FAQ about credits and prepaid cards
Here you find the questions studios ask most often about credits and prepaid cards. Each answer links to the page with the details.
Credit basics
What do you mean by credits? Credits are the balance on a prepaid card. Customers buy, for example, a 10-session pass with 10 credits and use it to pay for bookings. How many credits a booking costs is something you set in the offering under Payment types. See Prepaid cards and credits.
Can I call "Credits" and "Prepaid Card" something else? Yes, under Manager → Settings → General → Terminology in the Credit System section. The terms then apply in the Manager, on your booking page and in emails.
Where do I create a 10-session pass? Under Manager → Prepaid Card with New Package. The menu item carries your card name. See Create prepaid cards.
Do I have to set up a 10-session pass as a block or as a course? Neither. A 10-session pass is a package for a prepaid card. A block course is a fixed package of sessions that is booked as a whole.
Purchase and payment methods
I switched on payment on site, but it isn't offered when buying the card. Why? Each package has its own payment methods. Open the package, tap Edit and switch on Payment on site under Payment types. See Payment on site and bank transfer.
Only PayPal is offered at purchase, even though Stripe is connected. What's going on? Stripe isn't switched on in the package, Stripe is switched off under Settings → Payment methods, or the setup at Stripe isn't complete. Check all three places.
A customer paid in cash and can't use the card. Why? Cards bought with payment on site or bank transfer are locked until you confirm that the payment has arrived. You do this under Transactions with Mark as paid or on the card in the customer profile with Confirm payment received.
Does the customer get an invoice for their card? Yes, if a default invoice issuer is set up. With Stripe and PayPal at purchase, with payment on site and bank transfer as soon as you confirm the payment. See Invoices.
Which card is used first
Which card are the credits deducted from? From the matching card that expires first. Cards without an expiry date come last. See Which card is used first.
Can the customer choose the card themselves? No. The order is fixed.
Validity and expiry
When does a card expire? At 11:59 PM on the expiry day. How long a card is valid is something you set in the package in the Validity section. See Validity and expiry.
Does my customer get a reminder before their credits expire? No, there is currently no automatic reminder.
Can I extend a card? Yes, in the customer profile on the card with Extend validity. Extend it before it expires, because a card that has already expired currently doesn't become usable again by extending it.
Can I pause a card? Yes, with Pause Prepaid Card. During the pause, the customer can't book with it.
Cancellation
Does the customer get their credits back if they cancel? Yes. The credits go back to the card they were deducted from, with its expiry date.
Can I refund a purchase? Yes. You refund a purchase via Stripe or PayPal under Manager → Transactions with Refund. The money goes back, and the card is deactivated.
Subscriptions with credits
How do I set up monthly subscriptions? With the Credit Subscriptions addon: create a package with the type Subscription and choose Monthly in the Subscription section. See Credit Subscriptions.
Can a subscription be paid in cash? Yes. Switch on payment on site in the subscription package. Bookicorn then renews the subscription itself, and you mark each period as paid.
Can I cancel a customer's subscription? Not in the Manager. The customer cancels their subscription themselves in the customer app or in the customer area. If they want to take back a cancellation, you can reverse it in the customer profile under Subscriptions with Undo cancellation.
Vouchers and credits
Where can customers buy vouchers? On your booking page through the Vouchers block, with the Vouchers addon. See Vouchers, gift vouchers and discount codes.
How does a customer redeem a credit voucher? In the customer app or in the customer area under Redeem voucher code. The credits land in their account.
How does a customer redeem a value voucher? When paying, in the Voucher code field. The amount is deducted from the price.