Troubleshooting & FAQs

Common Issues & Fixes

  • Payment not going through? Double-check your Stripe/GoCardless connection.
  • Members not receiving emails? Check your email integration and spam folders.
  • Trouble logging in? Use the password reset link or contact support.

How to Contact Support

  • Reach out via the in-app chat for quick help.
  • Or email us, responses are usually fast!

Refunds

Refunds always cover the full invoice. Partial refunds are not available. To refund a paid payment, click "Refund" on its line in the order or in the customer page, then confirm. To refund several payments at once, select them on the Payments page and use the group action "Refund invoice(s)". By default, your customer receives a confirmation email once the refund goes through.

Refunds are processed through your payment provider (Stripe or GoCardless). A card refund generally appears on the customer's statement within 5 to 10 business days, depending on their bank. For a SEPA direct debit refund, the timing also depends on the customer's bank.

If the refunded payment was part of a subscription, the subscription remains active unless you cancel it separately. A refund does not stop the next charges: cancel the subscription too if your customer should not be billed again.

⚠️Refunds cannot be reversed once processed, and they always cover the full amount of the invoice. Check that you picked the right payment before confirming.
💡Check the FAQ section first, most answers are just a click away!