A member becomes overdue when a scheduled payment has not been collected and there is no replacement payment in place. This article explains the common reasons a member can become overdue, how to find them in ClubRight, and how to collect the missing payment.
Finding overdue members
ClubRight surfaces overdue members in four places:
The Unpaid tile on your main dashboard, which shows the current count of members with overdue or failed payments.
Dashboard notifications. A new notification appears when a payment fails or a mandate is cancelled.
The Payments area. The Debtors section shows all members with overdue balances in one place, which is the best view for working through them in bulk. See Working with the Payments area in ClubRight.
Contacts filtered by overdue status. In Contacts, filter by overdue payment status to see the full list of overdue members alongside the rest of their record.
Common reasons a member is overdue
There are six common reasons a member's account shows as overdue. Working through them in order is the fastest way to identify what has happened.
1. The scheduled payment failed
The most common cause. The member's Direct Debit or card payment was rejected by their bank, usually due to insufficient funds, a cancelled mandate, or an expired card. To see the failure reason, open the member's profile and view their payment schedule. Failed payments are marked Failed Refer to Payer or similar.
For more on Direct Debit failures specifically, see Why has a member's Direct Debit failed?. For card payment failures, see Why can't my member pay by card online?.
2. The member cancelled their stored payment method
If the member has cancelled their Direct Debit mandate at their bank, or removed their stored card, scheduled payments cannot be collected. On the member's profile, the Payments view will show no active mandate or no stored card.
3. The plan was set up too close to the payment date
Both Direct Debit providers need lead time before the first payment can be taken:
ClubRight Pay Direct Debit: six working days in advance.
GoCardless: five working days in advance.
If a member signed up too close to their first payment date, the first collection will not happen on time, and the member becomes overdue until you take the payment manually or wait for the next scheduled collection.
4. A joining fee or pro-rata payment is outstanding
Joining fees and pro-rata payments are always charged upfront at sign-up and need to be collected manually if they did not go through at the point of joining. These appear as overdue lines on the member's profile until you collect them.
5. No payment method is set up on the membership
If the membership was created without a payment method (for example by importing or manually adding a member), scheduled collections cannot be set up. To add one, open the member's membership and click the payment option to add a Direct Debit mandate or card.
6. A requested payment was cancelled
If a Direct Debit collection was requested and then cancelled, it shows as failed in ClubRight. If you re-request it for after the original payment date, the member will be overdue from the original date until the new collection completes. For example, a payment due on the 1st that is re-requested on the 3rd will leave the member overdue between those two dates.
How to collect an overdue payment
Once you have identified the cause, there are two ways to collect the missing payment.
In-club, through the till
Open the member's profile from Contacts.
On the overdue membership tile, click Collect.
Click Take payment.
If the member has a card saved, you can click Charge £… to card ending …. Otherwise click Pay another way (go to till), or Go to till if no card is saved.
Choose how the member is paying, for example Cash or Card terminal (PDQ), and finish taking the payment. The till shows Payment recorded when it's done.
The member is immediately brought back up to date.
I took a payment at the till. Why is the failed payment still red?
A month shows in red as MISSED when ClubRight still counts it as unpaid. A till payment is put against the oldest unpaid month first, not the month you took it for. So if the member owed for more than one month, a later month can still show red after they've paid cash or card at the till.
There's no way to link a till payment to one specific overdue payment or mark off a particular month. When you pay off an overdue balance, the payment always clears the oldest amount owed first. Check DUE on the membership to see what's still owed (see below).
Paying off the overdue balance vs an ordinary till sale
Only a Membership payment line in the till pays off what the member owes. You get this line when you take payment from the overdue membership (see the steps above). It's also added automatically when you click Sell on the member's profile.
If you remove that line and ring up a product instead, the money is recorded as a sale but nothing comes off the membership. This applies even to a product set up for membership payments, and even when the amount matches. The member stays overdue and stays on Payments > Debtors. If this has already happened, contact our Customer Success team.
What the member's payments look like afterwards
Open the membership and click Manage & view details. The Schedule shows each month as:
PAID (green): covered, either by the Direct Debit or by a till payment. A month whose Direct Debit failed shows as PAID once a till payment has covered it.
COLLECTING (amber): a collection or retry has been sent to the bank and hasn't cleared yet.
MISSED (red): still unpaid.
Click View full schedule to see every transaction. Failed Direct Debit collections stay listed there as Failed, for example Failed Refer to Payer. Till payments appear as separate Sale rows with the status Success. The Due column shows what's still owed after each row.
How to tell what the member still owes
Open the member's profile from Contacts.
Check the membership tile. A paid-up membership shows Payments up to date instead of an overdue amount and Collect.
Click Manage & view details and check DUE. Anything above £0.00 is still owed, and the red months show which ones.
To see where each payment went, click View full schedule and look at the Due column after each Sale row.
💡 Tip: If a member pays at the till for a particular month and an earlier month is still unpaid, the payment clears the earlier month. Check DUE before you tell the member they're up to date.
If a Direct Debit retry is already booked
While a retry is with the bank, the membership shows A re-try has already been requested. In the Schedule, that month shows as COLLECTING. You can still take payment, but Take payment only offers the amount that isn't already being collected, so the member isn't charged twice for the same payment. If the retry then fails, the month goes back to MISSED and you can collect it.
For cancelling a retry and taking the payment another way instead, see Why has a member's Direct Debit failed?
Online, by the member themselves
When an overdue member logs into the ClubRight Member App or your member area, they are automatically prompted to clear the outstanding balance. They can pay by card on the spot, without staff involvement.
For this to work, you need ClubRight Pay Card connected. See Why can't my member pay by card online? for setup checks.
Automated chasing
ClubRight can automatically chase overdue members with a sequence of escalating reminders, so your team only has to step in for the cases that need human follow-up. See Chasing overdue payments with Smart Workflows.
Helpful tip
💡 Try the self-serve path first. Members logging in to the app see an overdue prompt automatically. Many will clear the balance themselves before you ever need to phone them. Automated reminders give them the nudge to do so.
Have more questions about overdue members?
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.