Applicable to: Club, Association and Administrative Body Administrators
Application(s): Admin Portal > Payments
This article will cover the following:
- 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. 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.
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
-
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
If your organisation isn't receiving expected payouts from PlayHQ's payment gateway, your sport's support team can investigate the issue.
Contact your sport's support team with the following information:
-
Organisation details
- Your organisation name in PlayHQ
- Your name and role at your organisation
-
Payout history
- Date you last received a payout (or confirm if you've never received payouts)
- Current bank details registered in PlayHQ
💡 Tip: Confirm your payout expectations
Payout schedules vary by sport and organisation. Your sport's support team can confirm expected payout timing for your organisation.
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
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.