A member still pays the old price

What you see

You changed a price and a member is still billed at the old amount.

Why

What is charged comes from the plan the contract points at, at the price that applies to this member in the billing month. These cases explain nearly every difference:

• The agreement is missing. If the new price applies to everyone who agrees, a member without agreement keeps paying the previous price. If they agree after the month has started, the new price applies only from the following month.
• The price applies to new members only. Whoever held the plan when the price was entered pays the previous price as long as they hold the plan without a break.
• The month has not started yet. A planned price applies only from its billing month.
• The member has an individual price. A negotiated price is a separate, non-public variant. A change to the public plan does not touch it.
• The invoice had already been issued. An issued invoice never changes again. The membership invoice goes out in advance for the coming month.
• The member is on a different plan. A price only applies to the plan you entered it on.

What you can do

1. Open the member record. Plan and price shows what the member pays, under which version, and whether an agreement is open.
2. If the agreement is missing, remind the member with Remind. If the new price should apply without agreement, choose Charge the new price. See Collect agreement to new prices.
3. If it shows an individual price, adjust it in the member record. See Set an individual price.
4. Check the plan's history for the month from which and the members to whom the new price was entered.
5. If the invoice has already been issued, do not correct it after the fact. Check the next one instead.

If that is not enough

If the app does something wrong: report the problem.