Why Can't I Pay by Credit Card?
Contacts guide for logging in issues
I Keep Getting an Invalid Email Message
My Paypal Payment Failed and I Now Have No Payment Options?
How Do I Change My Bank Details?
If I Set up a Direct Debit When Will Fees Be Taken?
How Do I Cancel My Pre-Authorisation in PayPal?
I want to change the date of my direct debit
I No Longer Want to Attend Classes, How Do I Cancel?
How Do I Cancel My Membership?
How Do I Upgrade or Change My Membership?
Why Can I Not See Both My Children?
Why Can't I Pay by Credit Card?
If you are only seeing the option to choose direct debit/bank transfer, please contact the organisation/club directly as they manage payment methods.
When you are able to make a credit or debit card payment, the PayPal payment screen will look like this:
If you are given the option to pay by card but when you are on PayPal's payment page no card options are displayed, it could be due to the following reason:
You are being asked (or you have chosen) to set up a pre-authorisation. In this case, you cannot make a one-off payment by card. You can only pre-authorise payment with a PayPal account and therefore the only options you will be given on PayPal’s screen will be to log into your PayPal account or to set up a new PayPal account:
If the card used to make payment with is already linked to a PayPal account. PayPal will require you log into the PayPal account to complete payment. If you do not wish to log into the PayPal account, you will need to use a different card.
Also, please be aware that when making a card payment via PayPal for the first time, there is a box asking if you wish to create a PayPal account linked to these payment details. This box is already pre-ticked and it is possible that a card may be linked to a PayPal account inadvertently.
Lastly, there are some instances when the PayPal page directs you to login to a PayPal account because it recognises your email address or card details and frustratingly will not allow you to 'Continue without logging in'.
We have been advised by PayPal that this is likely due to cookies. They recommend the trying the following:
- Clearing cache and cookies
- Changing the device
- Changing the web browser
- Going into ‘Incognito’ mode in your browse
Contacts guide for logging in issues
Here's a list of common issues that may prevent you from logging in:
- You have created a password but have not received the email that contains the link to activate your password. In this case, please check your spam folder.
- You have not checked to see if you have received the email to activate your password and/or you have not clicked on the activation link contained in the email.
- The username and password fields have been pre-populated by your browser but when you try and login, the system displays 'Invalid username / password. Please retry.' To resolve, please delete what has been pre-populated and re-type your username (this will be your email address) and password.
- You are not on the database for the organisation you are trying to login for. Speak with your organisations administrator to check to see a) if you are on their database b) that the email address they have for you is the same as the one you're trying to login with.
I’ve Forgotten My Password
If you have forgotten your password you can create a new one by clicking on this link on the member login page. You will need to enter the email address that the club/organisation has on record for you.
I Keep Getting an Invalid Email Message
There are a few reasons you may see this message, the first may be because you have not created and/or verified your password for your account.
If you have done so and are still seeing this message, then it may be that action needs to be taken on the administrative side, so please contact your organisation or club directly as they manage membership and will be able to assist you further.
How Do I Pay My Fees?
If your club has sent you an email regarding fees there will have been a link contained in the email taking you to a member's login page. If this is the first time you have logged into your account you will need to create a password. When in your account select the ‘Payment’ tab, in the checkout page you will see any outstanding fees with the payment options offered by your club/organisation.
My Paypal Payment Failed and I Now Have No Payment Options?
This can happen when you have pre-authorised future payments, meaning money can be collected from your account automatically. If you pay via PayPal, sometimes a payment can fail when the system cannot find an available payment source on your PayPal account. If you have pre-authorisation and you wish to pay via PayPal, we recommend you add a secondary payment source to your PayPal account. Once you have made this update on your PayPal account the system will re-attempt to collect your fees the next day.
How Do I Change My Bank Details?
You will need to log into your online account and click on the payment tab. You will see a message saying you have pre-authorised with the organisation and to click the link to cancel. The system will take a few minutes to action this for you. Then you can tick pre-authorise future payments again and confirm to be taken to the screen to put in the new bank details.
Please be aware that cancelling your pre-authorisation will also cancel any payments made within the last 7 days.
If I Set up a Direct Debit When Will Fees Be Taken?
If you have made a payment using your bank details, (for a direct debit or bank transfer), payments are usually taken from your account 2-3 working days after the transaction was initiated.
The company we use to transact these direct debits, is called GoCardless, and you should receive an email shortly after initiating the payment detailing the date that they will be deducting the money from your account. In this time your payment will show on our system as 'Pending'.
Please note that we do not update payments to say 'Paid' until the money has reached the organisation you are paying which usually takes another 2 working days after the money has been deducted from your account.
How Do I Cancel My Pre-Authorisation in PayPal?
PayPal
Whilst using our software you may have pre-authorised payments. Of course, you may wish to cancel this pre-authorisation at some point. To do this, follow the steps below:
Step 1: From within your PayPal account click on the gear icon in the top right-hand corner – this will take you to the ‘Settings’ page.
Step 2: Once in ‘Settings’, you will see a series of tabs labelled ‘Account’, ‘Security’, ‘Payments’ and ‘Notifications’. Please click on ‘Payments’.
Step 3:In ‘Payments’, click on the first option – ‘Manage Pre-approved Payments’.
Step 4: From here, you will be able to cancel any active or inactive pre-authorisation agreements you have. When you have found Pay Here Ltd., click ‘Cancel’.
Once you have clicked ‘Cancel’, you will have successfully cancelled your pre-authorisation agreement with us and the organisation will no longer be able to automatically take payments.
Once you have clicked ‘Cancel’, you will have successfully cancelled your pre-authorisation agreement with us and the organisation will no longer be able to automatically take payments.
I want to change the date of my direct debit
To request to change the date of your direct debit, you will need to contact the organisation you are paying directly. As some organisations require payment at a certain period, they will need to approve whether a change in date is possible. If they are happy for you to change day then they should be able to do so for you unless you are paying over instalments where the date is set.
How Do I Get a Refund?
If you believe that you require a refund for a payment that has been made, then you will need to speak directly to the organisation you are a member of. They will be able to make a refund to you if they deem the refund necessary.
I No Longer Want to Attend Classes, How Do I Cancel?
As the organisation you are registered with manage their own membership, you will need to speak directly to them to resolve the matter.
How Do I Cancel My Membership?
If you would like to cancel your membership then you cannot do so yourself, this will need to be done by an administrator.
Please contact the organisation directly to let them know you wish to cancel and they will be able to do this for you.
How Do I Upgrade or Change My Membership?
If you would like to upgrade your membership but cannot see the option to do so from within your account, this means that the organisation you are a member of requires you to let them know of the change.
As the organisation you are registered with manages their own membership, you will need to speak directly to them to resolve the matter.
How Do I Add Another Child?
Currently you cannot add another child through your account, you will need to register the child through the online registration form. This is usually posted on the organisations website, however, if you are unsure, please contact them directly and they will be able to point you in the right direction. Once completed, the registration will be approved (if necessary) and your children can be linked together.
Why Can I Not See Both My Children?
There are a couple of reasons why you cannot see all of the people in your account that you are expecting to see.
- The missing account may not be linked to the account you are logged into, therefore will be separate and will need to be linked together by an administrator for you to see them in your account.
- The missing account may have been deactivated as they are no longer a member.
As the organisation you are registered with manage their own membership, you will need to speak directly to them to resolve the matter.
I Want to Unlink 2 Accounts?
This cannot be done from within your account.
As the organisation you are registered with manage their own membership, you will need to speak directly to them to resolve the matter.
I Am Not Receiving Any Emails
If you are not receiving emails, then it is possible emails being sent to your using our system are being blocked or going to SPAM.
To have your email address removed from the blocked list, please contact your organisation's administrator who will be able to do this for you. However, you may want to add us to your contact list to prevent emails from being blocked in the future.
Most emails will be sent from mail@loveadmin.com which is an unmanned email account. Any replies will go back to the organisation but if you email this address directly they will not get through to us.
Password activation emails are sent from support@loveadmin.com
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