Subscription Not Charging

First check whether a payment should be due. Some subscriptions do not charge every month, and some are kept for record-keeping when payment happens outside Kanri.

Check the subscription setup

1. Open the member’s subscription and confirm its status.
2. Check the Start Date and First Payment Date. A subscription scheduled to start in the future will not be due yet.
3. Open the billing plan and confirm the subscription’s actual price type, amount, and interval.
4. Check the next payment date and the subscription’s past and upcoming payment history.
5. Confirm whether an eligible automatic payment method is attached. Card and bank methods can be collected automatically; cash, terminal, checkout, and manual types do not attach a saved method for scheduled collection.

The plan’s Trial Plan label is not, by itself, a payment schedule. Check the subscription dates and price type rather than assuming a trial label postponed a payment.

Without a saved payment method, a due subscription payment can remain an upcoming schedule record without an invoice. A staff member can open the upcoming record and use Invoice Now to create an invoice for another payment method. If the plan auto-sends a contract, Kanri also waits for the contract to be signed before creating the scheduled invoice.

Check the price type

• Ongoing prices repeat on their configured interval.
• Paid in Full is one payment for a defined term, not a recurring monthly charge.
• Fixed Term repeats for its configured number of payments and then ends.
• Scholarship is a zero-payment price.
• Session Block sells blocks of sessions. If auto reload is configured, Kanri creates another block when its chosen reload condition is met.
• Per Session charges based on session usage. With Immediate billing, a recorded session is charged as used; with Cycle billing, usage is collected for the configured billing cycle.

If you expected a monthly charge from a paid-in-full, scholarship, session-block, or per-session price, the subscription may be working as configured.

Check payment history and retries

If a payment was due but did not complete:

1. Open the payment history and inspect the latest payment status and related invoice.
2. If it is processing, wait for the final result before retrying.
3. If it failed, review the message, verify the member’s payment method, and follow Failed Payments.
4. Check Settings → Behaviors → Billing Notifications for the school’s subscription retry schedule.

Kanri’s automatic retry schedule applies to open subscription invoices. Do not assume Stripe is independently retrying a payment.

Escalate with the right details

If the dates, price type, and payment method look correct but no payment was created, note the subscription, expected due date, and recent payment history before contacting Kanri support. For a payment that appears to have succeeded but is not in the bank, review Payouts; charges and payouts are separate.