We're Here To Help You

Jump to contact form

Frequently Asked Questions

How do I get in touch with Harlands?

To raise a query on behalf of a member contact our Clubline Team:
Telephone: 01444 449156
Email: clubline@harlandsgroup.co.uk

Examples of things to contact our Clubline Team for:

  • Bulk Customer Amendments (30 or less)
  • General Member Queries
  • Customer Freezes
  • Customer Cancellations
  • Updating Member Details
  • Updating Member Pricing
  • Client login access queries

For all other queries please use the contact us form below.

If your members need to contact us, they should call or email:
Telephone: 01444 449166
Email: c.service@harlandsgroup.co.uk

To make a payment: www.harlands-cloud.co.uk/payflex  

Client Login

How do I access the Client Login portal?

If you don’t have access to Client Login, please send a request to our Client Support Team using the contact us form or call 01444 449156.

Payment Queries

I have not received a payment, or my payment is late?

If you have not received a payment when you expected to it may be because the payment date has fallen on a weekend or bank holiday. If a payment date falls on a non-working day, then the payment will typically be made on the next working day.

If you still haven’t received a payment by the next working day then please contact our Client Support Team by completing the contact us form.

My payment amount differs to what I expected to be paid why is this?

If you have any discrepancies between what you were expected to be paid and what you have received in your business bank account, you should first check Client Login to see if any Direct Debits have been rejected. If you’re still having problems reconciling, then you can contact our Client Support Team by completing the contact us form.

I would like to query a deduction on my invoice or get a breakdown of the fees I have been charged?

Please contact our support team by providing us with the invoice number in question.

When are the direct debit runs and payment dates?

Harlands has two collection periods each month. All collections from the 1st to the 15th of each month are paid on the 20th of each month excluding weekends and bank holidays, and all collections between the 16th and the 31st are paid on the 7th of each month, excluding weekends and bank holidays.

Indemnities

What is an indemnity? What are the parameters for an indemnity?

Indemnity Claims are the method by which a payer can claim their payment back under the Direct Debit Guarantee. The bank is obliged to offer an immediate refund in the event that a Direct Debit has been taken in error or without authority.

Bulk member amendments

I need to make a change to multiple members Direct Debits?

If you want to make a change to over 30 existing members Direct Debits i.e. the price or collection date then you will need to submit your request to our Client Support Team by completing the contact us form.

Please give as much detail as you can on the form and a member of the team will contact you to discuss the bulk change.

I want to change the instalment price for multiple members, how quickly can this done?

We ask that you give us a minimum of 6 weeks’ notice prior to your desired go live date. This will give us sufficient time to work with you to gather all of the necessary information and make the relevant changes, including sending communications to all the affected members.

 

Account amendments

I need to update my business bank details?

Simply complete the contact us form and make sure to include of the relevant information and a member of our Client Support Team will be able to assist you with the change.

I need to update the contact details you hold for my business or the contact details of a new or existing employee?

Simply complete the contact us form and make sure to include of the relevant information and a member of our Client Support Team will be able to assist you with the change.

The name of my business is changing or has changed?

If you’re trading as or legal entity name is changing then please contact our Client Support Team by completing the contact us form.

The legal owner of my business is going to change, what do I need to do?

You will need to contact our Client Support Team by completing the contact us form with the name and contact details of the new owner and the date the new ownership will commence.

SNAP

What is SNAP?

SNAP is an online member sign up portal that can be integrated within a business’s website. It makes the process of signing up new members quick easy and completely paperless.

I would like to make an amendment or change to my existing SNAP portal how can I do this?

In order to make any changes or amendments to your SNAP portal please contact Client Support Team, using the contact us form and we will be able to support you with this.

How do I get setup on SNAP or add it to another site?

Simply contact our Client Support Team and a member of our team will contact you.

 

Contact Us

Please note, if we are collecting a Direct Debit payment from you on behalf of your gym or leisure centre, click here to complete the members contact form on this page to avoid delays in your request being actioned.

Do we manage membership collections for your organisation?
Get in touch with our Client Support and Client Solutions team using the form below (for more details on how our teams work see Important Client Update: How To Contact Our Team).

Need to share an attachment? Please send this to us using the auto-reply email that you’ll receive after submitting the form below. Simply reply to the email and attach your file(s).