Manage active subscriptions

This article covers how members can manage active subscriptions for payments made to a club on Pitchero.

Quick links:

Overview

The Manage active subscriptions page allows a member to easily change bank card details associated with active subscription payments they are making to a club via their Pitchero account area.

This helps clubs to enable members to manage the bank card details for recurring subscriptions, reducing the loss of money for the club.

View an active subscription

Step-by-step guide:

• Login to your Pitchero account in a web browser
• Click your profile image in the top right corner of the page
• Click "Your Account" (if your account is associated with more than one club, click "Your Account" and then the club name)
• Click "Payments" at the top of the page
• Click "Active Subscriptions"
• View a list of products purchased with an active subscription
• Click on the product name to view the product and subscription details

Update bank card details of an active subscription

Step-by-step guide:

• Login to your Pitchero account in a web browser
• Click your profile image in the top right corner of the page
• Click "Your Account" (if your account is associated with more than one club, click "Your Account" and then the club name)
• Click "Payments" at the top of the page
• Click "Active Subscriptions"
• Click on the product name
• View the card details used as the current method of payment
• Click "Change" on the right-hand side of the page
• Click "Add new card" in the sidebar on the right-hand side of the page
• Enter the new card details and click "Add card"

The new card details will be saved as a payment token on the system and as the primary method of payment for this product subscription only.

Update bank account details of an active subscription

The option to update bank card details for an active subscription is available when completing payment by bank card (via Stripe) only.

There currently isn't an option to update bank account details when completing payments by Direct Debit (via GoCardless) on Pitchero.

Instead, the member would need to contact the payment provider, GoCardless, directly to change the bank account details. When contacting GoCardless, a member may wish to consider having the following information available so that GoCardless can locate and verify the customer account:

• The email address associated with Pitchero and/or GoCardless
• The name of the club that payments are being made to
• The name of the product that payments are being made for
• The amount of the last payment completed
• The date of the last payment completed
• The GoCardless payment reference number (located on the Active Subscriptions page) in the member's Pitchero account
• The last 2 or 3 digits of the account number that payments are currently being made from

Cancel an active subscription

There isn't a way to cancel an active subscription that you have with a club in the Pitchero account area. Instead, the member should contact a Webmaster/official at the club directly regarding the matter.

The club can manually cancel a member's subscription following this guide.

Troubleshooting

This section covers common troubleshooting queries:

• Unable to see the Active Subscriptions page
  • In order for the "Active Subscriptions" page to show, the member needs to be logged into their Pitchero account in a web browser. The option is not yet available for members using the Pitchero Club app.
• How to update card details for an active subscription
  • If a member wishes to update the bank card/token details for an active subscription, the member should add the new card and set it as the default card before removing the existing card from the page.
• How to update bank account details for an active subscription
  • There isn't an option for a member to update their bank account details (managed by the club's GoCardless payment provider account) in the Payments area of their Pitchero account.
  • The member would need to contact GoCardless directly to update their bank account details. This is covered in the "Update bank account details of an active subscription" section of this help article.
• Unable to remove a bank card from the Active Subscriptions page
  • A new card needs to be added by the member on the Active Subscriptions page before the member can remove the existing card.
  • A valid bank card needs to be associated with the active subscription. Only when the subscription has expired or has been cancelled by the club can the bank card be removed from the member's Pitchero account.

Related articles

Thanks for taking a look at this article, we hope that you found it useful.

You may also find these related articles useful too:

• Purchase a product from the club website
• View my payment history with a club
• Manage cards associated with payments to your club

Contact Support

If you have any questions regarding managing an active subscription on your Pitchero account, you can contact our dedicated support team via the form below.

When contacting support, it's important that you provide as much relevant information (including steps taken, links, and screenshots to relevant pages) so we can help to resolve the query as quickly as possible for you.