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Known Issue: Late-Cancelled Sessions Showing as "Cancelled – No Charge" Instead of Funded

[Known Issue]: Late-cancelled sessions are showing as "Cancelled – No Charge" instead of being charged/funded

Status: Investigating Affected: Trainer App, Client App — clubs using a late-cancellation (e.g., 24-hour notice) charge policy Last updated: 2026-08-26

Some clubs are seeing sessions that a member canceled inside the club's late-cancellation window (commonly a 24-hour notice policy) show up with a status of "Cancelled – No Charge" instead of being charged/funded the way the club's policy expects. This article covers that specific pattern. If instead you're seeing a count mismatch between Enhance and MOSO, or sessions/packages that a member paid for not appearing at all, see the related articles below — this is a separate issue.

Symptoms

  • A member late-cancels a session — with less than the club's required notice (reported as less than 24 hours) — and the session status shows "Cancelled – No Charge" instead of being charged per the club's late-cancellation policy.
  • This has been reported as happening repeatedly for the same member (two separate late cancellations, same client, both showing no charge).
  • It has also been reported for multiple clients under the same trainer on the same day, discovered when the trainer reviewed their calendar the next morning and realized neither cancellation had been charged.
  • Reported from both the Trainer App (trainer noticing on their calendar) and the Client App (reported on the member's behalf).

Cause

Not confirmed. The ticket data available does not include a documented root cause or a confirmed fix from engineering — see Publishing Notes. It is not yet established whether this is a policy-configuration issue (e.g., the club's late-cancellation charge window/policy not applied correctly to certain sessions), a syncing/timing issue similar in spirit to other funded/unfunded discrepancies, or something else.

How this differs from the "sessions showing as unfunded / counts don't match MOSO" issue: that issue is about session or package counts disagreeing between Enhance and your POS/back-office system (MOSO), or a client's overall funded-session count/icon looking wrong. This issue is narrower: a specific, individual late-cancellation is not being charged the way the club's cancellation policy says it should be — the session's own charge status is wrong, independent of any MOSO count comparison. Treat them as separate reports.

Workaround

No confirmed workaround or self-service fix is available. Every case in the source data required reporting the specific session to Enhance Support rather than being resolved by club staff directly.

If you see this:

  1. Note the exact details for the affected session(s): member/client name, session date and time, trainer name, and club/location.
  2. Confirm the cancellation actually fell inside your club's late-cancellation notice window (e.g., canceled with less than 24 hours' notice) before reporting — this issue is specifically about cancellations that should have been charged per policy but weren't.
  3. Send these details to Enhance Support. Support has indicated they need concrete examples (member, session, date/time) to investigate the pattern — reporting a general "this happens sometimes" note without a specific session on file is unlikely to move the investigation forward.
  4. Enhance Support will need to manually review/correct the individual charge status; there is no evidence in current cases of an automatic correction.

Fix Timeline

No fix timeline has been confirmed. As of the most recent report in this data (2026-08-11), this was still an open pattern being tracked case-by-case rather than a resolved bug — treat this as an active known issue, not a resolved one.

Updates

  • 2026-06-29 – 2026-08-11: Multiple reports of late-cancelled sessions not being charged, across both Trainer App and Client App, submitted by different clubs. No documented root cause or permanent fix in the reviewed tickets.
  • This article will be updated once a confirmed cause, fix, or reliable workaround is available. Support/SME: please update this entry with the outcome once known (see Publishing Notes).

Still Having Issues?

If a late cancellation isn't charging correctly, don't try to manually re-charge or re-cancel the session yourself. Contact Enhance Support with the member name, session date/time, trainer name, and club/location so the specific case can be logged and investigated.

Related Articles

  • Sessions Showing as Unfunded / Counts Not Matching Between Enhance and MOSO (count-mismatch issue — different from the per-session charge issue on this page)
  • Fix: Purchased Sessions or Packages Not Showing Up