Billing Issues & How to Fix Them

If you issues continue after following the provided steps, please Contact Client Support

Card works elsewhere, but is still failing in Fitness GM

1. Verify billing address on file is correct

2. Re-enter the card information

3. Set new card as default

4. Remove the old card information

5. Manually re-try the charge with new card information

Member was charged twice

     Common causes:

• • Two active memberships on file

  • Both initial and recurring payments scheduled on the same day

  • Manual payment plus automatic payment processed together

1. Check the member's Billing Events for overlapping or duplicate scheduled payments.

2. Cancel or refund the duplicate charge.

Enhancement fee is not appearing

1. Check the membership enhancement settings. The membership must have enhancement fees enabled.

Anniversary enhancement fee is billing in the wrong month

1. Confirm the enhancement fee billing date aligns with the member's start date.

Enhancement fee shows an incorrect amount

1. Verify the fee settings and amount

2. Update the fee if needed

3. Confirm the change is reflected in the member's profile.

Related articles

• [Managing failed payments]

• [Creating, activating & managing enhancement fees]