Troubleshooting Memberships not billing classes

There are a few reasons why you might have a client with an active membership in The BOS but the clients appointments are not getting billed off.

Start investigating the issue by visiting the Memberships page and finding the relevant membership:

Click Administration -> Memberships

Find the appropriate membership and click on it to see more details in the sidebar

From here, work through the list of potential issues below until you find the cause of the problem

Membership doesn't exist in The BOS

Membership data in The BOS generally updates instantly rather than waiting for a data refresh. If you can't find them in The BOS Memberships report then the issue is usually one of the following:

They are on a membership type that isn't "BOS Managed" so you need to talk to whoever set up your membership integration to get them to add that membership type in the BOS settings page. This usually happens if you only do the 'stripe half' of setting up a new subscription type

Check if their membership exists in Stripe. If it doesn't then it's a problem signing them up on stripe.

If the membership does exist in stripe and it's a "BOS managed" type then contact BOS support and include the full link to their subscription in Stripe to speed up the process.

Membership has Collection Paused

If the client has Collection Paused set in Stripe then Stripe considers them "active members" but isn't charging them or creating invoices so there is nothing for The BOS to link the attendances to. This is correct behavior as the client isn't paying for membership so should not be getting classes billed off.

Membership type doesn't cover that type of class

If the client has an active subscription it's possible they are doing classes that aren't covered by that subscription. For example an 'general classes' membership might cover most group classes but include pilates so if the client does pilates then those shouldn't be billed off automatically.