Below is a selection of common questions covering the following areas:
Some answers link to full articles for more detail, while others are provided directly here.
If you cannot find the information you need, please contact our Support Team.
Does GymMaster store payment card details?
For security reasons, GymMaster does not store billing details such as credit card numbers or expiry dates.
When a member adds a payment method, the details are sent directly to the billing provider, which securely stores the data. The provider generates a ‘token’ as a reference for the member and passes this token to GymMaster. GymMaster stores the token on the member’s account and uses it to process payments when billing.
Can I refund a billing payment?
Yes, some billing providers support refunds.
Because GymMaster does not store payment card details, refunds must be initiated through the billing provider.
If a refund button appears in GymMaster for a transaction, your provider likely supports it.
For more information, see Refunding Payments
Member was billed, but I don’t see the reference in GymMaster
This may occur if member details were added to the wrong account.
Check billing batches on the transaction date in both GymMaster and the billing processor; the reference should appear there.
Can I prevent staff from changing payment amounts?
Yes, via User Administration > Staff Member > Permissions.
Adjust the Member permission according to the restriction level required. Setting the Basic role prevents staff from editing charges and payments.
How can I view a member’s billing payments?
View payments on the Accounts and Billing tab of the member’s page.
How do I transfer members to a new provider or to GymMaster Integrated Billing?
See Moving your Members to a new Billing Provider.
How do I manually send an invoice to a member?
See Invoicing.
How can I view future billing charges for a member?
See Preview Billing for a Member.
How do I do manual billing?
Manual billing is not recommended long-term, but can be used temporarily during setup.
It is advised to set it up with assistance from GymMaster Support to ensure accuracy.
See Manual Billing Only.
How do I clear a charge using a Credit Note?
See Credit Notes – Clear a Charge.
How do I use member credit towards a payment in Point of Sale?
See Use Member Credit for Payment.
Can I change a member’s payment day for their membership?
See Change Payment Date.
See our guide to all Billing Provider Error / Decline Codes
Do I need to sign up with a specific billing provider to use GymMaster?
GymMaster works with PCI-compliant billing providers only, but there are multiple options available depending on your region.
Which PCI-compliant billing providers are available in my location?
See the full list of PCI Compliant Billing Providers.
How do I transfer members to a new billing provider?
See Moving your Members to a new Billing Provider.
We are transferring the business to a new bank. Do we need to inform our billing provider?
Yes. Contact your billing provider to update your bank details, as all payments are deposited directly into your business account.
How do I find out what a specific error or declined payment code means?
Check our list of Billing Provider Error Codes for each billing provider.
If the code is not listed, search online or contact your provider directly.
How do I set up and use EziDebit?
See Ezidebit Configuration and Use.
What do the EziDebit decline codes mean?
View Billing Provider Error Codes.
EziDebit Error: ‘Add payment denied - Only active customers can have payments added to their schedule’
See Ezidebit Error.
EziDebit Error: ‘Payment Stopped’
This means the member has blocked the payments at their bank. Contact the member directly.
Why are RealTime online payments not processing immediately?
RealTime payments must follow GymMaster’s online billing configuration rules.
Go to Settings > Member Portal Configuration > Billing, check options for ‘Bill Immediately’, enable where required, and save your changes.
See our guide on Failed Billing
Which report shows failed billing by members?
View the Reports & Till > Debt Collection Report.
How do I find out what a specific error or declined payment code means?
Check our list of Billing Provider Error Codes for each billing provider.
If the code isn’t listed, search online or contact your billing provider directly.
Why was a member able to access the gym after a failed payment?
Billing processing times may vary. There can be a delay between when a transaction is sent for processing and when GymMaster receives confirmation.
Recurring billing transactions may take up to five working days to be fully processed.
Can staff or members be automatically notified when a billing payment fails?
Yes. Use the pre-created Task Automation task Failed Integrated Billing Payment.
Assign a performer if required and configure the email template.
You can choose to notify the member, the staff performer, or enable auto-send for both.
Which report shows money owed by members?
View the Reports > Debt Collection Report.
How can I view a member’s full billing history as a report?
Go to the member’s page, select the Accounts and Billing tab, scroll to the bottom of the Account History list, and select Export to CSV.
You can also use the account statement button found within Accounts and Billing tab. TIDY
How can I see which members are set to ‘Never Bill’ or ‘Billing Pending Review’?
Go to Reports > Debt Collection.
Select Advanced Search then narrow search options to include Never Bill or Pending Review.
Why does my Sales Report show a different total than my Payments Report?
Sales and payments reports track different data, so totals will differ.
For example, a $100 membership charge on 1st Jan that fails will show:
If the catch-up payment succeeds on 1st Feb, that month will show:
Unpaid memberships, booking fees, and product sales increase revenue in the Sales Report but are only reflected in Payments when collected.
See the *Reports > KPI report for a combined overview of income and payments.
Can I run a report on upcoming expiring credit cards?
No.
GymMaster does not store credit or debit card information; it is stored by the billing provider, so card expiry reports are not available within GymMaster.
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