6 — Verify the “Use Credits” selection

• On the booking checkout page, ensure the box “Use my prepaid Credits for this booking” is checked.
• The total remaining credits should appear beside the checkbox (only visible for the current month).
  Why: Unchecked boxes result in the booking being processed as a paid charge rather than a credit deduction.

Quick Summary

• Root Cause: Credits used, unavailable, or not applied to the booking.
• Fix: Confirm credit balance, access rights, month of booking, and “use credits” selection.
• System Behavior: Kube applies credits only for current-month bookings with valid company access and checked “use credits” boxes.

Tags

credits, booking charge, meeting room, invoice, Yardi Kube, company credits, booking summary, autopay billing