If a customer cannot buy a package, cannot see one in their portal, or the package simply won't apply to a booking, the cause is almost always one of six things: the service doesn't match, the balance is empty or pending, the pet fails the service's eligibility, self-service is turned off, the account has fewer active pets than the package's Minimum pets, or the package was edited after purchase.

Every package holds a locked list of services it can be redeemed against. When you create a package, you choose which services it covers, and that list is fixed for every purchase.

Key point: Petboost requires an exact service match. A "5-Pack Group Class" package will not apply to a Private Session unless Private Session is also listed on the package. "Grooming" and "Bath and Brush" are treated as different services.

When you create a package, explicitly link every service you want it to cover. If you sell multiple variations (for example, a 30-minute and 60-minute class), decide whether both belong in the same package or should be sold separately.

A package balance goes through a few states, and each one blocks redemption in a different way.

Pending payment is the one that catches people out. A purchase sent as a payment link, or paid by bank transfer, shows Awaiting Payment on the package card, and its credits won't apply to bookings until it is paid. A payment link purchase activates when the customer pays the link. For a bank transfer, select Mark as Paid on the package card once the funds arrive. Card purchases, including a customer buying online, are available straight away.

A package cannot override a service's eligibility rules. If the pet fails the rules on the service itself (weight, age, breed, or required attributes), the service can't be booked, which means the package has nothing to apply to.

Common culprits: weight range (service set to 10kg, pet is 14kg), age (puppy too young for a vaccinated-only class), breed restrictions (common for specialty grooming), or attributes like "Desexed Only" daycare.

How to check: open the service's configuration, review the eligibility rules, then compare against the pet's profile. Either loosen the rule or book a different service.

Every package has an Enable Self-Service Purchase setting. When turned off, the package is hidden from the customer portal, but your staff can still sell it manually from the customer's profile.

If a customer says "I can't find the package you mentioned," this toggle is usually the reason. Check it in the package's settings.

A package can carry Minimum pets (Settings tab, at least 2). Only customer accounts with at least that many active pets can buy it. Below the minimum, the package is hidden from the customer portal and staff cannot sell it from the profile until a pet is added to the account. The check runs when the package is bought; archiving a pet later never touches an existing balance, and any eligible pet on the account can still redeem it.

If a one-pet customer can see or has bought a two-pet pack, the package has no Minimum pets set. Turn it on in the package's settings; existing balances are unaffected.

Edits to a package (adding or removing services, changing quantity, renaming) only apply to new purchases from that point forward. Existing balances keep the service list and quantity they were sold with.

This protects customers who bought in good faith. The trade-off: two customers with the "same" package name can have different eligible services, because one bought before a change and one bought after. If a package used to apply and now doesn't, open the balance record to see the exact services it was sold against.

When a package won't apply, run these checks in order:

The package's service list doesn't include Private Sessions. Edit the package, add Private Sessions, and save. The change applies to new purchases only; existing customers will need to buy a new package.

Check the package card for an Awaiting Payment badge. A payment link purchase activates when the customer pays the link. For a bank transfer, select Mark as Paid once the funds arrive.

The package's Enable Self-Service Purchase toggle is off. Turn it on in package settings, or keep it hidden and sell manually from the customer's profile.

The package was edited after the customer bought their balance. Existing balances keep their original service list. If you need to add a service for an existing customer, sell them a new package.

Still stuck? Contact support or click the "Get Help" button in your dashboard and we'll look at the specific balance with you.