Walla gives your team the tools and safeguards to monitor for duplicates — but we believe ownership of billing accuracy belongs with the studio, not the system. That includes reviewing client plans regularly and following up when something looks off.

Preventing Duplicates Through Warnings and Visibility

We understand it can be frustrating when a client ends up with multiple active plans — especially if it leads to billing issues or refund requests. But Walla does not block clients from purchasing a plan they already have, and that’s intentional.

Here’s why:

In many cases, buying a second plan is valid and intentional
Blocking these transactions would risk disrupting real sales, frustrating clients, and introducing friction into the booking or checkout experience
Every purchase is made with full visibility and confirmation — we surface active plans, show warnings, and provide reporting tools so clients and studios can make informed decisions

Our Intentional Approach

Instead of preventing these purchases, we’ve designed Walla to strike a balance between flexibility and control:

Clients are warned:
When they try to buy a plan they already have, they’ll see:

“It looks like you already have this plan on file. See details.”

Plans are shown during booking:
If a client has multiple plans that can pay for a class, each one appears clearly on the class tile. This means the client is actively bypassing what’s available to them — they’re not being misled or charged by mistake.

Studios have visibility:
You can monitor all plan activity using the Recurring Plan Payments and Active Plans reports, and investigate any account via the client profile.

What Clients See When Purchasing a Duplicate Plan

If a client tries to purchase a plan they already have — either during class booking on the Class Schedule Widget or directly from your Plan Widget — they’ll see:

“It looks like you already have this plan on file. See details.”

Clicking “See details” brings them to their profile to view all currently active plans
If they move forward anyway, the system allows the purchase
During class booking, if multiple plans are available that cover the class, Walla shows them directly on the class tile — meaning the client is actively choosing to buy another plan rather than using what’s already available.

⚠️ This means the client is not missing their existing plan — they’re bypassing it.

Monitoring for Duplicate Plan Purchases

Walla gives you multiple ways to proactively monitor for clients who have more than one plan on file — whether it’s the same plan purchased twice or different recurring plans stacked on one account.

You can check this on an individual client level or run broader spot checks using reporting tools. Below are three ways to identify and manage duplicate or overlapping plans.

Using the Active Plans Report (for bulk monitoring):

If you want to perform a spot check to see if any of your clients have multiple plans on their account you can use the Active Plans Report. This report can be used to spot check plans in all states, not just active plans.

From the main navigation menu under Reports select Active Plans
Choose Pending, Active, and Paused for the plan statuses
From the Plans drop-down, select only your recurring plans
Sort by the column titled Clients
If you see a client's name listed more than once, then that means they have multiple active plans under their profile

On an Individual Client Profile

Go to Clients and open the client’s profile
Click on the Plans tab
You’ll see a full list of their active, paused, and historical plans — including plan name, status, start date, and billing info
From there, you can confirm if they’ve purchased one plan multiple times or have different plans active

Recurring Plan Payments Report

Navigate to Reports > Recurring Plan Payments
Look for a client’s name appearing multiple times — this indicates they have more than one plan on file

Why Walla Doesn’t Block Duplicate Purchases

Preventing duplicates entirely would risk blocking real, intentional sales — and could cause confusion for clients trying to act quickly. Instead, we:

Warn clients before purchase on the Widget
Display all plans during booking
Give you reporting tools to monitor plan activity and spot any issues

This strikes the right balance between studio flexibility, client autonomy, and financial visibility.

Common Scenarios That Lead to Duplicate Plan Purchases

It’s important to recognize that instances of clients being double charged are not typically caused by a system error or product flaw. More often, they result from individual client choices, misunderstandings about how plans work, or specific booking behaviors.

Here are some common scenarios that can lead to duplicate plan purchases:

Their plan was paused, and instead of contacting the studio to resume it, they purchased a new one
A staff member sold or assigned an additional plan, creating an unintended overlap
Their payment failed, and instead of updating billing, they started a new plan from scratch
They misunderstood pause restrictions and assumed a new plan was needed to access bookings
The original plan wasn’t configured to pay for the service they were booking, so it didn’t appear at checkout
They booked before the plan’s official start date (for plans that begin on first visit), and didn’t realize the plan wasn’t yet active
They used all allowed passes on a limited recurring plan and purchased another, thinking the plan was expired or inactive

Best Practices to Prevent These Scenarios

Review the Recurring Plan Payments report weekly to proactively catch overlaps
Train staff to check the Plans tab on a client’s profile before selling or assigning new plans
Use the Upcoming Payments report to catch potential billing conflicts or unintended renewals early

Visibility Is There

Regardless of the situation, clients are never completing these actions blindly:

They see all eligible plans on the class tile at the time of booking
They receive a duplicate plan warning before completing a second purchase
In this case, the client made the purchase and successfully booked through the widget — which confirms they saw the plan options and chose to proceed

Preventing and Monitoring Duplicate Plan Purchases