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

Most Common Causes

• Payment has not been manually recorded for payments that happen outside of Octiv.
• 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 incorrectly allocated Payments
Navigate to Accounts >> Payments and look for payments for the member. If found:

1. Note the invoice that the payment has been allocated to
2. Correct this by going to the invoice removing the payment and re-adding it to the correct invoice.

Step 2 — Remove and Re-record the Payment
If the payment was recorded but the invoice still shows unpaid:

1. Click into the invoice for a detailed view.
2. Delete 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.