Club Wallets: managing player balances

This article covers how to add or remove balance from a player's wallet, handle refunds, and troubleshoot missing credit.

Adding balance (recharging a player's wallet)

You can add balance using a preset recharge option or by entering a custom amount.

Option 1 – Preset recharge

1. Go to Customers and search for the player
2. Open the Wallets section in their profile
3. Click Recharge
4. Select the wallet and a preset recharge option
5. Amount, price, and description fill in automatically
6. Optionally add a private comment and mark the recharge as paid
7. Click Add balance

Option 2 – Custom recharge

1. Go to Customers and search for the player
2. Open the Wallets section in their profile
3. Click Recharge
4. Select Custom and enter the amount manually
5. Optionally add a private comment and mark the recharge as paid
6. Click Add balance

Removing balance

There’s no dedicated “remove balance” action. Instead, you can edit the wallet balance and set the new amount (higher or lower).

1. Go to Customers and search for the player.
2. Open the Wallets section in their profile.
3. Click Edit balance (the square-with-pen icon).
4. Optionally add a private note.
5. Click Edit again and enter the new balance the player should have (you can increase or decrease it).
6. Save

⚠️Balance edits are not recorded in the Payments list — they appear only in the wallet’s transaction history.

Checking wallet transaction history

You can review every wallet movement here (recharges, wallet payments, refunds, and manual balance edits).

1. Go to Customers and search for the player.
2. Open the Wallets section in their profile.
3. Click Transaction history (clock icon).
4. A panel opens on the right with all movements. For each one, you’ll see details like:
   • Date
   • Movement type
   • Amount and resulting balance
   • Whether it was marked as paid
   • Who performed the action
   • Notes (if added)

Refunds after cancellation

If a player paid for a booking using their wallet, the refund is returned to their wallet automatically when the booking is cancelled. No manual action is needed on your side.

Troubleshooting missing wallet credit

If a player reports missing balance, here are the most common causes:

• The credit is held at a different club
• The credit was added to a different player account or email address
• The balance has already been used
• The credit is in a different wallet type (e.g. promo wallet vs Club Wallet vs recurring wallet)
• A refund should have returned to the wallet but didn't process correctly

To investigate:

1. Go to Customers and open the player's profile
2. Check the Wallets section — review the balance on each wallet line
3. Review booking and payment history around the date the credit went missing
4. Check all wallet types: Club Wallet, promo wallet, recurring wallet

Wallet credit after account deletion

If a player deletes their Playtomic account, the action is permanent and cannot be undone. Club Wallet balances are club-specific and managed by you, but if the player creates a new account, the balance is not automatically restored to the new profile.

Check the player’s wallet details in Manager and handle the situation according to your club policy. If you can’t find the wallet details for a customer who deleted their profile, please contact Customer Care for help.

Viewing players with wallet activity

There isn’t a dedicated report to see wallet activity for all players, but you can export your customer list and review wallet balances in a spreadsheet:

1. Go to Customers
2. Click the download arrow on the right side
3. Export the customer list as a CSV file

Then open the file and review each player’s wallet balance column(s). If you’d like a step-by-step guide, see How to export a user list.

Bulk wallet operations

Need to update wallet balances for many players at once? You can do it with a wallet import.

Important: The value in wallet_balance overwrites the customer’s current wallet balance. Enter the final balance you want each customer to have.

Learn more: How to import Club Wallets

💬 Need Help?

If you have any questions, our Customer Care team is here for you. Don't hesitate to reach out!😊