Most surprises with fees and balances come from a few rules about how Certain works out the amount. Find your question below.

I added someone by hand and they got the old price

When you add or edit a registration in the admin, Certain uses the fee that was in effect on the registration's date, not today's fee. To charge the new price, end-date the old fee and add a new fee schedule instead of editing the amount.

My early bird fee didn't end

A fee schedule only ends when another schedule on the same item takes over. Add a second schedule that starts on the date the first should end. If nothing should be charged after that date, make the second schedule $0.

The Payment page didn't show

The Payment page only shows when the registrant has a balance due. If a test registration shows $0, check the fees on the attendee type and agenda items they picked.

I changed someone's attendee type and now they have a credit

Changing the attendee type can leave a credit for the old fee. Open the registration's Financials page, click Adjustment, and add a debit for the same amount.

The receipt lists the promo code more than once

Each time a registrant reopens the form, fees and promo codes are worked out again, and the receipt shows each pass. It doesn't mean the discount was applied more than once.

A promo code didn't apply the discount

If the discount comes from logic, the logic rule needs a condition for that code. Check the rule's conditions.

Agenda items, rooms or promo codes disappeared from an unfinished registration

An incomplete registration only holds its items for a set number of minutes after the registrant last changed it. After that, agenda items, attendee types, rooms and limited promo codes go back into inventory. You'll find the setting under Configure > Options.

A refund to Pay.gov failed

Pay.gov doesn't allow a refund to the same card on the same day as the charge. Try the refund again the next day.

Next step: Still not adding up? Contact Certain Support with the event code and registration code.