Managing Credits on Hold

Create, monitor, and manage prepaid credit balances for your customers.

Updated at February 16th, 2026

Table of Contents

Accessing Credits On Hold Understanding the Credits Table Searching and Filtering Creating a New Credit Viewing Credit Details Exporting Credit Data Monitoring Credit Health

Credits on hold allow you to set aside a prepaid credit balance for a customer. These credits can then be used by the customer, or by users you assign, to pay for program enrolments. This is particularly useful for organisations that prepay for training or receive credit as part of a refund, cancellation, or goodwill arrangement.

There are two types of credit:

Development Fund – a prepaid credit balance typically used for organisational training budgets. These credits are created manually and assigned to a primary owner.
Transaction Credit – a credit generated from a transaction, such as a refund or cancellation. These are linked to a source transaction and the original purchaser.

Note: to manage credits on hold, you must have the Finance or Finance Admin role.

This is managed via the user profile, under the Finance & Sales tab. For more information, visit our help article on Managing Sales and Finance Permissions.

Accessing Credits On Hold

Navigate to Sales & Finance in the left-hand panel, then select Credits On Hold.

The credits on hold section is organised into several views to help you monitor and manage credits effectively:

View	Description
Available Credits	Credits with a remaining balance that are still active. This is the default view.
At Risk	Active credits that may need attention, such as those approaching expiry with a significant remaining balance.
Top-Up Opportunity	Credits where the balance is running low and the owner may benefit from a top-up.
Expiring Soon	Credits that are approaching their expiry date and may need to be used or extended.
Expired for Action	Credits that have expired and require a decision on what to do with the remaining balance.
Fully Consumed	Credits that have been fully used. No remaining balance.
All Credits	A complete list of all credits, regardless of status or balance.
All Credit Transactions	A detailed log of every individual credit transaction across all credits.

Note: to manage credits on hold, you must have the Finance Admin role. This is managed via the user profile, under the Finance & Sales tab.

Understanding the Credits Table

Each credit displays the following information. You may need to scroll horizontally to see all columns.

Column	Description
Credit ID	A unique identifier for the credit (e.g. COH00000064).
Primary Owner	The name and email address of the person the credit is assigned to.
Credit Type	Whether the credit is a Development Fund or Transaction Credit.
Credit Amount	The original amount of the credit when it was created.
Credit Balance	The current remaining balance available to spend.
Percent Remaining	The percentage of the original credit amount still available. This can exceed 100% if top-ups have been added.
Last Used Date	The date the credit was last used for a transaction.
Created Date	The date the credit was created.
Created By	The user who created the credit.
Source Transaction	The source transaction ID, if the credit was generated from a transaction (e.g. a refund).
Expiry Action	What happens when the credit expires.
Status	The current status of the credit (e.g. Active).
Outcome	The outcome of the credit, if applicable.
Billing Entity	The billing entity associated with the credit.
Currency	The currency of the credit (e.g. AUD).
Allowed Users	Who is permitted to use the credit (e.g. Owner).

Searching and Filtering

Each view includes tools to help you find specific credits:

Search bar – search by credit ID, owner name, email, or other details.
Billing entity dropdown – filter by a specific billing entity.
Filter icon – click for additional filtering options.

Each view also displays the Total Available Credits amount at the top of the page, giving you a quick summary of the total balance across all credits in that view.

Creating a New Credit

To create a new credit on hold, click the Add Credit button in the top-right corner of the page. A form will appear with the following fields:

Field	Description
Primary Owner	Search for and select the user who will own this credit. This is the person the credit balance is held for.
Billing Entity	Select the billing entity this credit should be associated with.
Amount	Enter the credit amount in the billing entity’s currency.
Expiry Date	Set the date when this credit will expire. After this date, the credit can no longer be used.
Time Zone	Select the time zone for the expiry date (defaults to Australia/Sydney).

Click Save to create the credit. It will immediately appear in the Available Credits view with an Active status.

Viewing Credit Details

To view the full details of a credit, click the three-dot menu next to any credit and select View. The credit detail page has three tabs – credit details, users and change log.

Credit Details

This tab shows the credit summary and transaction history.

The summary panel displays the primary owner, current balance, original credit amount, who created the credit, the creation date, expiry date, and time zone. You can edit the primary owner and expiry date directly from this panel.

Below the summary, the Transactions section shows a detailed log of all transactions against this credit. Each transaction records the transaction ID, document number, user, date, type, debit amount, credit amount, and running balance.

Transaction types include:

Opening Balance – the initial credit amount when the credit was created.
Top Up – additional funds added to the credit balance.
Withdrawn Credit – funds used from the credit to pay for an enrolment or purchase.
Balance Refunded – funds returned to the credit balance, such as from a cancelled enrolment.

To add funds or make an adjustment, click the Add top up or adjustment button.

Users

This tab manages which users are authorised to use the credit on hold. Each assigned user has a spent limit, which controls the maximum amount they can spend from this credit.

The users table shows the user’s name, their spent limit, the amount they have used so far, the date they were assigned, and their status (Active or Archived).

To add a new user, click Assign User. You can filter the users list by All, Active, or Archived status.

Change Log

This tab provides an audit trail of any changes made to the credit, such as edits to the expiry date or primary owner.

Exporting Credit Data

To export credit data, click the Export button in the top-right corner of the credits table. This exports the data from whichever view you currently have selected.

The All Credit Transactions view also has its own Export button, which is useful for generating a complete transaction-level report across all credits.

Monitoring Credit Health

The filtered views in the left panel help you stay on top of credits that need attention:

Check At Risk regularly to identify credits that may not be fully used before expiry.
Review Expiring Soon to proactively contact customers about credits approaching their expiry date.
Use Top-Up Opportunity to identify customers whose credit balance is running low and may benefit from a top-up.
Action items in Expired for Action to decide how to handle expired credits with remaining balances.