If your billing looks wrong, 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.
Credits are only generated for the current and next month
If you're checking a member or company profile and only see credits for this month and next month, this is expected.
The system generates monthly credits only 2 months in advance, even if the credits are set to renew for longer. This does not mean credits are missing.
Example:
In August → you see August and September
In September → you see September and October
An exception here is credits that are not renewed monthly and are available until used up.
Booking is charged even though the member has credits
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:
Resource types
Resource Rates
One-off plans
Open the member or company profile in the Flex Admin Portal and check:
What the credits apply to
Whether the booked resource is included
2. Are the credits valid for that date?
Credits are tied to the month of the booking, 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.
Booking made in advance is not paid with credits
If a booking is created 2 or more months ahead, it may not use credits right away. Here’s what happens:
If the company or member has recurring monthly credits:
The booking stays unaccounted until the month before the booking.
When the month before the booking begins:
If credits apply to the resource → the booking is covered by credits
If credits don't apply to the resource → a booking fee is generated
If the company or member does NOT have recurring monthly credits:
The booking is charged in currency.
This is expected behavior because credits are only generated for up to 2 months in advance.
A company or a member has credits, but is still charged
If a company or a member is charged in currency even though they have available credits, it usually means one of the following:
Credits do not apply to that resource or resource rate
Credits are for a different month
Credits have already been used
Credits were used by another member (see below ↓)
Credits are shared across all company members
If credits are assigned to a company:
All members use the same shared pool
Credits are not per person
For example, if Company X has 5 members and receives 20 credits each month, these credits can be used by anyone in the company. 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 on the next day, they are gone. This happens because another member used them first.
To check whether this was the case:
Open the company profile.
Go to the Credits section.
Check usage across all members and see who used the company's credits.
Credits were added after bookings were already made
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.
Credits don't reflect recent changes
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.
To update existing memberships, contact support for a bulk update.
How to verify everything is working correctly
When something looks off, run this quick check:
Open the member or company profile
Review the Credits tab:
Type (monthly or one-time)
Validity period
Applicable resources and rates
Open the booking:
Check the booking date (which month it falls in)
Check whether credits apply to that resource
If needed, manually re-account the booking
Key things to keep in mind
Credits apply to the month of the booking, not the booking date.
Credits must be set to apply to the specific resource type and resource rate.
Credits are shared among all company members.
Future bookings will not use credits until the month before the booking.
Existing bookings are not updated automatically when credits are added.