Contact Support
Need help with your Member Wallet? Here's how to reach us.
Before You Contact Support
Many issues can be resolved quickly by checking:
- FAQ - Common questions answered
- Troubleshooting - Step-by-step fixes for common problems
How to Get Help
Through the Member Portal
- Log in to the Member Portal
- Go to Help or Support
- Click Contact Us or Submit a Request
- Fill in the form with your issue
- Submit and wait for response
Via Email
Email support at your club's member services email address (found in the Member Portal or your membership documents).
Include in your email:
- Your member number
- Description of the issue
- What you were trying to do
- Any error messages you saw
- Screenshots if possible
By Phone
Call your club's member services line during business hours. Have your member number ready.
In Person
Visit the club's front desk or member services office. They can help with:
- Account access issues
- Balance inquiries
- Immediate top-up assistance
- Card scanning problems
What to Include When Contacting Support
For the fastest resolution, provide:
| Information | Why We Need It |
|---|---|
| Member number | Identifies your account |
| Description of issue | Helps us understand the problem |
| When it happened | Helps locate relevant records |
| Error messages | Shows exactly what went wrong |
| Screenshots | Visual proof helps diagnose issues |
| What you've tried | Avoids repeating steps |
Common Issues and What to Provide
Payment/Top-Up Issues
- Transaction date and time
- Amount involved
- Last 4 digits of card used
- Bank confirmation (if charged but not credited)
Digital Card Issues
- Phone type (iPhone/Android)
- Operating system version
- Screenshot of error (if any)
Incorrect Charges
- Transaction details from history
- Receipt from club (if available)
- Expected vs actual amount
Account Access
- Email address registered
- Any error messages when logging in
Response Times
| Channel | Typical Response |
|---|---|
| Portal/Email | Within 24-48 hours |
| Phone | Immediate during business hours |
| In Person | Immediate |
Complex issues may take longer to investigate.
Escalating Issues
If your issue isn't resolved:
- Reply to the support ticket/email with additional details
- Ask to escalate to a supervisor if needed
- Visit the club in person for urgent matters
Feedback
We value your feedback about Member Wallet:
- Share suggestions for improvements
- Report any difficulties you experience
- Let us know what's working well
Your input helps us make Member Wallet better for everyone.
Remember: For security reasons, support staff will never ask for:
- Your full card number
- Your CVV
- Your Member Portal password
- Verification codes sent to your phone
If anyone asks for these, do not provide them and report it immediately.