Payment Troubleshooting Guide for Members

Step 1: Identify Your Payment Type

The first thing to establish is whether you are paying:

Pay in Full (PIF)

A single annual payment made by debit or credit card through PlayMoreGolf.

How to identify:

• You are paying the full membership fee in one transaction.
• You do not have a monthly finance agreement.
• The payment is being made during a new membership purchase or renewal.

Premium Credit (PCL)

Premium Credit Ltd allows members to spread the cost of their membership over 12 monthly payments. This is a separate finance agreement. Premium Credit Ltd offers facilities to distribute membership payments over 12 months.

How to identify:

• You pay monthly rather than annually.
• You have a finance agreement with Premium Credit.
• Your issue relates to a Direct Debit or monthly instalment.

Step 2: Could It Be a 3D Secure Issue?

What is 3D Secure?

3D Secure is an additional security check used by banks to verify online card payments.

Depending on your bank, you may be asked to:

• Approve the payment in your banking app.
• Enter a one-time passcode (OTP).
• Complete Face ID or fingerprint verification.

If this authentication is not completed successfully, the payment will fail.

How to Identify a 3D Secure Failure

Your payment may be failing due to 3D Secure if:

✅ You were redirected to your banking app.

✅ You received a text message or passcode from your bank.

✅ You saw a message similar to:

• Authentication Failed
• Unable to Verify Payment
• Transaction Not Authorised
• Payment Declined

✅ The payment appears to process but then fails shortly afterwards.

How to Test for a 3D Secure Issue

Please try the following:

1. Use a Different Device

If you are using a desktop computer, try completing the payment on your mobile phone.

If you are using a mobile phone, try a desktop or laptop instead.

2. Use a Different Browser

Try:

• Google Chrome
• Microsoft Edge
• Safari
• Firefox

3. Check Your Banking App

Make sure:

• Your banking app is installed.
• You are logged in.
• Notifications are enabled.

Some banks require approval through their mobile banking application.

4. Try Another Card

If available, try an alternative debit or credit card.

This can help determine whether the issue is specific to the bank or card being used.

5. Check for Security Software

VPNs, ad blockers, pop-up blockers and certain security settings can occasionally interfere with online payment authentication.

What To Do If 3D Secure Continues To Fail

Please contact your bank and ask:

• Whether they can see the attempted transaction.
• Whether the transaction has been blocked.
• Whether there are any restrictions on online payments.

If the issue persists, contact PlayMoreGolf Support and provide:

• A screenshot of the error message.
• The date and time of the payment attempt.
• The last four digits of the card used.

Step 3: Troubleshooting Pay in Full (PIF) Payments

Common Causes

Incorrect Card Details

Please check:

• Card number
• Expiry date
• Security code (CVV)

Insufficient Funds

Ensure there are sufficient funds available to cover the transaction.

Card Restrictions

Some banks may block unusually large or online transactions as a fraud prevention measure.

Expired Card

Check that the card has not expired.

3D Secure Authentication Failure

Refer to the 3D Secure section above.

What To Do

• Re-enter your card details carefully.
• Retry the payment using a different browser.
• Retry using a different device.
• Try an alternative card.
• Contact your bank if the payment is declined again.
• Contact PlayMoreGolf Support if you continue to experience problems.

Step 4: Troubleshooting Premium Credit (PCL) Payments

Premium Credit Ltd provides finance agreements that allow membership costs to be spread over 12 monthly payments. 

Common Causes of Monthly Payment Issues

Direct Debit Failure

Your bank may have rejected the Direct Debit collection.

Insufficient Funds

There may not have been enough money available when the payment was due.

Bank Account Changes

Your bank account details may have changed since your finance agreement was set up.

Cancelled Direct Debit

The Direct Debit instruction may have been cancelled or expired.

How to Check

Please review:

• Your recent bank transactions.
• Any notifications from your bank.
• Any correspondence from Premium Credit.

What To Do

As Premium Credit agreements are managed directly by Premium Credit Ltd, payment queries relating to monthly instalments should be raised with Premium Credit.

https://www.premiumcredit.com/

• Customer service phone number: 0344 736 98 18 / 0344 736 9836
• Virtual Assistant: Prima - available 24/7 and can answer any questions with details specific to your credit agreement, including how much your payments are and when your payments are due.
• Your reference will start with D.

Examples include:

• Missed payments
• Direct Debit queries
• Updating bank account details
• Payment dates
• Finance agreement questions

PlayMoreGolf is unable to amend or manage Premium Credit agreements directly.

Before Contacting PMG Support

To help us investigate your issue as quickly as possible, please provide:

• Your full name
• The golf club you are a member of
• Whether your payment is Pay in Full (PIF) or Premium Credit (PCL)
• The date and time of the payment attempt
• A screenshot of any error message
• The last four digits of the card used (never send full card details)

Quick Summary

Were you asked to approve the payment by your bank? → Likely a 3D Secure issue

Are you paying the full amount upfront? → Follow the PIF troubleshooting steps

Do you pay monthly by Direct Debit through Premium Credit? → Follow the PCL troubleshooting steps

Still having problems? → Contact PlayMoreGolf Support with the details above and we'll be happy to help.

 ✉️ customerservices@playmore.golf

 📱 03305 556 555 option 1