Skip to main content
Must know
  • Payment returned means your bank sent a payment back. Your spot is still held, and you need to pay the invoice again.
  • Charged back means a disputed payment was pulled back: the items were cancelled and no refund was issued.
  • Questions go to your club. The box on the invoice shows your club’s email.
Two different events. Both mean your bank took back a payment, with different results. If you see Payment returned. The invoice reopens with a red Failed badge and a Payment returned box: “Your bank returned this payment on [date]. Your spot is still held - pay again to keep it. Contact [club email] with any questions.” Without a club email on file, it ends “Contact the club with any questions.” The bank’s reason may appear under it, for example “Insufficient funds.”
1

Open the invoice

Select Invoices in the family portal sidebar (on a phone, under More). To narrow the list, open Filters and choose Failed under Status. Then select the invoice to open it.
2

Pay it again

Pay the balance in the Pay this order section.
3

Check it's paid

When your new payment goes through, the invoice reads Paid and the box goes away.
Who’s told. Your club is alerted automatically, and you’re usually emailed that the payment failed. A returned automatic payment goes back into the usual retries and notices. If you see Charged back. The invoice shows a red Charged back badge and this box: “Your bank returned this payment on [date]. The items on this order were cancelled and no refund was issued. Contact [club email] with any questions.” What it means. The items (such as a program registration, membership or pass) are cancelled, automatic payments for them stop, and there’s nothing to pay. This badge replaces any refund status. You’re usually emailed a list of what was cancelled (“Your access has been updated”). To get a spot back, contact your club. To list these invoices, open Filters and choose Charged back under Status. Not the same as Refund reversed. That’s a refund your club sent you bouncing back to your club, not your payment being pulled back. Related: What do my invoice statuses mean? · How do I pay an invoice that’s due or overdue? · What does ‘Refund reversed’ mean? · What happens when an automatic payment fails?