Manage payments and payment issues

The Payments screen brings together charges created for fees, registrations and manual operations. Each charge’s status and timeline explain what happened and which actions are still available. The steps and video below apply to the club dashboard; if you use the staff app, see its specific section further down.

Before you start

Check that the club’s payment methods are configured and the people involved are linked correctly. Before recording an external payment or refund, confirm the transaction in the relevant bank account or provider.

Step by step

Find issues from Athletes

In the club dashboard, open Athletes (/athletes). People with failed payments or payments awaiting a retry have a small amber alert in the corner of their photo or initials. Their name and status retain their usual space, both in the desktop table and mobile cards. The indicator is available to anyone with access to the dashboard list.

Select the alerted photo or initials to see 1 payment issue, 2 payment issues, and so on, and what they mean. You can also tab to the indicator and open it with Enter or Space. To close the details, select it again, tap outside or press Escape. Viewing the alert does not open the profile; select the name or the rest of the row to open it.

The count is the number of affected charges, not attempts: the same charge still counts as one issue if rejected several times. It includes fee payments and one-off charges assigned directly to an athlete, even for earlier months. A charge rescheduled after a failure remains an issue while it waits for its next attempt.

Open the athlete’s profile and select Payments to review their fees and history. To manage a specific charge, select its row under Payment history or the Open charge in Payments icon. The Payments screen opens on that charge’s month with its details expanded, ready for collection, recording a payment, cancellation or refund. Closing the details leaves you in that month. One-off charges are viewed on the same screen.

Paid, cancelled or refunded charges, and scheduled charges that have not yet failed, do not trigger this alert. The list checks for issues again when you return to Athletes after resolving a payment. The badge disappears when no affected charges remain.

The indicator refers only to payment issues; it does not summarise pending documents or other profile issues. It is available in every country, with no additional activation, and reflects each club’s configured payment methods.

1. Filter by period, status, method and description

Open Payments, select the month and use the tabs to find pending, paid, failed or cancelled charges. Search helps you find an athlete, guardian or specific description. It supports first and last names together, including in reverse order, and ignores capitalisation and accents: fernandez finds Aitana Fernández. The Description filter also accepts text without accents.

Use Payment method to filter by Card, Bank collection, Cash / manual or Other. The filter follows the method shown in the table: if a charge expected by card was later recorded as paid in cash, it appears under Cash / manual. Cash / manual also includes pending manual charges whose specific means of payment has not yet been recorded; Other groups the remaining external methods entered manually.

Under Description, enter all or part of a fee name or manual charge description. You can combine both filters with the month, status and search. They apply to all results before pagination; Load more continues with the same filter. Clear filters resets method and description. Changing filters, month or status clears the selection to prevent actions on hidden charges. The summary indicators and tab counts still cover the whole month, except when you are viewing a newly created batch: then they summarise that batch.

2. Open a charge’s details

Check the amount, person, method, description and applicable treatment. The name of the person being charged in the details header is a link; select it to open their profile under Athletes (or Guardians if the charge was issued to a guardian) without leaving the workflow. The timeline shows attempts, status changes and later operations. Do not act until you understand the latest recorded event.

For a Scheduled charge, the date indicates when it can first be attempted. When automatic collection is enabled, overdue charges are checked every five minutes. The time does not guarantee that payment has been confirmed at that moment: the queue and provider response may take longer. Cash and bank collection payments use their manual processes.

Affected charges are paused if the club is suspended, its trial has expired or its Stripe connection is disabled. Tax or payment-method configuration blocks must also be resolved.

3. Remove unsigned payment methods

If a family started setting up a card or mandate several times but did not finish, open Guardians, select their profile and choose Mandates. The bin appears only next to methods with Pending signature status. Check the confirmation and remove the abandoned attempt: it disappears from the profile and count, and the family can start again when needed.

This action does not remove an Active method. Revocation retains the history and follows the relevant cancellation process.

4. Resolve a failed payment

For a failed charge that allows retries, select Retry now. For a compatible scheduled charge, Collect now lets you bring it forward. If the card needs updating, ask the family to update it before trying the charge again to prevent consecutive failures.

Shop charges (their description starts with an order number, for example PED-2026-ABCDEF) do not support Collect now, Edit charge or Cancel charge in Payments. Their details identify the order, and View orders opens Shop → Orders, where you confirm cash or bank transfer payments, refund or cancel the order. The family pays for a card order in their app when confirming it; until they finish, the charge is Scheduled and the order is automatically cancelled if they do not pay within 30 minutes.

A warning triangle next to Card means that a scheduled, failed or retrying charge’s payer has no active card linked. Hover over or focus the icon to read the explanation. Ask them to add a card before collecting payment. The warning checks the payer assigned to the charge; for older charges without a fixed payer, it checks the guardian the payment engine would use. It does not count pending-signature or revoked cards as available, and is not shown for charges already collected or closed.

To collect several charges as a club administrator:

1. Tick the charge boxes or the header box to select the visible charges with available actions. Load more results first if you want to include them.
2. Select Collect now in the selection bar. The button count is for compatible scheduled charges using automatic methods already enabled at the club; card charges require an active card.
3. Review the people, descriptions and total amount by currency. The confirmation says how many charges will be skipped: manual charges, those without an active card or with another status. Bank collections use their own process.
4. Select Run collections. They are attempted now even if scheduled for a later date. Keep the window open until it finishes; you cannot resubmit the selection or close the dialogue using its controls while the operation is running.
5. Check each charge’s result: Collected, Submitted for processing or Could not be processed. Previously configured direct debits may remain processing until the provider confirms settlement. Successful charges are removed from the selection; if there is an error, check the status before trying again.

Each charge still requires its own provider connection, permissions and tax setup. This action is available in countries where the club has enabled the relevant method; it does not itself enable a provider or tax service.

Send reminders for selected charges

As a club administrator, you can send reminders from Payments in every country without additional activation, as long as email sending is available. This also works for Scheduled cash or manual payments you have not yet received; the family does not need a linked card.

1. Filter by Scheduled and, if relevant, Cash / manual. Select the charges to remind. You can also select failed charges or those awaiting a retry; paid, cancelled, refunded or processing payments and shop orders are excluded from bulk reminders. Bank collections keep their own selection process.
2. Select Send reminder in the selection bar. Check the number of included and excluded charges, if any.
3. Choose Friendly reminder, Cash payment or Overdue payment, or select Write my own message. Review and edit the Subject and Message. Templates are starting text; choose one that suits the method and date of the selected charges.
4. Under Charge preview, review how the email for each charge will look. The person, description, amount and scheduled date you checked are added automatically at the end of the message.
5. Select Send reminders and keep the window open until it finishes. One email per charge is sent to the assigned payer or, if none is fixed, the primary guardian. A family with several selected charges receives several emails. An email marked Sent has been accepted for sending; this does not guarantee the family has received or read it.
6. Check each result and the address used. Confirmed sends are removed from the selection. If a guardian has no email address, the charge has closed or sending fails, the charge remains flagged and selected so you can review the issue. If the connection fails, check email history before creating another reminder: the response may have been lost even though the provider accepted the email.

Sending a reminder does not collect or record payment or change the charge’s status or schedule. When you receive cash, use the manual payment record described below.

In the same bar, Cancel payments cancels selected charges after confirmation; Clear selection only unticks the boxes.

For card payments, the same rejection is counted once in the history even if the provider reports it again. The counter distinguishes failures from maximum retries: the usual setup allows three retries after the initial attempt. Selecting Retry now prepares the next attempt; it does not count as another failure.

A card charge that has failed and has a new automatic attempt pending appears as Failed, with the next attempt date below its status, and is counted under Failed, not Scheduled. The same applies in the payment history on an athlete’s or guardian’s profile. In its details, Retry scheduled shows that same expected date. With automatic card collection, recoverable failures are rescheduled after 3, 7 and 15 days respectively. This depends on the club and its payment setup remaining enabled. A Failed charge marked Review required does not have a confirmed automatic retry; check the reason before acting. If the bank requires authentication, the family must complete payment in their app; automatically retrying the charge does not resolve that request.

Rejections recorded before this correction may contain duplicate entries without a reference that distinguishes attempts. Do not treat two rows with the same time as proof of two requests to the bank; ask for a check against provider logs before trying the charge again.

Stripe payments are presented directly to the club’s connected account, whether using these buttons or automatic processing. Saved cards are reused without asking the family to enter them again as a result of this change. If Stripe is disconnected, a charge is not sent to another account.

If the connection to the provider is lost and the result is unknown, the charge remains Processing. It is not submitted again automatically or recorded as a card rejection. The system tries to recover the existing payment; if it cannot identify it with certainty, it needs review. Do not create another charge as a replacement without checking the result in Stripe first.

When a family has started Pay now, the same payment is retained even if they reopen the screen or change cards. They can continue in their app. While that payment is processing, it cannot be cancelled only in Clybo’, retried from the dashboard or recorded as paid offline: it might still be confirmed in Stripe.

Queries and refunds for earlier payments retain their original Stripe account even if the club reconnects a different account. Another club’s details are never a fallback for resolving a payment.

GoCardless does not allow new authorisations or collections until the creditor belonging to each club can be verified. Historical records remain available to view.

5. Edit a scheduled charge before it runs

A Scheduled charge is generated up to one day before its date using the fee amount at that time. If you update the fee or discount afterwards, the charge retains the old amount: changing the fee plan does not rewrite charges already generated. To correct it without cancelling, open the charge in Payments and select Edit charge. From the athlete’s profile, the icon on each Payment history row opens the same details.

In the dialogue, you can change the Amount and Scheduled date. The date cannot be earlier than today; to collect immediately, use Collect now. The Current fee section shows the amount that would be generated today using the plan’s current price, registration discount and payer split; Use current fee copies it into the field, where you can adjust it manually. Add a reason if you want to explain the change, then select Save changes.

Keep in mind:

• Only Scheduled charges or Failed charges with an automatic retry pending can be edited (until the next attempt runs). A failed charge with no retry, or one that is processing, collected or cancelled, cannot be edited this way.
• The charge’s Period does not change if you move its date to another month: it still represents the same fee and will not be duplicated in the next automatic run.
• If a family had started Pay now using the old amount, changing the amount invalidates that attempt; they must reopen it with the correct amount.
• The change is recorded in the charge timeline, with the previous and new amount or date, who made it and the reason.
• With Bank collection, you can edit the charge even if it already appears in a generated collection for that period. After saving, Regenerate the collection appears: generate it again under Collections so the file you submit to the bank has the new amount. If you submit the old file, the bank collects the old amount and the records will not match.
• Shop charges are managed from the shop.

6. Record payments made outside the platform

After confirming a cash, bank transfer or other enabled payment through its own channel, use Mark as paid or Paid offline, depending on the charge status, and enter the method, date and a useful reference. This does not move money; it documents a payment already received.

To create a one-off charge, select Create charge under Payments. If you choose Athlete, enter their first or last name and select the match. Search shows only active athletes in the club; discharged or archived athletes do not appear. If you cannot find someone, check their status under Athletes. Enter the description and amount to schedule the charge or record a payment already received. Previous charges remain in the history even after the athlete is no longer active.

As an administrator, you can also choose Bank collection when creating a charge for an athlete. The club must have bank collections enabled and have accepted responsibility for holding mandates; the primary guardian must have an active mandate. The option shows the payer and the account’s last four digits. Enter the description, amount in euros and period, then select Schedule for bank collection. The charge becomes Scheduled, with Bank collection as its method, ready to include in Generate bank collection for that period. It is not sent to the bank or marked as paid when created.

This option uses the primary guardian’s bank collection mandate and is available for charges to an Athlete; charges directly to a Guardian keep the other payment methods. Charge saved method uses automatic collection and does not activate a bank collection. A charge previously created using Manual record keeps that method: check that you are not duplicating the debt when creating another.

7. Manage bank collections and rejections

For BANK_SEPA, open the collection history. There you can mark charges after receiving confirmation, cancel a generated collection, record a rejection or download the Excel file again. These actions document the process; submission and movement of money still take place through the bank.

8. Cancel or refund with context

Use Cancel charge for charges that should not be collected. To return a payment, select Refund if it is available for the original method, check the remaining amount and record the reason. Avoid duplicating a refund already made outside Clybo’.

As a club administrator, you can cancel a Bank collection charge that is still Scheduled and has no payment recorded, whether or not you have generated the collection and whether it appears in one or more collections. The collection statuses do not prevent cancelling the charge.

1. Open the charge under Payments and check its status and payment history.
2. Select Cancel charge, choose the reason and review the notice about the bank file.
3. Confirm Cancel charge. The charge becomes Cancelled, and the cancellation is added to its history.

This cancels the charge in Clybo’; previous collections and their downloaded files are retained, and no bank instruction is cancelled. If you have not submitted the collection yet, remove the debit from the file you plan to submit. If you grouped charges by account holder, also adjust that debit’s amount and description. If you already submitted it, arrange cancellation with the bank and check the outcome. You do not need to cancel the whole collection to cancel one charge. See Set up and generate bank collections.

Cancelled one-off charges are excluded from new collections. Downloading an earlier collection again retains its original file. If you generate a recurring fee again for that period, a new charge may be created: check the selected charges before generating the file.

A bank collection charge already marked Paid, or with a payment recorded even if its status is Scheduled, cannot be cancelled this way. Check the payment and use the refund process when appropriate.

A charge that is Processing may already have been presented to the provider and cannot be cancelled locally. Wait for the result; if payment is confirmed, use the relevant refund process.

If another operation changes the status while you are confirming an action, refresh the details and check the result before trying again. Bulk actions skip charges whose status changed and include them in the summary.

Pending payments in the staff app

In the staff app, select the correct club and open Home → Payments on a phone or Tools → Payments on a tablet. You need the Record cash payments permission. Without it, neither the entry point nor the pending count appears, and opening the Payments address directly shows No access to payments. This permission also protects the server-side lookup. An administrator can grant or withdraw it for each person; dashboard access does not replace it.

If an administrator withdraws your permission, the entry point and count disappear when the app receives the club’s updated permissions, even if you still have dashboard access or a count saved from an earlier lookup. If you are offline, the app needs to reconnect to receive the change.

The screen opens on Cash / manual. Use the tabs to change the method:

• Cash / manual: charges collected outside automatic providers. Before collecting them, confirm with the club whether it expects cash, bank transfer or another manual method; a pending manual charge does not yet distinguish between these methods.
• Card: card charges whose first attempt has already failed. Scheduled charges not yet attempted do not appear as pending. Failed charges and retries do appear, including those the system rescheduled after a failure.
• Direct debit: bank collection charges and other previously configured direct debit methods. Each card identifies its specific process; this view does not enable new payment methods.
• All: all the methods above, with the same exclusion for cards that have not yet been attempted. The pending count on Home follows this same rule.

Each card shows the expected method next to its description and amount. Amount pending and the charge count cover all results for the filter. The list displays at most the first 100, sorted by date; if there are more, a notice tells you how many are shown. An empty filter does not mean other methods are up to date; select All to check them.

Select an athlete’s name on a card to open their profile. This also works for manual charges linked to an athlete. You can view the primary guardian and, if you have permission to view their contact details, call, open WhatsApp, copy their phone number or open their email. The top arrow returns to Payments. Family charges with no linked athlete do not open a profile.

You do not need to belong to the athlete’s team to view their basic details from a charge for your club. Medical information, registration responses, photos, tags and training notes remain restricted to staff assigned to their teams. If an administrator has disabled your contact permission, you will not see a phone number or email; if they withdraw payment permission, you will no longer be able to open the profile this way. If the profile or charge is no longer available, use the top arrow to return to the list.

You can Send reminder by email or Mark as paid in cash after confirmation. The latter records a payment received in cash, even if the expected method was different; do not use it to record a bank transfer or confirm a card charge. The record is associated with your user. If issuing the tax document requires an additional service that the club has not subscribed to, the app says so and blocks recording until the club enables it. In the tablet table, the button is shortened to Paid in cash.

This view is available to authorised staff in every country; the methods with charges depend on the club’s settings. To configure access, see Invite club staff.

Create a shared charge for a team

This action requires the club administrator role. It is available in the web dashboard under Payments → Create charge → Team and from Teams → Create charge, where the team is already selected. Both routes use the same form.

1. Select an active team and enter a description, for example National tournament hotel.
2. Enter the Price per athlete (EUR), period, scheduled date and applicable tax treatment. The price applies to each included person: €60 × 12 athletes = 12 charges of €60, total €720. It is not a shared total.
3. Review the active roster. You can search by athlete or guardian, select everyone, clear the selection and untick specific people. The maximum is 200 athletes per batch; discharged people and those who have already left the team are not included.
4. Check the responsible primary guardian and the method for each row. A usual method is suggested only when it is unambiguous for that guardian and period. If fees have different payers or methods, you must explicitly choose an available option. This one-off charge does not inherit the split between several payers from a recurring fee.
5. Select Review charges. Check the people, payers, methods, price per athlete, date and total. You can select Back to edit.
6. Select Schedule N charges. One charge per athlete is created and Payments shows the new batch. The list and its summaries include the whole batch even if the scheduled date falls in another month; the selected period is retained for generating a bank collection. View all charges removes this filter; changing the month also removes it.

All batch charges become Scheduled, including manual ones. Creating the batch does not record them as paid. Depending on the method:

• Manual record: record payment when you receive the cash or transfer.
• Bank collection: requires bank collections to be enabled and an active mandate for the primary guardian. Then open Generate bank collection for the relevant period and include the charges. Creating the batch does not submit a file to the bank.
• Saved card: requires an active card in the club’s connected Stripe account, payments enabled and at least €0.50 per athlete. The reviewed card can be charged automatically from the scheduled date, which defaults to the following day. The final bank charge date depends on the provider.

The reviewed guardian and bank method are linked to each charge. Changing the primary guardian or adding another card later does not redirect those charges. If the selected card is revoked or the club account changes, review the issue; another card is not substituted automatically.

If the roster, payer or method changes between review and confirmation, review it again. The batch is saved in full or not at all; retrying the same confirmation after a connection error does not duplicate it. If the response is uncertain, the form keeps the review and prevents editing so you can retry with the same details. Closing the form and creating another batch is a new operation: first check Payments if you do not know the result of the earlier one.

Available methods depend on the club’s configuration and country. The form does not enable providers or tax services. If the operation requires an invoice, the club’s tax requirements still apply; payments go to the club’s own account, not towards Clybo’s invoicing.

If something does not work

• The retry fails again: ask the payer to update their method and check the provider’s response.
• You cannot delete a method from the profile: check that it is Pending signature; active methods use the revocation process.
• An action is missing: it may not be compatible with the charge’s status or method.
• The amount paid externally does not match: first verify the transaction and record only the confirmed amount.
• There are many failures: use filters and bulk actions carefully; check the scope before confirming.
• A direct debit was returned: record the rejection in the relevant collection, not as a new manual charge.

When a family leaves a payment incomplete

If a family selects Pay now but still needs to enter a card, confirm or complete bank authentication, the charge appears as Pending completion. Its timeline says Payment started in app: opening the form does not mean the provider accepted the charge.

The family can return to Fees and select Continue payment. The same attempt is retained and automatic retries wait; another charge, local cancellation or offline record is not enabled while it remains reserved. Earlier failures remain in the history and do not necessarily describe the open attempt.

When the family’s attempt is rejected and the charge becomes Failed, Retry now returns the fee to its original method and date and, before doing so, cancels the payment the family had open, so it cannot be confirmed later while automatic collection continues. If that payment is still processing, already shows as collected, is awaiting reconciliation or cannot be cancelled at that time, the retry does not run and the dashboard explains why. Wait for the result or check with the provider before trying again. Under Retry all, charges in this situation are skipped, and the summary notice says how many were excluded and why: if they share a reason, it shows the same explanation as the charge; if there are several reasons, they are listed with their counts.

Record cash payment and Cancel follow the same rule for a charge with an open family payment: that payment is cancelled before the action is applied. If it cannot be cancelled, the action does not happen and the dashboard explains why. This prevents charging twice—in cash and by card—or leaving a later confirmed payment unrecorded on an already cancelled charge.

Processing remains while the provider processes the payment. If the result cannot be checked or still needs to be recorded, Verifying payment appears; refresh before doing anything else. The method for the open payment is selected or confirmed in the family app; it is not automatically assigned to the saved card used in an earlier attempt.

Next step

For cards, see Set up online payments with Stripe; for direct debits, follow Set up and generate bank collections.