Follow these steps at your club’s own website. Available screens and actions depend on your account’s role and the programs your club has enabled.
Overview
Start with the invoice and payment history. Check whether the payment is processing, failed, canceled, or completed before asking the member to try again.
Why is an ACH payment still processing?
ACH payments can take several business days to settle. Wait for the processor to update the invoice before asking the member to pay again.
Sometimes the bank asks the member to confirm their account with two small test deposits before the payment can go through, which can take up to ten days. If the member can't finish that step, you can cancel the payment in your Stripe dashboard. The invoice then opens again on its own, so the member can pay another way.
Why was the card charge higher than the invoice?
Card payments may include the processing fee shown at checkout. Check the invoice and payment details before explaining the charge.
Why didn't autopay charge the invoice?
A member can update a saved bank account or card in the portal, then retry when the invoice allows it. Autopay affects future eligible charges, not a payment already in progress.
If Stripe turned the automatic payment down, or the household's autopay is set to a card, autopay won't try that invoice again: the treasurer has a task about it and the household was emailed. The member can pay it themselves in the portal. See Autopay and saved payment methods.
Autopay also waits while a payment the household started is still in progress, so they aren't charged twice. A payment that failed or was never finished no longer holds it up. See Autopay and saved payment methods.
A member who sees "a bank payment for this invoice is already on its way" has an autopay payment in progress. Wait for it to settle. If it fails, the invoice can be paid again the same day. A member who can't choose bank transfer because an earlier one never arrived can pay another way the club offers for that invoice (the page names them, or says to contact the office if there are none), or a treasurer or admin can turn bank transfer back on from the invoice. A household that cancels a bank transfer after it has sat for more than a day with nothing sent is affected the same way. See Invoices, payments, and credits.
Do not mark online payments paid by hand. Escalate disputes, possible fraud, missing refunds, and payments that appear to have charged without a notice. See Invoices, payments, and credits.