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Troubleshooting

Solutions for common Member Wallet issues.

Login & Access Issues​

Can't Log In to Member Portal​

Symptoms: Invalid password, account locked, or page not loading.

Solutions:

  1. Use Forgot Password to reset your password
  2. Check you're using the correct email address
  3. Clear browser cache and cookies
  4. Try a different browser
  5. Contact the club if your account may be locked

"Wallet Not Available" Message​

Symptoms: You can log in but can't access wallet features.

Solutions:

  1. Your membership may not include wallet access
  2. Your membership may have expired
  3. Wallet may need activation - look for "Activate Wallet" option
  4. Contact the club to verify your membership includes wallet

Top-Up Problems​

Payment Declined​

Symptoms: Card payment fails when trying to add funds.

Solutions:

  1. Verify card number, expiry, and CVV are correct
  2. Ensure your card allows online payments (contact your bank)
  3. Check you have sufficient funds/credit
  4. Try a different card
  5. Your bank may have blocked it - call them to authorize

Balance Not Updated After Top-Up​

Symptoms: Payment went through but balance didn't increase.

Solutions:

  1. Wait 2-3 minutes and refresh the page
  2. Check your email for payment confirmation
  3. Look in Transaction History for the top-up
  4. If money was charged but not credited after 15 minutes, contact support with:
    • Transaction date/time
    • Amount charged
    • Last 4 digits of card

Top-Up Takes Too Long​

Symptoms: Loading spinner persists or page times out.

Solutions:

  1. Don't refresh or close the page
  2. Check your internet connection
  3. If it fails, check your bank statement before retrying
  4. Wait 10 minutes before attempting again

Auto Top-Up Issues​

Auto Top-Up Not Triggering​

Symptoms: Balance is below threshold but no top-up occurred.

Solutions:

  1. Verify auto top-up is Active (not paused)
  2. Check if your threshold is set correctly
  3. Verify your saved card hasn't expired
  4. Look for failure notifications in your email

Auto Top-Up Failed​

Symptoms: Received notification that auto top-up failed.

Solutions:

  1. Check if your card has expired
  2. Verify sufficient funds in your bank account
  3. Update to a different card
  4. Contact your bank if they may have blocked the charge
  5. Retry auto top-up in settings

Double Charged by Auto Top-Up​

Symptoms: Auto top-up ran twice.

Solutions:

  1. Check Transaction History to confirm duplicates
  2. Note both transaction dates/amounts
  3. Contact support for refund of duplicate charge

Payment Problems​

Payment Declined at Club​

Symptoms: Trying to pay at bar/restaurant/shop but payment fails.

Solutions:

  1. Check your balance is sufficient
  2. Ask staff to verify they're using your correct member number
  3. Try using member number instead of digital card (or vice versa)
  4. Top up if balance is low

Wrong Amount Charged​

Symptoms: Transaction shows a different amount than expected.

Solutions:

  1. Ask for receipt at point of sale
  2. Compare with Transaction History
  3. If discrepancy exists, speak with venue manager
  4. Contact support if unresolved

Transaction I Don't Recognize​

Symptoms: Unknown charge in Transaction History.

Solutions:

  1. Check date, time, and location - may jog memory
  2. Ask family members on linked accounts
  3. Review if it could be a previous purchase you forgot
  4. Contact the club with transaction details

Digital Card Issues​

Can't Add Card to Apple/Google Wallet​

Symptoms: "Add to Wallet" button doesn't work or errors.

Solutions:

  1. Use Safari (iPhone) or Chrome (Android)
  2. Verify you're signed into iCloud/Google account
  3. Update your phone's operating system
  4. Update Wallet/Google Wallet app
  5. Try logging out and back into Member Portal

Barcode Won't Scan​

Symptoms: Staff can't scan your digital card.

Solutions:

  1. Increase screen brightness to maximum
  2. Clean your screen
  3. Disable blue light filter temporarily
  4. Hold phone at different distances from scanner
  5. Ask staff to enter member number manually

Card Shows Wrong Information​

Symptoms: Outdated name, balance, or membership details.

Solutions:

  1. Pull down on card to refresh
  2. Remove and re-add card from Member Portal
  3. If membership details wrong, update in Member Portal profile first

Card Missing from Wallet​

Symptoms: Card was added but now isn't there.

Solutions:

  1. Check you're looking in correct section (Passes, not Payment cards)
  2. Verify you're using same Apple/Google account
  3. Re-add from Member Portal

Notification Issues​

Not Receiving Any Notifications​

Solutions:

  1. Check notification preferences are enabled
  2. Verify email/phone number in profile is correct
  3. Check spam/junk folder for emails
  4. Unblock the sender if blocked
  5. For WhatsApp: ensure app allows business messages

Receiving Too Many Notifications​

Solutions:

  1. Go to Notification Preferences
  2. Disable notification types you don't need
  3. Reduce channels (e.g., only email, not SMS)

Notifications Going to Wrong Contact​

Solutions:

  1. Update your contact details in Member Portal profile
  2. Notifications go to registered email/phone

Still Having Issues?​

If you've tried the solutions above and still have problems:

  1. Note your member number
  2. Screenshot any error messages
  3. Write down what you were doing when the issue occurred
  4. Contact Support with these details

Support typically responds within 24-48 hours.