Common Billing Discrepancies and Payment Issues in Enhance

Club staff and members run into a handful of recurring billing situations — a charged amount that doesn't match the package price, a refund or chargeback that isn't reflecting correctly, or a payment error when processing a sale. Here are the most common ones, what they mean, and what to send Enhance Support so they can investigate.

Note: None of the source tickets for this article show a documented in-app self-service fix for these situations — every case required Enhance Support to investigate or reconcile the account. If a self-service option exists for any of these (e.g., changing a charge date in Manager Suite), that has not been confirmed here and should be verified before this article is published (see Publishing Notes).

A member was charged a different amount than their package price. What do we do?

Report it to Enhance Support with the member's name/ID, the package name and price, the amount actually charged, and the date of the charge. This has been reported for Personal Training packages (e.g., a $576.00 PT package charged at $580.00) and typically surfaces when an internal accounting review catches the mismatch.

The source tickets don't show a confirmed cause (e.g., tax, proration, a fee, or a data error) — Support needs to investigate case by case.

We processed a refund in Enhance, but it isn't showing as refunded — even though it shows correctly in Stripe. What do we do?

Report it to Enhance Support with the member's name, the refund amount, and the billing date the refund applies to. This is a known pattern where Enhance and Stripe can get out of sync after a refund is processed, and it requires Support to reconcile the two systems on the back end.

We received a chargeback/dispute in Stripe, but Enhance still shows the member's sessions as available instead of locking them. What do we do?

Report it to Enhance Support with the member's name/ID, club, the disputed charge date and amount, and the session package involved. Enhance is expected to reflect a Stripe dispute as a "locked dispute" and stop showing sessions as available — if that isn't happening, it needs to be reported so the account can be corrected and the dispute outcome handled correctly.

Can we change a member's charge/billing date (e.g., move it earlier so they can start sessions sooner)?

Contact Enhance Support with the member's name/ID and the requested new date. The source ticket for this was a brief request routed to Support rather than something staff resolved themselves in Manager Suite, so this article does not confirm whether changing a charge date is self-service or requires Support — flagged for verification (see Publishing Notes).

A member's payment declined, but the trainer app still let sessions be scheduled/serviced. Also, the member was able to freeze their account despite being past due. Is that expected?

This has been reported as a gap: when a payment declines, the account isn't always frozen automatically, which can allow funded-looking sessions to still be scheduled, and can also allow a past-due member to place their own account on freeze. Report specific instances to Enhance Support with the member's name/ID and the date(s) involved.

This is flagged for Product/Engineering verification — the source ticket asks Enhance directly "is there a way to prevent this," and no confirmed answer or fix is documented in the source data. Do not state a fix or timeline to customers until this is confirmed.

A member couldn't cancel their subscription in the Client App, and we can't cancel it from Manager Suite either. What do we do?

Report it to Enhance Support with the member's name/ID, the club, and the date the member attempted to cancel. The source ticket shows both self-service (Client App) and staff-side cancellation blocked at the same time, with no documented workaround — this needs to be handled by Support directly.

We're seeing "Error while processing recurring payment – ABC message: Commissions are required" when processing a sale in Enhance. What does this mean?

This error has been reported when processing a sale/recurring payment through the Client App at the point of sale, and has forced at least one club to process sales through ABC directly instead of through Enhance. Report it to Enhance Support with the club location, the date/time, and a screenshot of the error if possible.

The source ticket doesn't show a confirmed root cause or fix — flagged for Engineering/Support SME verification before publishing guidance on what "Commissions are required" actually means or how to resolve it.

A member needs a refund because the gym was closed for an extended period. How do we request that?

Report the request to Enhance Support with the member's name/ID and the dates the club was closed. The source ticket does not include Enhance's refund policy for club closures — do not tell a customer a refund is guaranteed or state specific refund terms until Finance/policy confirms them (see Publishing Notes).

What information should we include when contacting Support about a billing issue?

To help Support investigate efficiently, include:

Member name and/or member barcode and/or email
Club (location)
Trainer (if the issue involves a PT package or session)
The charge/transaction date and amount
A screenshot of any error message, if one appeared

Common Billing Discrepancies and Payment Issues in Enhance: What to Check and How to Get Them Fixed