Your payment did not go through

A payment can fail for ordinary reasons: the card expired, you got a new one, or the money was not there on the day. Nothing bad happens straight away. Here is what the app does, and what you need to do.

What happens first

You get a notification in the app.

• If you pay by card, it is titled Payment Failed and says the payment for your membership could not be processed. The first message says the payment will be retried automatically and asks you to check your details. Once there have been a few attempts it asks you to update your payment method to avoid losing access.
• If you pay by Direct Debit, it is titled Direct Debit returned and says your bank returned the payment. The first one says this usually means insufficient funds or a temporary problem and that it will be retried once. After that it says it cannot keep retrying, and asks you to check with your bank that the mandate is active, or to speak to your club.

You keep your membership while this is going on. Your card is retried automatically, so if the money is there next time it simply goes through and you hear nothing more.

The reminders

If it is still unpaid, you get a reminder about a day later, again after three days, and a last one after seven days. Each one is an email and a notification:

• Day 1: "We couldn't take your payment"
• Day 3: "Your payment still hasn't gone through"
• Day 7: "Last reminder: update your card"

Each email has an Update card button, and tapping the notification opens the payments screen in the app. Reminders stop as soon as the payment goes through.

If the membership is your child's, the reminders come to you, not to them.

Fix it

1. Open the Profile tab and tap the menu icon at the top right, labelled Settings.
2. Tap Payments.
3. Tap Add card and enter the new card.

Your saved cards are listed with the brand, the last four digits and the expiry date. Press and hold a card, or tap the three dots next to it, to Make default or Remove it.

Once a working card is saved, the outstanding payment is retried automatically. There is no "pay now" button in the app. If you would rather sort it out with a person, message your club.

For a returned Direct Debit, a new card will not help. Check with your bank that the Direct Debit mandate is still in place, then tell your club it has been sorted.

When you sign in and something cannot be charged

If a membership you pay for has no working card, the app shows a sheet after you sign in headed Payment method needed. It names the membership, the date the next payment is due, and why it cannot be taken:

• "There is no card saved, so this payment cannot be taken."
• "The saved card has expired, so this payment will fail."
• "The card this was paying with is no longer on the account, so this payment will fail."

Tap Add a card to fix it, or Not now to close it. This sheet takes nothing away from you: you keep full access while it is showing. It lists your children's memberships as well as your own, and one card covers all of them.

Warnings before anything fails

• Card about to expire: you get a Card expiring soon notification naming the card and roughly how many days are left. Once it has expired it becomes Card expired, asking you to add a new card to keep your membership active. This starts around a month before the expiry date.
• Direct Debits do not expire, so there is no warning to send.

What happens if it is never paid

If the payment is never recovered, the membership ends. You get a Membership Ended notification. If the subscription was suspended for unpaid invoices, it says so and asks you to update your payment method to restore access.

Some clubs also use Dyno Entry on their doors and turn on a rule that stops people getting in while a payment is outstanding, after a grace period the club sets. If that is your club, you are let back in as soon as the payment goes through.

Check what actually happened

1. Go to Settings, then Payments.
2. Under Recent transactions, tap the payment.

Payment Details shows the amount, the status, the date, what it was for, the club, and the card it was taken from.

Money questions

Dyno cannot refund you, change your price, or waive a payment. Those are your club's decisions. Message your club through the app if:

• you think you were charged the wrong amount
• you do not recognise a payment
• you want a refund
• you need more time

See also Manage your membership in the app and Update your card.