Missed payments

If Stripe cannot collect a payment for your FitManager subscription, the dashboard locks straight away, but your doors, fiscal printers, card terminals and kiosks keep running for a grace period so members are not turned away over a card problem. This article explains what changes, for how long, and how to fix it.

What locks and what keeps working#

The overview tells you the exact date: Your doors, printers, terminals and kiosks keep working until (date). Once that date passes, it says Your doors, printers, terminals and kiosks have stopped as well and resume once it is paid.

After the grace period, FitManager refuses every request from FitManager Control and from your API keys with a "payment required" answer. Control can no longer check door scans with FitManager, pick up fiscal receipts or card payments, or serve the kiosk. Everything starts again on its own once the invoice is paid.

Fix it#

1. Open Settings > Billing. The overview's Go to billing button takes you there too.
2. Under Payment Method, click Add card and save a card that works. See Cards and invoices.
3. Click Make default next to the new card, so the next attempt uses it.
4. Under Invoice History, the unpaid invoice shows Open. Stripe tries to collect it again on its own retry schedule. To pay it now, click Manage Billing and pay it in Stripe's billing portal, or write to the FitManager team through the contact page. Support tickets are locked together with the rest of the dashboard.

As soon as Stripe reports the invoice as paid, the dashboard unlocks and the devices resume. You do not need to restart FitManager Control.

Why did the payment fail?#

The most common reasons:

• The card expired or was replaced by your bank.
• The card has no funds or a limit was reached.
• The bank wanted a confirmation (3D Secure) that nobody completed.
• The only card on file was removed.

Common questions#

Does a failed payment delete any data? No. Members, memberships, sales and settings stay exactly as they are. Only access to the dashboard is paused.

Can my employees still work? Not in the dashboard. They see the same locked overview. The doors keep working for members during the grace period.

Do members notice anything? Not during the grace period. After it, the doors and the kiosk stop, so fix the card before the date on the overview.

My gym has never subscribed. Is that the same thing? No. A gym without a subscription sees Choose a plan to unlock your dashboard instead, and its devices are not stopped. See Choose or change your plan.