We have been made aware of new emails being sent from both VeryConnect and GoCardless to our members regarding their subscription payments, so we are providing some clarification around these emails and why they are being sent.
These new emails are a result of the exercise undertaken by VeryConnect in December last year, to allow all membership payments to be managed through their platform. We would like to note that the SMiSA board were unaware that these issues would arise following this exercise, and apologise for any inconvenience or confusion.
With all payments now being initiated by our VeryConnect platform, this is why all members will now receive a 'payment confirmation' receipt email from "[email protected]". An example of the contents of this email is shown below:
As well as this email, members are being sent an email from GoCardless (who are our payment handlers). The contents of this email depend on when you signed up to SMiSA.
PAYMENT APPROVAL EMAIL FROM GOCARDLESS
It appears that members who signed up before 2016 are being asked to approve their payment by GoCardless ([email protected]). Please click "Review this payment" to follow the link, then click "approve payment" if you have received this email. If you do not do this, we will be unable to withdraw your subscription fee from your bank. Your membership would then expire and you will cease to be a SMiSA member since payment cannot be taken.
Once you approve this month's payment, any future subscription fees will be taken as normal without this approval.
PAYMENT NOTIFICATION EMAIL FROM GOCARDLESS
If you signed up to SMiSA after 2016 and did not receive the approval request email above, it is likely that you will have received an email from GoCardless notifying you of an upcoming payment. No action is required if you received this email.
You may have noticed that the date on the SMiSA receipt email and the date of the payment noted on this email do not match. Please don't worry about this, as GoCardless are only estimating when the payment will be taken, since it can take up to a week from VeryConnect initiating the payment collection process (receipt email) and the funds being received from your account. Both emails refer to the same payment, so rest assured you will not be charged twice.
PAYMENTS ASSISTANCE EMAIL
In order for us to respond to any queries and resolve issues as efficiently as possible, we have opened a mailbox helpline to allow members to contact us regarding their payments situation.
If you have any queries regarding the emails above and what you need to do, please contact [email protected].
We would like to once again apologise for the confusion and inconvenience this issue may cause. Please be assured that we are working hard to resolve any member queries regarding payments as fast as possible.
Best Regards,
The SMiSA Board