Sometimes a membership subscription is created in Stripe, but it does not show as active for the correct member in AllBooked. This happens when Stripe creates (or uses) a different Stripe Customer record than the one AllBooked is linked to for that member.
This guide explains:
Quick summary
If a membership was created directly in Stripe (Dashboard, Payment Link, etc.), it may not link back to the correct member in AllBooked. The recommended fix is:
Cancel the Stripe subscription that was created outside AllBooked
Recreate the membership through AllBooked so it links to the right member and applies membership access and rules correctly
Moving on, always handle future membership subscriptions directly in AllBooked
Why mismatch happens
AllBooked links each member to a specific Stripe Customer in your Stripe Connect account. When a membership is created outside AllBooked, Stripe can create or use a different Stripe Customer record (even for the same email). When that happens:
AllBooked cannot confidently match that Stripe subscription to the correct member
Membership access and rules in AllBooked may not apply to the intended person
These mismatches cannot be resolved by using our “Sync from Stripe” functionality in AllBooked
Common causes
Creating a subscription directly in the Stripe dashboard
Sending a Stripe Payment Link for a membership (instead of using AllBooked membership invite flows)
How to prevent mismatches
To keep memberships automatically linked and in sync:
Create memberships through AllBooked, not directly in Stripe dashboard
When you create a membership through AllBooked:
The subscription is linked to the correct member record
Membership access and rules apply properly
Admin and member notifications are sent as expected
Where you’ll see mismatch information
You may see this issue in one or more places:
1. Email notification from AllBooked informing you a membership was created in Stripe but is not linked correctly.
How to fix mismatches
Before you start
Have these ready (you can usually find them in the mismatch email):
Intended member email
New Stripe Customer ID created in Stripe (if available)
AllBooked-linked Stripe Customer ID (if available)
Stripe subscription ID (if available)
Case 1: The member exists in AllBooked and already has a Stripe Customer ID
What you’ll see
AllBooked has a Stripe Customer ID on file for the member
Stripe created or used a different Stripe Customer ID for the membership subscription
Result: membership will not show as active for the correct person in AllBooked
Recommended fix
Step 1: Cancel the Stripe subscription that was created outside AllBooked
In Stripe, open the subscription that triggered the mismatch
Cancel it so it does not continue billing under the wrong Stripe customer
Optional: Refund
If the member was charged on the cancelled subscription, refund that payment to avoid double charging
If no payment has been captured yet (for example trialing), a refund may not be necessary.
Step 2: Recreate the membership through AllBooked
You have two good AllBooked options depending on your workflow:
Option A: Send a membership invite link (member completes checkout)
Use this when you want the member to purchase the membership themselves.
In AllBooked, go to Users
Click "Send invite link" button at the top
Select the membership tag to determine what plan you want your customer to purchase
Copy the unique invite link that is generated.
Share the link directly with users and they will be able to complete a checkout through AllBooked. Once membership is purchased, they will be automatically linked to relevant membership tag.
Option B: Assign membership manually (admin-initiated, charges immediately)
Use this when you want to start the membership immediately and charge the saved payment method.
Go to Users
Find the member
Select "Manage membership" from the dropdown
Click "Assign membership"
Select a membership tag for the membership you want to assign
Click "Save & charge"
The member completes checkout in AllBooked
Important: Assigning a membership will charge the member immediately, apply the membership tag, and notify relevant parties. This option is only available if intended member has a saved card on file.
Case 2: The member exists in AllBooked but has no Stripe Customer ID yet
What you’ll see
AllBooked finds a member with the same email
Intended AllBooked member currently has no Stripe customer ID linked
Stripe created a new Stripe customer and subscription outside AllBooked
Result: the membership is not linked in AllBooked
Why AllBooked does not automatically link it
To keep memberships consistent, predictable, and linked to the correct AllBooked member record, memberships should be created through AllBooked.
When a membership is created outside AllBooked, AllBooked cannot reliably confirm it should link that Stripe customer to the member record automatically.
Recommended fix
Step 1: Cancel the Stripe subscription created outside AllBooked
In Stripe, locate the subscription and cancel it to stop billing under the outside flow
Optional: Refund (only if needed)
If the member was charged, refund to avoid double charging
Step 2: Send membership invite link through AllBooked (recommended)
In AllBooked, use the membership invite flow:
In AllBooked, go to Users
Click "Send invite link" button at the top
Select the membership tag to determine what plan you want your customer to purchase
Copy the unique invite link that is generated.
Share the link directly with users and they will be able to complete a checkout through AllBooked. Once membership is purchased, they will be automatically linked to relevant membership tag.
This ensures:
The member is linked correctly in AllBooked
The membership tag and access rules are applied properly
Everything stays in sync moving forward
Case 3: You created a Stripe subscription but the member does not exist in AllBooked
What you’ll see
A membership subscription exists in Stripe for an email
There is no member in your AllBooked venue with that email
Recommended fix
Step 1: Cancel the Stripe subscription created outside AllBooked
Cancel it in Stripe to prevent a subscription that is not linked to AllBooked membership access and rules
Optional: Refund
Refund any payment that was captured, if appropriate
Step 2: Create the member and membership through AllBooked
Use a flow that creates the account and starts the membership through AllBooked:
In AllBooked, send a membership invite link to the member’s email
The member creates their AllBooked account (if needed) and completes membership checkout
AllBooked activates the membership and applies the correct membership access/rules
FAQ
Can I just move the subscription to the correct Stripe customer?”
Can I just move the subscription to the correct Stripe customer?”
In most cases, subscriptions created under one Stripe customer need to be cancelled and recreated under the correct customer to align with AllBooked’s member mapping.