--- title: Why are credits or charges not added to a meeting? | Zapfloor's FAQ description: A case of customers having credits or free hours left, but still there are paid orders created for their reservations. Let's investigate. Why are credits/charges not added to a meeting room order? Wha --- [Skip to content](https://support.zapfloorhq.com/knowledge-base/why-are-credits-or-charges-not-added-to-a-meeting-zapfloors-faq#main-content) English Show submenu for translations [Contact us](https://support.zapfloorhq.com/knowledge-base/kb-tickets/new?hsLang=en) ![Avatar 8-1.png\]](https://support.zapfloorhq.com/hs-fs/hubfs/Avatar%20%208-1.png?height=40&name=Avatar%20%208-1.png) - [Default HubSpot Blog](http://blog.zapfloorhq.com/) - zapfloor Open main navigation Close main navigation - [Default HubSpot Blog](http://blog.zapfloorhq.com/) - zapfloor - English Show submenu for translations - [Contact us](https://support.zapfloorhq.com/knowledge-base/kb-tickets/new) - [Go to zapfloor.com](https://www.zapfloor.com/) [Go to zapfloor.com](https://www.zapfloor.com/) Hello. How can we help you? - There are no suggestions because the search field is empty. 1. [Help Center](https://support.zapfloorhq.com/knowledge-base?hsLang=en) 2. 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Let's investigate. ![](https://support.zapfloorhq.com/hubfs/Knowledge%20Base%20Import/static.intercomassets.comavatars2852902square_128pasfoto-1546420164-Jan-31-2024-12-21-36-5282-PM.jpg) Written by Kitty Updated over a week agoKitty **Why are credits/charges not added to a meeting room order?** What if credits are not applied, even though the customer has credits left in the overview. ​ The issue of paid meeting, with credits remains has two typical causes: 1. **The customer doesn't have credits, or ran out of credits** You can check this by going to the customer \> Settings \> Credits ​[Read all about credits here](http://8667366.hs-sites.com/knowledge/how-to-give-your-members-free-hours-credits-or-coins) 2. **The customer gets meetings for free** You can check this by going to the customer \> Settings \> Reservations \> Payment Type schould be **Add to invoice** ​ ​**As long is this is set to Free, no credits can be assigned and no orders will be created.** 3. The customer has **cancelled** a booking that was paid by credits AFTER this paid meeting was booked. So this means the credits were taken into account already. , When the customer books a meeting, credits are taken into account. When he books a second meeting, and he is out of credits, nothing will be taken into account, regarding credits. When the customer cancels the first meeting, the credits are available again, but credits are taken into account on the moment of booking, so they will not be applied on te 2nd booking and it seems like credits were not added without a reason. But there is a reason because on the moment of booking, he was out of credits. ​**You can review the cancelled bookings in the meetings overview per customer, using the filter on Cancelled. (screenshot below ⬇️)** ​ [![](https://downloads.intercomcdn.com/i/o/550605208/262fe6f9e23267708c113c3f/Image+2022-07-22+at+9.35.35+AM.jpg)](https://downloads.intercomcdn.com/i/o/550605208/262fe6f9e23267708c113c3f/Image+2022-07-22+at+9.35.35+AM.jpg) 4. These meetings are marked as **external**, in which case credits do not apply. You can check this if you open the meeting room in the calendar and look at the "external" toggle. ​ Credits are not taken into account for external meetings. You can use the toggle on the booking screen to set the meeting to internal before confirming the reservation. ​[Read all about the operator booker here](https://help.zapfloorhq.com/en/collections/491858-booking-a-meeting-room-for-operators?hsLang=en) 5. The setting **"Allow payment with free hours"** is not enabled for the meeting room, in My Center \> Meeting rooms 6. There could be an issue with the **pricing** that's set up for the meeting room, you can check in My Center \> Meeting rooms \> Pricing 7. In the meeting room settings, you can have the setting "**max hours per month**" enabled, which will block more than x amount of hours of credits applied to a certain meeting room. This could be the issue of why no additinal credits are applied. **The customer doesn't have credits, or ran out of credits** You can check this by going to the customer \> Settings \> Credits ​[Read all about credits here](http://8667366.hs-sites.com/knowledge/how-to-give-your-members-free-hours-credits-or-coins) ​ **The customer gets meetings for free** You can check this by going to the customer \> Settings \> Reservations \> Payment Type schould be **Add to invoice** ​ ​**As long is this is set to Free, no credits can be assigned and no orders will be created.** ​ The customer has **cancelled** a booking that was paid by credits AFTER this paid meeting was booked. So this means the credits were taken into account already. , When the customer books a meeting, credits are taken into account. When he books a second meeting, and he is out of credits, nothing will be taken into account, regarding credits. When the customer cancels the first meeting, the credits are available again, but credits are taken into account on the moment of booking, so they will not be applied on te 2nd booking and it seems like credits were not added without a reason. But there is a reason because on the moment of booking, he was out of credits. ​**You can review the cancelled bookings in the meetings overview per customer, using the filter on Cancelled. (screenshot below ⬇️)** ​ [![](https://support.zapfloorhq.com/hubfs/Knowledge%20Base%20Import/downloads.intercomcdn.comio550605208262fe6f9e23267708c113c3fImage+2022-07-22+at+9.35.35+AM.jpg)](https://downloads.intercomcdn.com/i/o/550605208/262fe6f9e23267708c113c3f/Image+2022-07-22+at+9.35.35+AM.jpg) These meetings are marked as **external**, in which case credits do not apply. You can check this if you open the meeting room in the calendar and look at the "external" toggle. ​ Credits are not taken into account for external meetings. You can use the toggle on the booking screen to set the meeting to internal before confirming the reservation. ​[Read all about the operator booker here](https://help.zapfloorhq.com/en/collections/491858-booking-a-meeting-room-for-operators?hsLang=en) ​ The setting **"Allow payment with free hours"** is not enabled for the meeting room, in My Center \> Meeting rooms ​ There could be an issue with the **pricing** that's set up for the meeting room, you can check in My Center \> Meeting rooms \> Pricing ​ In the meeting room settings, you can have the setting "**max hours per month**" enabled, which will block more than x amount of hours of credits applied to a certain meeting room. This could be the issue of why no additinal credits are applied. ​ Related Articles Credit system: How does it work? How to give credits to your customers? 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