Troubleshooting

Membership Application Troubleshooting Guide


Please read the ‘how to’ guide for step by step instructions.

General Tips

  • Whenever possible, use a computer or laptop rather than a phone to ensure all information is visible.
  • If using a phone, switch to landscape view and scroll both horizontally and vertically to access all details.
  • Certain browsers such as Safari, Edge, and Firefox may present challenges. Switching to Chrome usually resolves these issues.
  • Using a VPN can restrict access to some pages. Try disabling it if encountering problems.

 

Special Membership Cases

  • For Members Under 18: Ensure the main contact details belong to the parent or carer. If the parent/carer and child share the same first and last name, add "ad" after the parent/carer's surname. This will be removed by admin once the membership is processed.
  • For Group Memberships: When applying for couples or family memberships, include all members’ details, including date of birth and contact information for anyone over 18.

Payment Issues

  • Ensure all required boxes are checked for the application to progress smoothly.
  • If payment details have been entered but the transaction does not process, wait at least 30 minutes before retrying.  Delete any card details and proceed as if a new card using non saved details.
  •  Alternatively, if possible, try using a different payment method or card.
  • Try an alternative device if possible.
  • If the issue persists after a second attempt, contact your card provider to confirm the payment was not blocked. For further assistance, email membership@helsbytennis.co.uk.
  • Note: NatWest cards are known to encounter frequent issues during payment processing for reasons yet unknown.

Contact for Assistance

If you encounter persistent issues, please email membership@helsbytennis.co.uk. The team will liaise with Clubspark to resolve the problem and provide guidance.