Troubleshooting — Packages & Credits

A package is what Emma Wilson buys. Sessions (credits) are how many classes that held package still includes. This is not wallet money.

Wallet balance and package credits are different things.

Why Can’t the Member Use Their Package?

Check these first:

1. She holds the package — not only that ELITE exists on Training → Packages.
2. Remaining sessions are greater than zero.
3. Validity has not ended (catalogue shows 30d Validity, 7d Validity, or 1d Validity as defaults).
4. Restrictions on Create Package Step 1: Normal, Time Based, Location Based, or Training Program. See Package Restrictions.
5. Catalogue status is Active if you are trying to sell it. See Package Statuses.

How a location-based package behaves at booking time is not confirmed.

Why Were Credits Not Deducted?

Do not assume a session is taken at the moment Daniel Murphy saves a booking.

Possible reasons already documented:

• The class may not consume a package session in the way you expect. See Class Payment Options.
• The booking may not have completed (All Bookings shows Confirmed or Cancelled).
• Credits after cancel are not confirmed (returned, kept, or penalty).

See Bookings & Package Credits.

Why Does the Member Have Fewer Credits?

1. Open People → Clients → the member. See Client Packages.
2. Compare remaining sessions with the catalogue count (for example 10 Sessions on ELITE).
3. Review bookings for that member.
4. Open Dashboard → Recent Activity for Package Sold.
5. Check whether sessions were adjusted.
6. Approval Requests currently show Wallet Credits, not package session changes.

Why Did Package Validity Change?

Recent Activity can show Package Validity Updated. Staff can extend or shorten the held package. Who is allowed to do that is not listed as a permission checklist on User profile.

See What the Activity Feed Records.

Related Articles

• Packages
• Packages on a Member
• Bookings
• Clients
• Activity Feed
• Approval Requests