Payment Details Support

Applicable to: Association and Club Administrators
Application: Admin Portal

This article will cover the following:

1. How to change your organisation's bank details connected to PlayHQ
2. Problems receiving payouts from PlayHQ
3. Other Stripe payment gateway queries

Related articles:

• Set Up Payment Details (Stripe Onboarding Form)
• Registration Payment Methods

Changing my organisation's bank details connected to PlayHQ

If you would like to change the bank details that you currently receive payments from PlayHQ, contact your sport's support team who can assist with this process.

Please ensure you include the below information when submitting your support request or email. 

1. Your organisation name in PlayHQ

2. Your name and role at your organisation

3. Your organisations current bank details

4. Your organisations new bank details you would like to change to

5. Your reason for changing bank details

6. A copy of a bank statement with your organisations name on it and confirms your new bank details, or another document from your bank which includes your organisation name and confirms your new bank details on the document.

Payouts are not being received to my organisation's nominated bank account

If your organisation is not receiving any payouts to your bank account from PlayHQ's payment gateway, contact your sport's support team who can assist with this process.

Please ensure you include the below information when submitting your support request or email. 

1. Your organisation name in PlayHQ

2. Your name and role at your organisation

3. When was the last date you received a payout from PlayHQ's payment gateway? Or have you never received any payouts from PlayHQ's payment gateway?

4. Your organisation current bank details (so we can check these are accurate in PlayHQ Stripe payment gateway)

5. Occasionally PlayHQ's payment gateway Stripe can pause payouts to an organisation as they require the business to provide further verification documents. Most commonly, Stripe requests a 'proof of business' document from an organisation and then resumes all payouts once provided. In this scenario, can your organisation please provide one of the below 'proof of business' document examples to your sport, and we will upload this to Stripe for your organisation and let you know once Stripe has approved payouts to resume

• Australian Business Number Confirmation (Certificate of Registration)
• Australian Securities and Investments Commission (ASIC) Record of Registration (Certificate of Registration)
• Australian Business Register Extract (Commercial Register Extract)
• Certificate of Registration of Change of Name
• Australian Charities and Not-for-profits Commission Extract (Charity or Non-Profit Extract)
• Consumer Affairs Association Extract (Incorporated Association Extract)

For all other Stripe payment gateway queries

Please contact your sport's support team who can assist with this process.

Visit the Contact Us page and select your sport to find their preferred contact method.