# FAQ

> Quick answers for dropzone admins and staff: payments and declined cards, getting access, packages and schedules, email, USPA, and manifest, each linked to the full guide.

Source: https://ezdzskydive.com/docs/faq · Last updated: 2026-11-03 · Audience: DZ admins and staff · Support: door@ezdz.xyz

Short answers, each pointing to the full guide. Can't find yours? Press the search box or email door@ezdz.xyz.

## Payments

### How do I know if a customer paid?
Open the booking in **Bookings** and read the payment badge: green **PAID**, yellow **PENDING** (unpaid or deposit only), red **FAILED**, **REFUNDED**, or **CANCELLED**. Tick **Show unpaid** if you can't find the booking. See [Checking payments](https://ezdzskydive.com/docs/checking-payments).

### A customer says their card declined. What do I do?
EZDZ marks the booking **FAILED** but doesn't show the bank's reason. Open the failed payment in your Stripe Dashboard to see it (insufficient funds, expired card, bank block). Then have the customer retry from the payment link or use **Charge Balance** with another card. See [Checking payments](https://ezdzskydive.com/docs/checking-payments#a-card-declined).

### Where do I see my payouts?
In Stripe. Go to **Settings → Booking System Config → Payment Settings → Open Stripe Dashboard**, then **Payouts**. See [Stripe & payments](https://ezdzskydive.com/docs/stripe-and-payments).

### Why can't customers pay on my booking page?
Stripe probably isn't fully connected. Check **Payment Settings**: both **Payments** and **Payouts** should read **Enabled**. If it says **Pending verification**, click **Resume Onboarding**. See [Connect Stripe](https://ezdzskydive.com/docs/stripe-and-payments#connect-stripe).

### How do I charge a customer the rest of their balance?
Open the booking and click **Charge Balance**. If they changed packages, click **Edit Package** first. See [Bookings desk](https://ezdzskydive.com/docs/bookings-desk).

### How do I refund a booking?
Open the booking, click **Refund**, enter the amount and a reason, and confirm. Refunds return to the original payment method. See [Checking payments](https://ezdzskydive.com/docs/checking-payments#refunds).

### What does EZDZ charge?
Starter is $0 per month plus 4% per transaction. Pro is $199 per month plus 2%. Stripe's card processing is separate. You can pass the fee to customers. See [Stripe & payments](https://ezdzskydive.com/docs/stripe-and-payments#plans-and-fees) and [pricing](https://ezdzskydive.com/pricing).

## Access and accounts

### How do I get admin or staff access?
Create your account from the link your EZDZ contact sent, register at your dropzone, then ask your EZDZ contact (door@ezdz.xyz) or an existing admin to set your role. See [Account & access](https://ezdzskydive.com/docs/account-and-access).

### I was given a role but I don't see DZ Admin.
Sign out and back in. Roles load when you sign in.

### What do I enter for license and canopy if I'm staff and not a jumper?
License Number `00000` with **A License**, and canopy size `190`. Use your real weight with gear. See [Account & access](https://ezdzskydive.com/docs/account-and-access#staff-without-a-license-or-uspa-membership).

### Why isn't a new staff member in Manage Staff?
They need to create an account and click **Register at {Dropzone name}** first. Then they appear in **Settings → Manage Staff**.

## Booking page, packages, and schedule

### How do I close a day for weather or maintenance?
**Settings → Booking System Config → Schedule & Availability → Schedule Overrides → Add Override**, choose **Block Entire Day**, check affected bookings, and save. See [Schedule overrides](https://ezdzskydive.com/docs/booking-system#schedule-overrides).

### Why are times showing up twice on my booking page?
Two active schedule rows on the same day overlap. Fix the windows so they don't cross. See [Schedule and availability](https://ezdzskydive.com/docs/booking-system#schedule-and-availability).

### How do I offer a package only at certain times?
Edit the package and use **Restrict to specific times**. Don't add an overlapping schedule row. See [Pricing and packages](https://ezdzskydive.com/docs/booking-system#pricing-and-packages).

### How do I add a package or change a price?
**Pricing & Packages → Add Package** (or edit one), then **Save Configuration**. See [Pricing and packages](https://ezdzskydive.com/docs/booking-system#pricing-and-packages).

### How do I put the booking page on my website?
Copy the code from **Preview & Embed** and paste it into your site. See [Preview and embed](https://ezdzskydive.com/docs/booking-system#preview-and-embed).

### How do I reschedule everyone because of weather?
Select the bookings, click **Send Email** to tell them, then **Change Time**. See [Bookings desk](https://ezdzskydive.com/docs/bookings-desk#reschedule-customers).

### What does Max Bookings limit?
The number of people (not groups) who can book into one time slot on the booking page. It doesn't affect aircraft capacity. See [Schedule and availability](https://ezdzskydive.com/docs/booking-system#schedule-and-availability).

## Email

### Customers aren't getting confirmation emails.
Check that **Enable Email System** is on, run **Test Connection**, and send a test email. See [Email setup](https://ezdzskydive.com/docs/email-setup) and [Troubleshooting](https://ezdzskydive.com/docs/troubleshooting).

### Do I need my own email account?
Yes. Booking emails are sent from your SMTP account so they come from your dropzone. Gmail with an app password works well. See [Email setup](https://ezdzskydive.com/docs/email-setup).

## Jumpers, USPA, and manifest

### How do I verify a jumper's USPA membership?
**Fun Jumpers**, find the jumper, click **USPA**. See [USPA verification](https://ezdzskydive.com/docs/uspa-verification#verify-a-jumper-for-the-first-time).

### USPA says "No record found."
Check that the name matches their USPA record exactly (no nickname), then add their USPA member number or date of birth in the retry form. See [If it can't find them](https://ezdzskydive.com/docs/uspa-verification#if-it-can-t-find-them).

### Can I still manifest someone with an expired USPA membership?
Yes. It's a warning that staff and admins can override. See [What happens at manifest](https://ezdzskydive.com/docs/uspa-verification#what-happens-at-manifest).

### How do fun jumper tickets work?

One ticket is one credit, and one credit is one fun jump. A jumper's balance drops when you manifest them and is finalized when the load goes In The Air. See [Tickets and credits](https://ezdzskydive.com/docs/staff-and-jumpers#tickets-and-credits).

### A fun jumper can't manifest. It says they have no credits.

Either sell or add them a credit (**Fun Jumpers → Buy Credits**), or change how your dropzone runs credits. If you want people to fly now and pay later, turn on **Reconciliation Mode** so manifesting is never blocked. See [Choose how your dropzone runs credits](https://ezdzskydive.com/docs/staff-and-jumpers#choose-how-your-dropzone-runs-credits).

### How do I let jumpers fly now and pay at the end of the day?

Turn on **Reconciliation Mode** under **Fun Jumpers → Packages & Rates**. Unpaid jumps are tracked, and you collect them on the **Reconciliation** tab with cash or card. See [Reconciliation Mode](https://ezdzskydive.com/docs/staff-and-jumpers#reconciliation-mode).

### How do I put the load board on a TV?

Open the **Public Display** and click **TV Mode**, or go to your EZDZ app link followed by `/tv`, then make the browser full-screen. See [Public Display & TV mode](https://ezdzskydive.com/docs/public-display).

### I called a load by mistake.
Set the load back to **Manifesting**. See [Manifest & loads](https://ezdzskydive.com/docs/manifest-and-loads#call-the-load).

### Can I use ChatGPT or Claude with EZDZ?
Yes. See [AI assistants](https://ezdzskydive.com/docs/ai-assistants).