Introduction
In this article, you will learn how to manage and troubleshoot direct debit payment issues for enterprise accounts in Perfect Gym Software. This guide provides detailed instructions on handling common errors, reviewing payment statuses, and ensuring proper account setup for seamless transactions.
- This article will be helpful for PG Champions, Finance & Accounting Teams, Club Managers, Administrators, Support Agents
Before You Start
Ensure you have access to:
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Enterprise account billing settings
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Direct Debit payment provider configurations
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Member profiles and transaction histories
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Automation Center notifications (if applicable)
Fast Lane
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Navigate to PGM -> Finances -> Billing
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Select the affected Bill Run
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Review Transaction Statuses and identify rejected payments
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Access Member Profile -> Transactions to verify individual payment attempts
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Cross-check Direct Debit payment provider logs for failure reasons
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If needed, reprocess payments manually or request an alternative payment method
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Update member records and notify them using Automation Center
Instruction
1. Reviewing bill runs and identifying issues
To check for payment discrepancies, go to PGM -> Finances -> Billing. Select the most recent bill run and review transaction statuses.
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Pending - payment is awaiting processing.
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Failed - payment was rejected by the provider.
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Success - payment was processed successfully.
For failed transactions, click on the transaction to view the rejection reason.
Common direct debit payment errors & solutions:
| Error Message | Possible Cause | Solution |
|---|---|---|
| Insufficient Funds | The account does not have enough balance. | Contact the member and arrange an alternative payment. |
| Invalid Account Details | Incorrect bank details provided. | Ask the member to update their bank details and retry the transaction. |
| Bank Account Closed | The account is no longer active. | Request updated bank details or switch to another payment method. |
| Authorization Revoked | The member has revoked the debit authority. | Verify the member's authorization and request re-approval. |
Payment rejection codes are not always the same across providers. If you need help understanding a specific error, refer to your provider’s documentation or support team.
2. Checking Member Profile for payment issues
If a payment fails, access the member’s profile by navigating to PGM -> Clients -> Club Members.
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Go to the Transactions tab and check for failed direct debit transactions.
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Click on the failed transaction to view more details.
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If required, manually update the payment status or apply a correction.
3. Reprocessing failed direct debit transactions
To manually reprocess a payment:
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Go to PGM -> Finances -> Electronic Payments
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Select Generate new bookings
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Fill in the required fields:
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Club - select the correct club
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Provider - choose the payment provider
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Balance for date - set the balance cutoff date
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Click Generate and confirm the payment.
If a transaction fails again, it may be necessary to reach out to the payment provider or adjust member billing settings.
Automating Payment Issue Notifications
Set up automation rules in Automation module to notify members about failed payments.
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Configure an email/SMS template for payment failures.
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Include instructions on updating payment details.
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Schedule automatic reminders for overdue balances.
Hints
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Regularly check PGM -> Reports -> Billing to identify patterns in failed payments.
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Use Automation Center to send preemptive reminders before direct debits are processed.
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Enable System Notifications to receive alerts for large-scale payment failures.
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Cross-check with the payment provider for rejected transactions that may not be reflected in the system.
By following these steps, you can effectively troubleshoot and resolve direct debit payment issues for enterprise accounts, ensuring smooth financial operations in Perfect Gym Software.