Troubleshooting
My Club is in setup mode
Section titled “My Club is in setup mode”New Clubs can add Settings, Seasons, Teams, Members, Payers, Fees and Administrators while ClubPayee reviews the account. Payments, Online Payments, Payer access and Payer communications become available only after the Club is approved. Approval does not automatically connect Stripe or enable optional features.
Continue preparing the Club and email support@clubpayee.com if you need help. ClubPayee does not promise a fixed approval time.
My ClubPayee account is locked
Section titled “My ClubPayee account is locked”A locked Club is temporarily suspended, so Club Administrators and Payers cannot sign in or start payment activity. Internal review details are not shown in ClubPayee.
Email support@clubpayee.com for assistance. Do not create a replacement Club or duplicate accounts to work around the lock.
A User did not receive their invitation
Section titled “A User did not receive their invitation”- Check the email shown in Users.
- Ask the person to check spam or junk folders.
- For an Invited User, choose Resend Invite when available.
- Ask them to use the newest email and code.
If delivery repeatedly fails or the address is wrong, email ClubPayee Support at support@clubpayee.com. Do not create duplicate Users.
A Payer did not receive their login code
Section titled “A Payer did not receive their login code”- Confirm the Payer’s email on their record.
- Ask them to check spam or junk and use the newest code.
- Ensure they are using the separate Payer sign-in page.
- Wait briefly before requesting another code.
ClubPayee deliberately gives the same public response whether or not an email can sign in. Email support@clubpayee.com if a correct, eligible Payer repeatedly receives nothing.
Stripe says Needs Attention
Section titled “Stripe says Needs Attention”Open Settings > Online Payments and read What needs attention. Use Review Permissions if shown.
In Stripe, confirm that the account can accept charges and payouts and that the Restricted Key has the permissions listed in Online Payments. Use Replace Stripe Key only for the same Stripe account.
Email support@clubpayee.com if the status remains after correcting the Stripe issue. Do not paste an unrestricted secret key.
A Payer’s balance looks wrong
Section titled “A Payer’s balance looks wrong”- Open the Payer’s Members and check the correct Members are linked.
- Open each Member’s Financial History and review Fees and Adjustments.
- Review Payments, allocations, Refunds, and account Adjustments.
- Check for Account Credit.
Do not add an unexplained Adjustment merely to force a preferred total. Email support@clubpayee.com if the recorded history does not explain the result.
A sibling discount is not what I expected
Section titled “A sibling discount is not what I expected”Check that:
- siblings share the same Payer;
- they are in the same Season;
- their Teams use snapshots from the same catalogue Fee;
- the Fee contains the intended Sibling Pricing amounts; and
- Dates of Birth are present and accurate.
Review the automatic Adjustment in each Member’s Financial History. Correcting entries may appear rather than old entries disappearing.
A Refund is still confirming
Section titled “A Refund is still confirming”Do not submit the same Refund repeatedly. Open the Payment and review its Refund history and Available to Refund amount. Provider confirmation can take time.
Email support@clubpayee.com if it remains pending unusually long or Stripe and ClubPayee show different final results.
A Payer is not receiving scheduled financial emails
Section titled “A Payer is not receiving scheduled financial emails”Open the Payer and check that they are Active, have the correct contact email, and show Ready for scheduled notifications. Not Ready must be enabled; Paused must be resumed. Then check the Club’s enabled email types, timezone, and daily send time in Notifications > Settings, followed by Delivery History.
Immediate Payment and Refund confirmations do not depend on the Payer’s scheduled-notification state.
A Payment Plan says Action Required
Section titled “A Payment Plan says Action Required”No further automatic instalment is attempted until the Payer acts. Ask the Payer to sign in, open the plan, and select Complete payment. They can use Change payment method if prompted. An Administrator cannot perform those secure steps for the Payer, but can cancel the plan; cancellation stops collection without removing the debt.
I cannot disable an Administrator
Section titled “I cannot disable an Administrator”The person may be the Club Owner or final Active Administrator. The Club Owner cannot be disabled. Add and activate another Administrator before disabling the final one.
Payment Activity does not match Dashboard Collected
Section titled “Payment Activity does not match Dashboard Collected”Check the Dashboard Season selector and Payment Activity date range. Dashboard Collected is based on allocations in the selected Season scope; Payment Activity uses the full Payment on its received date. Refunds and manual overpayment credit also appear differently.
A difference is not automatically an error.
I cannot add a Member or Fee to a Team
Section titled “I cannot add a Member or Fee to a Team”Check whether the Team or its Season is Closed and whether the Member is Inactive. Check the Registration Model if the Member already belongs to another Team in the same Season.
A destructive action is unavailable
Section titled “A destructive action is unavailable”ClubPayee protects membership and financial history. A used Member, Team, Season, Fee, or Payer may not be deletable. Use the supported Inactive or Closed status where appropriate.
Still need help?
Section titled “Still need help?”Email ClubPayee Support at support@clubpayee.com.