Payment problems — duplicate charges, Mollie, payment links and invoices
Below are answers to the most common payment questions and problems in FITsociety. Is your situation not listed? Start a conversation using the chat at the bottom right of the dashboard.
A member has been charged twice
A duplicate charge can have several causes:
Check under Finance → Payments whether two payments have actually been processed for the same period. Check the dates and descriptions.
If both payments succeeded, contact us through the chat. We can refund the duplicate payment or add it as credit, depending on the situation and your Mollie settings.
Make sure a membership has not accidentally been created twice for the same member (check under Members → the relevant member → Services).
Unable to activate or connect Mollie
Go to Finance → Payment settings → Mollie and click "Connect".
You need an active Mollie account with a completed company profile. You cannot receive payments without an approved Mollie account.
FITsociety requires a VAT number for the Mollie integration. Check whether this is entered under Settings → Company profile. See also: VAT number required for Mollie and invoicing.
If the integration already exists but does not work, remove it and connect again.
Payment link does not work or is not sent
Check whether Mollie is correctly connected and whether your account is in live mode (rather than test mode) in your Mollie dashboard.
Payment links are sent to the member's email address. Check whether the email address is correct under Members → the relevant member.
Ask the member to check their spam folder — payment emails sometimes end up in spam.
You can also resend the payment link manually through Finance → Invoices → the relevant invoice → Send reminder.
Setting up or changing direct debit
Set up direct debit (SEPA) through Finance → Payment settings → Direct debit.
For a membership, you can change the debit date for each member through Members → the relevant member → Services → edit the membership.
Want to pause debits temporarily (e.g. for a holiday)? Use the pause feature on the membership, or set an end date and create a new start date afterwards.
Changes to the debit date take effect in the next payment cycle, without retroactive effect.
Invoice renewed incorrectly or subscription does not expire
Check the membership settings: is "Automatic renewal" enabled? You can turn this off under Members → the member → Services → edit the membership.
Want to cancel the membership immediately? Choose "Cancel" on the membership. The member retains access until the end of the paid period.
Has an invoice already been created that should not have been? Contact us through the chat so we can adjust or reverse it.
Downloading several invoices at once
You can download invoices in bulk in two ways, without opening them one by one:
Option 1: Export from the invoice overview (Excel)
Go to Finance → Invoices.
Use filters to select the desired period or status.
In the top right, click Export and select the desired columns.
You receive an Excel file (.xlsx) with all filtered invoice details.
Option 2: Data export through Settings (Excel or ZIP with PDFs)
Go to Settings → Data export.
For the type, choose Invoices (XLSX) for an Excel overview, or Invoices ZIP for a ZIP file with all individual PDF invoices.
Set the desired date range and click Start export.
You can download the file through Recent exports → Download once the export is ready.
Payment is marked "outstanding" but the member has paid
Payments through iDEAL are normally updated immediately. A delay of more than 10 minutes is unusual.
Check your Mollie dashboard to see whether the payment is marked as successful there. If it is, but FITsociety shows it as outstanding, start a chat conversation with a screenshot of the Mollie payment.
For SEPA direct debit, it can take 2–3 business days for a payment to be updated — this is normal.
Revenue not paid out or payout delayed
Payouts are made by Mollie, rather than FITsociety. Check your payout schedule in your Mollie dashboard (Mollie → Payouts).
A new Mollie account has an initial waiting period of 7–14 days for the first payout while Mollie verifies your account.
Check whether your bank account is set up correctly in Mollie (Mollie → Settings → Bank account).
Turning off all payments/the finance module
Want to deactivate the payment module completely or stop using Mollie? You can do this through Finance → Payment settings → Disconnect Mollie. Please note: ongoing subscriptions remain active until you end them manually for each member.
Still having a problem?
Start a conversation using the chat at the bottom right of the dashboard. Include:
The member's name and the amount
The date of the debit or invoice
A screenshot of the payment in FITsociety and, if possible, in Mollie
This helps us resolve the problem quickly.