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When a climber's balance doesn't cover the visit

They pay part from their Wall Pass balance and the rest by card, on their own phone. Usually all you do is wait for green.

3 min read

In short

  • Balance too low? They pay what they have and put the rest on a card, on their phone, straight away.
  • When the card goes through, the row turns green: Active, with a code. Let them climb then.
  • Only if they closed the card screen: find the Pending row and press Request payment.

A climber whose balance is short can still check in. They use what's on their balance and pay the rest by card on their own phone, right after they check in. It's called a split payment. Most of the time the desk does nothing: the row turns green by itself once the card goes through.

How a split payment moves along

Balance is short

They choose split payment

Then: They check in.
Pending

Paying by card

On their own phone

Then: Card goes through.
Active

Paid and checked in

Now they can climb

What you do

  1. Step 1: Wait for the row to turn green

    While they pay, the row shows Pending with Split Payment as the payment type. When it says Active with a code, they're paid and checked in. That's your cue to let them climb, not the moment they say "it went through".

  2. Step 2: If it stays Pending, press Request payment

    That means they closed the card screen without paying. Request payment puts the prompt back on their phone and the row changes to Awaiting payment. It doesn't charge anything by itself. Once they pay, the row turns green.

    The visits board with a pending split payment row and its Request payment button
    A split payment the climber didn't finish. Tap to enlarge.
    • 1Request payment. Only needed if they closed the card screen without paying.

Video coming soon: Handling a split payment, about 2 min.

Common questions

I pressed Request payment by mistake.

No harm done. No money moves until the climber pays. If they never pay, the row just stays where it is and nothing is charged.

Their card was declined.

They can try again from their phone. If it keeps failing, they can top up their balance and check in again as a normal visit. The unpaid split row stays on your board, charges nothing, and can be left alone.

The row is stuck on Awaiting payment.

Their card hasn't gone through. Ask them to reopen the Wall Pass app. The prompt is waiting on the pass screen.

That's the end of this track. Back to help home.

Something here wrong, or missing? support@getwallpass.com