> TL;DR: Most issues come from: payment not yet submitted (just sent externally), pending verification, visibility settings, or "Applicable To" settings. Check these first.

Payment Problems

"Member says they paid but it's not in the system"

Check in order:

Payment not submitted - They may have paid externally but didn't submit proof in the app

Still pending - Check Payments list, filter by Pending

Wrong fee - Payment might be linked to a different fee

Rejected earlier - Check if a previous submission was rejected

Solution: Ask them to submit payment through the app, or record it manually if you've verified receipt.

"Can't submit payment"

Possible Issue	Solution
Fee is paused/closed	Admin needs to resume or create new fee
Not logged in	Log in to your account
Fee is members-only	Verify you're a member
Technical error	Refresh page, try different browser

"Payment shows wrong amount"

Check proof files for actual amount sent

Admin can verify with the correct "Verified Amount"

If member sent wrong amount, they may need to send the difference

"Duplicate payment"

Check if they're actually duplicates (same amount, proof, time)

Reject one as "Duplicate submission"

Keep the one with better proof

Fee Problems

"Can't delete fee"

Reason	Solution
Fee is still Active	Close the fee first
Has verified payments	Cannot delete (by design)
Insufficient permissions	Only admins can delete

> Fees with payments can't be deleted to protect financial records.

"Fee not showing for members"

Check:

Visibility - Is it "Members Only" but they're not logged in?

Fee status - Is it Active? Paused/closed fees are hidden

Member access - Are they actually a club member?

"Wrong members got dues"

Cancel incorrect dues individually (Actions → Cancel Due)

Review "Applicable To" settings for future fees

"Some members missing dues"

Why it happens:

• Members joined after fee creation
• Members didn't match criteria at creation time

Solution: Manually assign missing members via fee detail page → "Assign Members"

Verification Problems

"Proof files won't load"

Try different browser

Clear browser cache

Ask member to describe the proof

Have them resubmit with new files

"Accidentally verified wrong payment"

• Add a correction note to the payment
• For significant errors, contact support

"Stats not updating"

Refresh the page

Wait a moment after verifying

Check if it was a partial payment (shows different)

Member/Due Problems

"Member shows unpaid but they paid"

Check:

Payment is verified (not pending)

Payment is for the correct fee

Amount covers the due (not partial)

Payment is linked to right member

"Member doesn't have a due"

Possible reasons:

• Fee set to "Voluntary (No Tracking)"
• Member doesn't match "Applicable To" criteria
• Member joined after fee creation
• Due was cancelled

Solution: Manually assign the member if they should have a due.

"Guest can't find their payment status"

• Must use same email as when submitting
• Return to the club's payment page
• Contact admin to look up by name/email

Permission Problems

"You don't have permission"

Log out and log back in

Verify your role in the club

Contact club owner about permissions

"Can't access Finance section"

Only admins and owners can access admin features. Contact your club admin for access.

Quick Fixes

Problem	Try This
Page won't load	Refresh, clear cache, different browser
Form won't submit	Check all required fields, smaller file sizes
Stuck on loading	Check internet, wait and retry
Data looks wrong	Refresh page, check you're viewing correct fee

Understanding Due Statuses

Status	What It Means	What to Check
Unpaid	No payment submitted	Normal if member hasn't paid
Pending	Payment awaiting verification	Check Payments → Pending
Partial	Paid some, not all	Check remaining balance
Paid	Complete	All set
Waived	Forgiven by admin	Admin action recorded
Cancelled	Removed from tracking	Admin action recorded

Common Questions

"Why was my payment rejected?"

Read the rejection reason provided. Common reasons:

• Proof didn't show payment
• Amount was wrong
• Sent to wrong account
• Duplicate submission

"How long does verification take?"

Depends on your club's admins. Usually 24-48 hours.

"Can I get a refund?"

Refunds are handled outside the system through your payment provider. Contact your club admin.

"Why can't I see past fees?"

Closed fees may be in an archive view. Check for "Past Fees" or "Closed" filter.

"What if I overpay?"

Contact your club admin. Options include credit toward future fees, refund, or recording as donation.

"Why doesn't a member have a due?"

• Fee is "Voluntary (No Tracking)"
• Member doesn't match "Applicable To"
• Member joined after fee creation
• Due was cancelled

"Can I change who a fee applies to?"

You can edit "Applicable To," but existing dues aren't automatically updated. Manually assign or cancel as needed.

"What if a member pays more than owed?"

Extra is recorded. Due shows as "Paid." Consider recording excess as donation.

Getting More Help

For Members

Contact your club admin for issues with:

• Your specific payment
• Your membership status
• Fee questions

For Admins

Check this troubleshooting guide

Document the issue with screenshots

Contact support for technical problems

Prevention Tips

For Members

• Submit payments promptly
• Keep proof screenshots
• Double-check amounts before sending
• Use correct payment methods

For Admins

• Verify payments regularly
• Use clear payment method instructions
• Set descriptive fee names
• Monitor overdue dues
• Communicate due dates clearly

Related Topics

• Getting Started
• Admin: Processing Payments
• Managing Fees