Use these checks, in order, when a rider's Stablecard can't pay for a lesson or a Pass doesn't unlock one. Changing a rider's cards needs Administrator or Instructor permissions.
Check that the Stablecard is still valid
This is the most common reason a Stablecard doesn't work: it can't pay for a lesson after its Valid until date, even with credits left.
Select Clients, open the rider and go to Cards > Stablecards. You see each card's credits left and Valid until date.
To extend a card, select the pencil on it, change Valid until and select Save.
You can also extend expired cards under Cards > Stablecards > Expired. See Give, edit or extend a rider's Stablecard.
Credits from a cancelled lesson are valid:
From a season lesson: until the end of the season.
From a lesson paid with a Stablecard: until that Stablecard expires.
From any other lesson the rider cancels: 1 month from the lesson's date.
From a lesson you cancel as the stable, if you give a credit: 3 months.
Check that the Stablecard has credits left
Each booking with a Stablecard uses one credit. Cards with no credits left move to Cards > Stablecards > Used. The rider can buy a new card, or you can add credits by hand to compensate the rider.
Check that the Stablecard's tags match the lesson
A Stablecard pays for a lesson when the lesson's Tags – limit buying includes All Stablecards or one of the card's own tags.
The card has no tags. A card with an empty Tags - Card is suitable to only pays for lessons with All Stablecards. On the rider's client card, select the pencil on the card and add one of the lesson's tags under Tags.
You fixed the card for sale, but riders' cards still don't work. Editing a card under Cards > Stablecards > Stablecards for sale doesn't change cards already sold. Edit the riders' own cards on their client cards.
A credit from a cancellation doesn't work. The credit gets the tags in the lesson's Cancellation card's tags. This is empty by default, so the credit only pays for lessons with All Stablecards. Add the right tag to Cancellation card's tags on the lesson's Edit tab, and to credits riders already have.
How tags work: Use tags to decide who can book and buy.
If a Pass doesn't unlock a lesson
A Pass gives the rider the tags in Tags - By purchasing the card the customer gets tags while the Pass is valid, and removes them when the Pass ends. Check these in order:
The Pass is still valid: Cards > Passes > Valid lists every valid Pass.
The Pass gives a tag the lesson accepts: compare the Pass's tags with the lesson's Tags – limit buying.
You added the tag to the Pass after riders bought it: editing a Pass for sale doesn't change Passes already sold. Add the missing tag to those riders in Clients. The tag is removed when their Pass ends.
Other situations
Open the section that matches what the rider describes:
If the card booked several lessons straight away
If the card booked several lessons straight away
When Use at once is on, buying the Stablecard books the rider onto the next available recurring lessons, and spare credits can be used later. To stop this, switch off Use at once on the card under Cards > Stablecards > Stablecards for sale.
If a rider can't buy a Stablecard while booking
If a rider can't buy a Stablecard while booking
On the lesson's Edit tab, Suitable Stablecards for this event lists the cards that can pay for the lesson. A card shown in red fits the lesson, but only riders with the right tags can buy it: check the card's Tags – limit card buying.
Still not working?
Message our team in the chat with the rider's name, the name of the Stablecard or Pass, and the lesson's name, date and time. Riders can find their own steps in Buy and use Stablecards.