The Payments area brings the financial side of your club together in one place. From a single area you can track your incoming payments, monitor your debtors, dig into revenue trends, see activity across your payment providers, and act in bulk across multiple payments. This article explains what is in each part of the Payments area and what it is for.
⚠️ Owner access: the Payments area is available to Owner logins. Staff at Manager level and below will not see Payments in the burger menu.
⚠️ Note: Not every report listed here will be available to every club, as it depends on your ClubRight subscription. If a report is not listed in your account and you would like access to it, click the chat button to talk to our Customer Success team.
How to find the Payments area
Open the burger menu (top left) and go to Tools > Payments. The Payments area opens on the Overview page, and a sidebar on the left lists all the available sub-pages, organised into four groups: Navigate, Reports, Providers, and Tools.
Navigate: your operational view
The Navigate section is for day-to-day operational visibility.
Overview: the landing page of the Payments area. A top-line summary of collections, failed payments, outstanding debt, and active Direct Debits, plus a revenue trends chart, a payment methods breakdown, and your collection success rate.
Collections Calendar: scheduled and collected payments by day, with totals for expected, actually collected, and success rate, plus a per-day breakdown by Direct Debit and card.
Transactions: all membership payments and till sales, with filters for type and status.
Debtors: members with overdue or outstanding payments, with the information you need to act on them: amount due, last payment, days overdue, last chased, and payment method. Chase and Take payment actions are available inline on every row, and a Bulk message option is included for chasing multiple debtors at once.
Health: a payments health check that surfaces issues that typically end up as support tickets, flagged so you can resolve them first. See the section below for what Health catches.
Where do I see a list of failed payments?
To see your failed payments, go to Payments > Transactions and change the status filter to Failed. This is your failed payment report: it lists every Direct Debit that bounced and every card payment that was declined for the dates you choose, with the reason where the bank or card provider gives one.
Open the burger menu (top left) and go to Tools > Payments.
In the sidebar, click Transactions.
Choose a date range: Today, Yesterday, This Week, This Month, Last Month or Last 30 Days. You can also enter your own dates and click the refresh button.
Change All Status to Failed.
Each row shows the date, member, amount, payment method, status, source and reference. Where a reason is recorded, it appears in one of two places:
Direct Debit: under the Failed label. The most common is Refer to Payer, which usually means insufficient funds (no funds in the account). Others include Instruction Cancelled and No Instruction, which point to a problem with the member's Direct Debit mandate rather than their balance.
Card: in the Reference column, for example "Your card has insufficient funds". The text is shortened in the list. Click the row to open the payment detail, then hover over the reference to read it in full.
Not every failed payment has a reason recorded. Click any row, then click View Member Profile to look into it on the member's record. For more on why payments fail, see Troubleshooting overdue members and Why has a member's Direct Debit failed?.
⚠️ Note: A card that's declined at the till isn't recorded as a failed payment, so it won't appear in this list. If a member's card is declined at the till, the sale stays incomplete until it's paid or removed.
The Transactions list can't be exported. To export failed payments, go to Payments > Balance & Activity, click Failed, then click Export CSV. This exports your payment provider's records, so it lists the customer name rather than linking to the member's record, and doesn't include the failure reason.
💡 Tip: Payments > Overview shows how many payments have failed so far this month.
What Health catches
The Health page groups issues into categories so you can work through them by type. For each issue, you see the member, the plan, when it happened, the amount, and a detail line explaining the specific problem. An Open button on every row takes you straight to the member to investigate or resolve.
Common issue categories include:
Charged during freeze: members who were charged while their membership was frozen. Likely a refund is owed.
Charged after cancellation: members who were charged after their membership ended. Likely a refund is owed and a Direct Debit may need cancelling.
Duplicate charges: two successful membership charges of the same amount within 48 hours. Worth checking for double-billing.
Duplicate active schedules: active members with more than one live recurring schedule on file. They will be charged twice on the next collection cycle until one is removed.
Cancelled mandate, still set to DD: active members on Direct Debit but with no live mandate. Collection will not be possible until the mandate is reinstated or another payment method is added. This doesn't list every member who has cancelled their Direct Debit; see the next section.
Overdue but payment just landed: a member marked overdue but where a successful payment came in within the last seven days. Usually a reconciliation lag.
Stuck payment: a payment that has been sitting in Requested or Pending for more than seven days, indicating the provider did not pick it up or the webhook was missed.
Members in credit: members who have paid more than their payment schedule has asked for. This is usually left over from an earlier problem, such as a collection taken during a freeze or a refund handled outside ClubRight, so look for the cause rather than just clearing the balance.
Which report shows members who have cancelled their Direct Debit?
To see a list of members who have cancelled their Direct Debit, go to Payments > DD Schedules and click Inactive. When a member cancels their DD at their bank, their mandate shows here with the status Suspended, along with the date it changed. The list includes members whose membership has since been cancelled or has ended.
Open the burger menu (top left) and go to Tools > Payments.
In the sidebar, under Providers, click DD Schedules.
Click Inactive to show cancelled and suspended mandates.
Click a member's name to open their profile.
DD Schedules only appears if you have a Direct Debit provider connected. With some providers it is called DD Subscriptions.
Will I be told when a member cancels their DD?
Yes. If you use ClubRight Pay Direct Debit, a dashboard notification appears saying "Member no longer has an active ClubRightPay DDI." when a member's mandate is cancelled at the bank. Check your notifications daily so you can contact the member before their next payment is due.
What about the Health page?
The Cancelled mandate, still set to DD category on Payments > Health lists active members whose membership is still set to collect by Direct Debit but who no longer have a live mandate. It doesn't show every member who has cancelled their DD, and it doesn't say why the mandate is missing: the member may have cancelled it at their bank, or it may never have been set up. Use DD Schedules for the full list of cancelled Direct Debits.
You must have the member's permission before you reinstate their mandate. See Why has a member's Direct Debit failed? for how to do it.
Reports: the financial picture
The Reports section provides detailed analysis of the financial side of your club.
Revenue Summary: revenue breakdown and comparison to the prior period, with totals for total revenue, till sales, recurring payments, and net member gain. Includes a six-month revenue composition chart and a nominal codes breakdown (if you have nominal codes configured in Settings). See Where do I see my club's revenue? for the full walkthrough.
Revenue Forecast: projected revenue for the next six months, with at-risk revenue (contracts ending in the next 60 days), growth trend versus last month, and a Contracts Ending Soon table so you can renew members as their contracts approach.
Product Revenue: product sales breakdown by group and nominal code, with totals for sales, VAT, and items sold.
Member Value: lifetime value analysis across all members. Shows average and total lifetime value, your high-value members (top 20% by spend), at-risk high-value members (those with payment issues), the top ten by lifetime value, and a full member breakdown with membership, product, and class spend.
Providers: payment provider activity
The Providers section gives you visibility of activity across the payment providers connected to your club. Each connected provider appears here automatically, with ClubRight Pay (Card and Direct Debit) as the standard path; other providers such as Stripe or GoCardless also appear here if you use them. The sub-pages available depend on which providers you have connected: card providers add card-specific views, and Direct Debit providers add DD-specific views.
Balance & Activity: balances and recent transactions across all your connected providers. Shows the amount available to withdraw and the amount currently processing, broken down by provider, plus a full transaction list with gross, fee, and net amounts per transaction, so you can see what you have earned and what has been deducted as fees. Settlement dates are in the CSV export (see "Fees and settlement dates by provider" below). Filter the list by status (successful, failed, pending) or by provider.
DD Schedules (labelled DD Subscriptions for some providers): all the mandates and Direct Debit schedules held by your provider, with the linked member, status (active or inactive), and the number of active schedules per mandate. Click Inactive to see cancelled and suspended mandates, including members who have cancelled their Direct Debit at their bank. Appears when you have a Direct Debit provider connected.
DD Payments: Direct Debit collections matched against ClubRight payment records. Useful for reconciling provider collection activity with your ClubRight history and spotting unmatched collections. Appears when you have a Direct Debit provider connected.
Card Payments: card transactions matched against ClubRight payment records. Useful for reconciling card activity with your ClubRight history and spotting unmatched transactions. Appears when you have a card provider connected.
Fees and settlement dates by provider
What you see for fees and settlement dates depends on the payment provider:
Provider | Fee column | Settlement date |
Stripe | Shown on successful payments | In the CSV export, not on screen |
ClubRight Pay Card | Shown on successful payments | No settlement date. The CSV export has a payout reference instead |
GoCardless | Shows a dash (-) | In the CSV export, not on screen |
ClubRight Pay Direct Debit | Shows a dash (-) | In the CSV export, not on screen |
A dash in the Fee column means no fee is recorded in ClubRight for that payment. It doesn't mean the fee was zero. To get the settlement details, click Export CSV on Balance & Activity. For what a provider actually took in fees and when it paid out, the provider's own statement is the final word.
Tools: act in bulk
Bulk Payment Actions: apply changes across multiple payments at once, such as updating payment details or adjusting membership settings for many members in a single scheduled action. Accessible directly within the Payments area, and also from Settings.
Have more questions about Payments?
If you have a question that is not covered here, our Customer Success team is happy to help. Reach out via the chat button at the bottom right of your ClubRight dashboard.