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FAQ for Members

If a SEPA direct debit procedure fails, but you are certain that you have sufficient funds in your bank account, this may be an indication that your bank has blocked our SEPA direct debits. We therefore ask you to contact your bank.


Regarding the unsuccessful SEPA direct debit, this installment will be split equally between the remaining installments and a chargeback fee will be added to your bill. An unsuccessful SEPA direct debit can not be resubmitted to the bank. In the event that there are no installments remaining, the only option is to pay the balance in one payment.


You can not manually transfer the failed installment to our bank account. Our system does not recognize such payments. Such payments will be automatically reimbursed to you by our system.


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When a payment you made to ClubCollect gets refunded, it is possible that the correct reference number is missing or the exact amount has not been transferred. For this reason, the payment will be automatically refunded to you.

 

When making payments through ClubCollect, always use the correct reference number and amount. The reference number can be found on your personal invoice page.


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All personal data are treated confidentially and in accordance with the European General Data Protection Regulation (DVGO) 2016/679 and regularly reviewed.


We will only use contact details of members and organizations to provide our services. We assume that the organisation itself has fulfilled all the requirements of the Data Protection Act and has received permission from its members to share data with us. If you still object to your data being shared with us, please contact your organisation.

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ClubCollect creates invoices with data received from the organisation. Therefore, we are unable to answer questions about the amount or edit it. However, this can be done by your organisation. We ask you to contact your organisation directly about the invoice.


At the end of the invoice page, under "Post a question about this invoice to your club", you can leave a message for the treasurer of your organisation. Your message is sent instantly, keeping the organisation up to date.

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Accidentally paid an iDEAL transaction twice?


Not to worry. In the case of an iDEAL transaction, our system only processes the first payment. Subsequent payments will automatically be sent back to your account, this refund will be processed within 5 working days.

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If you have signed over power of attorney and another person is managing your finances , you can check if your invoice is payable via bank transfer. The necessary payment information can be found in the invoice after selecting a bank transfer as your preferred payment option.

In case your organisation has not enabled this option, you can contact the treasurer and ask if you can transfer the amount directly to their account.


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ClubCollect does not have access to the club’s membership data. ClubCollect invoices are generated using contact details provided by the organisation, in case this information is incorrect, we ask you to contact the organisation directly.


You can send an email with the invoice number to the organisation that sent the invoice, this allows them to make the necessary changes in their administration.

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When a SEPA Direct Debit fails, the installment will be divided equally over the remaining installments and a chargeback fee will be added to your invoice. This way, the invoice will still be paid, without requiring you to take extra action.


In case all installments fail, the only option is to pay the remaining amount in a one-off payment. This happens because failed SEPA Direct Debits can’t be re-offered to the bank.

Manually transferring the installment to ClubCollect is not possible. Our system will not recognise your payment, resulting in the payment being refunded to your account.

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When the SEPA Direct Debit is presented to your bank, we will send you a message notifying you of the current status of your payment. After ClubCollect sends the SEPA Direct Debit on the date you chose, the bank takes up to 6 working days before fully processing the payment. During this period, no changes can be made to the invoice.

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Sending a message to your organisation can be done straight from the invoice.

At the end of the invoice page, under "Post a question about this invoice to your organisation", you can leave a message for the treasurer of your organisation. Your message is sent instantly, keeping the organisation up to date.

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ClubCollect does not have access to the club’s membership data. ClubCollect invoices are generated using contact details provided by the organisation, in case this information is incorrect, we ask you to contact the organisation directly so they can make the necessary changes.


At the end of the invoice page, under "Post a question about this invoice to your club", you can leave a message for the treasurer of your organisation. Your message is sent instantly, keeping the organisation up to date.

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Payment agreements that have been made outside of ClubCollect are handled by your organisation, you can contact them for any questions you might have. Your organisation will credit your invoice for the amounts you paid them, you can then pay the remaining amount through ClubCollect.

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You can click the blue button in the text/email that you received from ClubCollect - this directs you to the invoice page. In case you received a letter, you can go to www.clubcollect.com/en/letter and fill in your personal code.


Once logged in to the invoice page, you can see your contact details, invoice details and the total cost. To pay, press the blue button called “View payment options and pay”. In the following screen, you can select and use your preferred payment method to pay the invoice.


Want to add the invoice to your personal administration? The “download as PDF” button can be found at the end of the invoice.

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You can edit your contact details at any time. This can be done by clicking the ‘edit’ icon next to the specific detail in your personal invoice screen. The edited data will immediately be shown on your invoice.


We also ask you to contact your club directly, so they can edit your personal details in their membership administration. This makes sure future invoices will also show the new and correct information.

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ClubCollect has no access to the member lists and payment data of third parties like foundations. When a third party pays a part or all of your invoice, we ask you to send your organisation a message via your invoice.


Sending a message to your organisation can be done straight from the invoice.

At the end of the invoice page, under "Post a question about this invoice to your organisation", you can leave a message for the treasurer of your organisation. Your message is sent instantly, keeping the organisation up to date.

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The amount of installments is set by your organisation to fit their financial schedule. Our system can not deviate from the set amount of installments or the time between those installments. If you are unable to pay according to these set installments, you can send the organisation a message straight from your invoice.


Sending a message to your organisation can be done straight from the invoice.

At the end of the invoice page, under "Post a question about this invoice to your organisation", you can leave a message for the treasurer of your organisation. Your message is sent instantly, keeping the organisation up to date.

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If your payment is not (yet) visible as “paid” or “in progress”, your payment has not yet been registered. Banks can take several days to fully process and send payments.


If you transferred money directly to the organisation’s account, please contact them in order to reach a solution. 

Sending a message to your organisation can be done straight from the invoice.

At the end of the invoice page, under "Post a question about this invoice to your club", you can leave a message for the treasurer of your organisation. Your message is sent instantly, keeping the organisation up to date.


In case you transferred the amount directly to ClubCollect’s account without choosing “payment via bank transfer” as the payment method in the invoice payment screen, we automatically refund the amount to your bank account with the request to pay through our systems.


In case the invoice isn’t processed after 5 working days, you can send an email to support@clubcollect.com, including a screenshot of the payment.

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If your question is not listed above we recommend sending a message via your invoice. At the end of the invoice page you will find a button called "Post a question about this invoice to your club" here you can leave a message for the treasurer of the organisation.