Why is a paid invoice still showing as unpaid or outstanding?

Most Common Causes • The payment was recorded but not matched to the correct invoice. • A data sync delay between the payment processor and Octiv. • A partial refund was processed (Stripe-specific known issue). Step 1 — Check for Unallocated Payments Navigate to Accounts >> Payments and look for unallocated payments for the member. If found: 1. Click the payment to open its detail view. 2. Click Allocate or Match to Invoice . 3. Select the correct invoice from the member's account. Step 2 — Remove and Re-record the Payment If the payment was recorded but the invoice still shows unpaid: 1. Click into the payment record on the invoice. 2. Delete / remove the payment record. 3. Re-record the payment with the correct amount and date. 4. Confirm the invoice now shows as Paid. Partial Refund Bug (Stripe) When a partial refund is issued on a Stripe invoice, the invoice may continue to show as 'partially open', which can block the member from making further bookings. Workaround: manually enrol the affected member into classes from the admin. Contact Octiv Support to have the invoice corrected on the backend.