The short version
Start with the exact public page and client account involved. Check whether the session is published, in the future, within its booking window and has capacity; then check product eligibility and the original payment before retrying anything.
If a payment looks unsuccessful
Do not immediately ask the client to pay again. First open the original sale or booking in Junocal and check the connected Stripe account for a matching charge. Browser interruptions can hide a successful result from the client even when the processor accepted the payment.
A succeeded charge should not be repeated.
A processing payment may need time to reach a final state.
A failed payment should show a processor reason or a clear next step.
A missing charge can be retried only after you have confirmed it was never created.
Send useful context to support
Open Help & feedback from the page where the problem occurred. Include the client email, class or booking name, approximate time, what you expected and what appeared instead. Do not include passwords or full card details.
Juno automatically attaches the current app path and studio context. The question becomes a support thread in Junocal, and the team can reply to the account email.
Answers before you get stuck
What should I check when a client cannot see a class?
Check the exact public link, publication state, date and timezone, booking window, capacity and any membership or intake eligibility rule.
Should a client retry a payment if the confirmation page did not load?
Not until you check the original Junocal sale and Stripe for a matching charge. A browser interruption can occur after a successful payment, and retrying could create a duplicate.
Did this guide solve the problem?
Make the change, or ask with your account attached
Open the relevant Junocal screen now. If your question depends on a particular client, payment or class, Juno can send it to the support inbox with the page and studio context included.