Troubleshooting Payment Issues
Common payment problems and how to resolve them. Most issues have simple solutions.
Common Issues & Solutions
I haven't received my payout
- Check your payout schedule in the Partner Dashboard (weekly or monthly)
- Remember there's a 10-day hold on funds before they're released
- Verify your Stripe account is fully verified (no pending requirements)
- Check your bank account details are correct in Stripe
- Look for any failed payout notifications in Stripe Dashboard
My Stripe account shows 'Pending Verification'
- Log in to Stripe Dashboard at stripe.com
- Check for any pending verification requirements
- Upload any requested documents (ID, business verification)
- Verification usually completes within 1-2 business days
- Contact Stripe support if it's been more than a week
A customer says their payment failed
- Ask them to check their card details are entered correctly
- Suggest they try a different payment method
- Their bank may have blocked the transaction—they should contact their bank
- The issue is on the customer's side, not your gym's side
I see a refund I didn't initiate
- Customers have a 24-hour refund window after booking
- Check if the customer requested a cancellation
- Refunds within the policy window are automatic
- Contact support@ftnss.fit if you believe this is an error
My payout amount seems wrong
- Remember: you receive your net rate, customers pay fees on top
- Check the Transaction History for a detailed breakdown
- Refunds and chargebacks will reduce your payout
- Export your transactions to verify the math
Understanding Payout Timing
Payouts aren't instant. Here's why:
1
Booking happens
Customer purchases a pass
2
10-day hold
Funds are held to cover potential refunds and disputes
3
Payout scheduled
Based on your schedule (weekly or monthly)
4
Deposited to bank
Usually 2-3 business days after payout initiates
When to Contact Support
Reach out to us if:
- Your payout is more than 7 days overdue from expected date
- You see transactions you don't recognize
- A refund was processed that you didn't authorize
- You can't access your Stripe account
- You've tried the solutions above and still have issues
Contact us: support@ftnss.fit