Applicable to: Club, Association and Administrative Body Administrators
Application(s): Admin Portal > Payments
This article will cover the following:
- Understanding your organisation's payout schedule
- Updating your organisation's bank account details
- Troubleshooting missing payouts
- Getting help with other payment queries
Related articles:
- Enable online payments for your organisation (AUS & NZ, UK or Canada)
- Setting up multiple bank accounts in PlayHQ
- Generate a Payout Report
Overview
Your organisation's payment setup determines where funds collected through PlayHQ are deposited, and how often they're paid out. You may need to update these details when changing bank accounts, resolving payout issues, or responding to banking changes.
All payment setup changes require verification by your sport's support team to protect your organisation's financial security.
Understanding your organisation's payout schedule
Funds collected through PlayHQ are grouped together and paid into your nominated bank account as a payout. Each organisation is set to one of two payout schedules:
- Weekly – collected funds are paid out once a week
- Monthly – collected funds are paid out once a month
Transactions aren't paid out straight away. They become available for payout 6 days after they occur in Australia and the UK, or 15 days in Canada, and are then included in your organisation's next scheduled payout.
⚠️ Important: Check your schedule before contacting support about a missing payout
If your organisation is on a monthly schedule, it's normal to go several weeks without receiving a payout. Many "missing payout" enquiries are from organisations that are on a monthly schedule and are simply waiting for their next payout.
How to check which schedule your organisation is on
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Generate a Payout Report
Follow the steps in Generate a Payout Report to view your organisation's recent payouts.
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Review your recent payout dates
Look at the dates of your last few payouts. If they're roughly a week apart, you're on a weekly schedule. If they're roughly a month apart, you're on a monthly schedule.
[Screenshot: Payout Report showing payout dates]
If you've never received a payout, or you're still unsure, your sport's support team can confirm your organisation's payout schedule.
Once you know your schedule, you'll know when to expect funds in your bank account and whether a payout is actually overdue.
Updating your organisation's bank account details
If you need to change where your organisation receives payments from PlayHQ, your sport's support team will process this request after verifying your details.
Contact your sport's support team with the following information:
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Organisation details
- Your organisation name in PlayHQ
- Your name and role at your organisation
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Bank account information
- Current bank details connected to PlayHQ
- New bank details you want to use
- Reason for changing bank details
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Verification document
- Bank statement showing your organisation's name and new account details, OR
- Official bank document confirming your organisation name and new account details
⚠️ Important: Payment changes require documentary verification to protect against fraud
Processing times vary by sport.
Troubleshooting missing payouts
Before contacting support, check your organisation's payout schedule. If you're on a monthly schedule, your next payout may not be due yet. Also keep in mind that recent transactions won't be included in a payout until the holding period for your region has passed.
If your payout is overdue based on your schedule, your sport's support team can investigate the issue. Contact them with the following information:
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Organisation details
- Your organisation name in PlayHQ
- Your name and role at your organisation
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Payout history
- Date you last received a payout (or confirm if you've never received payouts)
- Your payout schedule (weekly or monthly), if known
- Current bank details registered in PlayHQ
Getting help with other payment queries
For all other payment gateway questions – including transaction disputes, refund processing, or payment reporting – contact your sport's support team directly.
Visit the Contact Us page and select your sport to find their preferred contact method.
Frequently asked questions
When will I receive my next payout?
This depends on whether your organisation is on a weekly or monthly payout schedule. Check the dates of your recent payouts in your Payout Report to see your pattern. If your organisation is on a monthly schedule, it's normal to wait several weeks between payouts. Remember that a transaction is only included in a payout once its holding period has passed (6 days in Australia and the UK, 15 days in Canada).
How do I know if my organisation is on weekly or monthly payouts?
Review your recent payout dates in your Payout Report. Payouts roughly a week apart mean a weekly schedule; roughly a month apart means a monthly schedule. Your sport's support team can also confirm this for you.
Can I change my organisation's payout schedule?
Contact your sport's support team to discuss your options.
A participant has paid, so why isn't the money in our account yet?
Transactions aren't paid out instantly. There's a holding period before a transaction is available for payout: 6 days in Australia and the UK, and 15 days in Canada. After that, it's included in your next available payout, which may be up to a month away if you're on a monthly schedule.
Why can't I change bank details directly in PlayHQ?
Payment details are managed by your sport's support team to maintain financial security and prevent unauthorised changes. This verification process protects your organisation's funds and ensures changes are made by authorised personnel only.
How long does it take to update bank details?
Processing times vary by sport depending on their verification workflows and support operating hours. Contact your sport's support team for specific timeframes.
Can I set up multiple bank accounts for different payment types?
Yes, you can request that multiple bank accounts be enabled for your organisation by contacting your sport's support team to discuss your available options. See Setting up multiple bank accounts in PlayHQ.