Hi, welcome to Quoox University.
Across this course, we’re covering frequently asked questions. And in this video, we’re gonna look at when members can’t add a payment card and specifically a common use case that seems to be that the system doesn’t recognise their postcode.
So first off, let’s have a look at the Quoox portal. We’re gonna go to my.quoox.com and we’re gonna check in on the member. Now, once you’re on our main dashboard to navigate to the members, we go to the left-hand side menu, we go to manage and we go to members. We’re gonna find the member in question, in this case, it’s our member Brenna. And to see what payment details have been attached we go to activities tab on the far right hand side. Okay?
Now what we can see here is that they’re currently a pay as you go member, but they have no payment methods attributed to their account. A little bit off-piste, but don’t forget that you can request a mandate for a direct debit, if you’re integrated with, GoCardless, which you should be, or you can add a card. Now, if they’re having an issue with their postcode, it might not work for you either.
So what we recommend is that Stripe validates the postcode against their database. Okay?
So, you can log into Stripe, find the member’s record that would have been created by Quoox when you integrate it anyway. Add the card directly through the Stripe interface, because that allows you to then bypass the address check. And then once the card’s been added, you’ll see it appear here in Quoox and I’ll show you what that looks like quickly. Once the card has been added, let’s go into Lucila for example, and go to activities. You’ll see that their card details are under their payment methods and it’s been added to the Quoox system.
So if your customer is having any trouble or your member is having any trouble with adding their card details, and a specific event it comes up that their postcodes not recognised or invalid, your advised that you go through Stripe directly, find their member record in Stripe, add their card details, which you can either do on their behalf if they’re happy for you to do so. Or if they’re coming into the gym, there may be you can pass them the tablet, or you can turn around your computer and get them to enter their card details directly there. And that will bypass the address check. T
hat will all load into Quoox and then you’ll see their payment method as a card addressed to that. I hope that’s made sense.
If you have any further questions, don’t hesitate to get in touch. You can log a support ticket, or you can have a look at support.quoox.com. And I look forward to seeing you on the next video. Thanks.