If a member is being charged instead of using credits, or credits seem to disappear or not show up, you're not alone. Booking credits follow specific rules around timing, availability, and scope, and most issues come down to how those rules apply in a given situation.

This article walks through the most common cases so you can quickly understand what's happening and what to check.

If you check a member or company profile and only see credits for this month and next month, this is expected.

On the 1st of each month, the system generates credits for that month and for the next month, even if the credits are set to renew for longer. This does not mean credits are missing. For example, on September 1, the system generates September's credits and October's credits. The system generates November's credits on October 1.

The 2 months have different statuses. The current month's credits are 'Valid' and can be spent. The next month's credits are 'Pending' and cannot be spent until that month begins.

Credits that are not renewed monthly are the exception. A one-time allocation stays available until it is used up, even when the Credits tab does not show that month.

If a booking is paid with currency instead of credits, check the following:

1. Do the credits apply to this resource?

When you add credits to a company or member, you make them applicable only to specific:

Open the member or company profile in the Flex Admin Portal and check:

2. Are the credits valid for that date?

Credits are tied to the booking month, not when the booking was created. If the booking is for a different month, credits from another month will not apply.

3. Have the credits expired?

If credits have a validity period, they may no longer be usable for that booking date. Open the company or member profile to check when their credits expire.

If a booking is created for the month after next or later, it does not use credits right away. What happens depends on whether the company or member has recurring monthly credits.

With recurring monthly credits, the booking waits:

Here are some additional notes to keep in mind about bookings by members with recurring monthly credits:

Without recurring monthly credits, the system accounts for the booking immediately and charges it in currency.

A booking in the current month or the next month is accounted for at the time of booking, regardless of which of the scenarios outlined above applies. Available credits are applied straight away.

A booking that waits for available credits shows the date until which it stays 'Not Accounted'. The member sees the same date in the Booking Summary on the Member Portal.

If a company or a member is charged in currency even though they have available credits, it usually means one of the following:

If credits are assigned to a company:

For example, if Company X has 5 members and receives 20 credits each month, anyone in the company can use these credits. One member could use all 20 credits, two members could use 10 credits each, or all five members could use 4 credits each.

This can lead to confusion. For example, a member may see available credits in their monthly allowance, but when they check again the next day, they are gone. This happens because another member used them first.

To check whether this was the case:

If a member makes a booking without any available credits, the member will be charged, and a booking fee will be generated. You might later decide to grant that member credits, but they won't automatically apply to the booking. Instead, you must manually reaccount the booking with credits.

Re-account a booking with credits →

If you update a Billing Plan, existing memberships do not update automatically, and companies and members won't receive the updated credit count.

If you update a Resource Rate, existing bookings won't be charged the new price or credited the new amount.

When something looks off, run this quick check: