FAQs - Requesting and receiving payments in the Spond App

Questions for admins making payment requests in Spond's team management solution - Spond App

Monica avatar
Written by Monica
Updated over a week ago

FAQs - Requesting and receiving payments in the Spond App

FAQs - Requesting and receiving payments in Spond App

What are the transaction costs for payments made in the Spond App?

Here is an overview of the transaction fees charged by Spond in various jurisdictions. These includes transaction costs for our payment partner, Stripe.

By default, the transaction fee is covered by the group. (The transaction fee is calculated per product, from the total amount paid, and the group is left with the price).

If the group wishes the members to cover the transaction fee they have the option to choose this.

If the group wants the members to cover the transaction fees, they have the option to choose this. A transaction fee is then added, so that the group is left with the price of the products after the calculated transaction fee is deducted.

EUR (Austria, Belgium, Finland, France, Germany, Ireland, Italy, Netherlands, Spain)

2.5% + €0.20

GBP (United Kingdom)

2.5% + £0.20

USD (United States)

3.29% + $1.00

AUD (Australia)

5% + AU$0.50

CAD (Canada)

5% + CA$0.50

CHF (Switzerland)

2.5% + CHF0.20

NOK (Norway)

2.5% + 2 kr

DKK (Denmark)

2.5% + 2 kr

SEK (Sweden)

2.5% + 2 kr

How do I change the payment method for payment requests in the Spond App?

If you want to change a payment method for existing payment requests in the Spond app, you must go through all your active payment requests or events and change to the new payment method.

  1. Go to Payments and find your payments.

  2. Select Edit by pressing the three dots in the top right corner.

  3. Go down to payment method and change to the new one you added or the one shared with in Spond Club. If you have access to a Spond Club account, it will be marked with your club's logo and name.

  4. Save your new settings.

  5. Repeat this for all the payment transactions and groups you have.

NOTE: If you're part of a group that shares an account in Spond Club, you can't always choose payment methods other than those prescribed by the club. Speak to your Spond Club admin to find out what your club's policy is.

Why does the payment request recipient receive an error message when they press the payment link in the email?

It may be that they downloaded the app while you were creating and sending out the payment request. Ask them to go into the app to check if it appears under Payments.

For payment requests in the Spond App, what does 'End date' mean?

End date indicates how long a payment request is valid for. After the end date, you will not be prompted to add new members who are eligible to receive the request, although payments can still be made.

How can I send an automated reminder for a payment request made in the Spond App?

When the payment deadline has expired, a 'Send reminder' button will appear next to the payment request in the Spond App.

When you first press 'Send reminder', nothing will be sent out yet. After pressing 'Send reminder', you can select who will receive the reminder.

The reminder will be sent both by email and in the Spond App. Users who don't have the app will receive it by email.

How can I send an personalised reminder message for a payment request made in the Spond App?

You can send a message to users with outstanding payment requests to tell them about any consequences of non-payment - ie. Members who have not paid their subs will not be allowed to train after X date:

  • Go to 'Payment request' and scroll down to 'Recipients'

  • Filter by Status > Not paid

  • When you select the users you want to message, a 'Send message" button will appear

  • Draft your message and press 'Send'

How do I export an overview of a payment request?

Within a payment request you can export the payment overview:

  1. Go to the payment request

  2. Press the receivers overview (paid, not paid)

  3. In app: Press the Excel icon in the top right corner. On web: Press "Export overview."

This overview includes:

  • Title

  • Description

  • The name and all contact information of the member/guardian who has paid/not paid

  • How much they have paid

  • What they have paid for

How do I export payments from the Spond App?

To get a full overview over all payments you have received from your group you can export your payments. The first page of the export ("Payments") will include expected arrival date, the name of the event/payment request and the amount as well as the total fee. The second page ("Transactions") includes the same as well as a full list over who made the payments for which member. The admin who has created the payment request can download this from their profile either in the app on on web.

In the app:

  1. Go to the Home tab and click your profile icon in the top left corner, then select Payment

  2. Choose the payout method where you have collected money and press Export payments. Type in the email/s you would like the export sent to.

On the web interface:

  1. Click your name in the top right corner, then Profile and Payment

  2. Go to Payout methods

  3. Choose the payout method you have collected money and press Export payments. Type in the email/s you would like the export sent to.

When will I receive payouts from Spond?

We will need to verify your personal information when you first register to receive payments from Spond. This should take a maximum of five days.

You can choose the payout schedule to be daily, weekly or monthly. You can edit this under Payments > Payment methods > View. You can also see what is pending in this section.

Please Note:
Due to regulations, our payment provider (Stripe) is required to hold funds for a minimum of 7 days after they are received. This means the earliest your payments will be paid out to your account is seven days after the payment is made, even if you select daily payouts.

Weekly payouts are made on Thursdays and monthly payouts on the 3rd of each month (or on the first working day after if the 3rd falls on a weekend. ).

What happens if a member has paid outside of the Spond App?

If the payment request is required (not optional) admin will be able to go to the recipient list and set the member as paid by pressing the three dots next to their name.

What do I need the IBAN number for?

The IBAN-number is an account number used for international payments, and is crucial if you are going to receive payments from overseas. The IBAN number identifies your bank account, and makes it possible to receive payments from an international bank. Spond use an international payment provider (Stripe) and is therefor dependant on the IBAN number.

How do I find my IBAN number?

You can usually find your IBAN number on your banking statement, your online banking or by contacting your bank directly.

(For Norway) Sparebank 1 has a website that allows everyone (regardless of which bank you have) to view their IBAN-number (link). You will have to specify your account number in order to access the IBAN-number. You can contact your bank if the attempt to find your IBAN-number through the Sparebank 1 website is unsuccessful.

How do I find my BSB number (Australia)?

A BSB (Bank-State-Branch) is a six-digit number that identifies the bank, branch and state that you opened your account in. The BSB code is used in addition to the bank account number to identify the recipient of a transfer.

You can usually find your BSB via your internet banking, your branch locator tool or bank statement. Please contact your bank if you are unable to locate it.

Why has Stripe asked me to add additional private owners?

Our payment provider, Stripe, is obliged to collect and confirm information regarding individuals owning 25% or more of the company in countries associated with SEPA (Single Euro Payments Area), in addition to the person that represents the company. Stripe will attempt to check every owner, which means they may request more information, if needed.

To comply with local laws and regulations we, and our payment processor Stripe, may require that you verify your identity. Find out more.

NOTE: To avoid delays and inconvenience, please ensure that all additional private owner requests are responded to in a timely manner.

Why have I been asked to provide additional Payment Method Verification?

Due to relevant local and international laws on the handling of financial transactions, Additional Payment Verification is sometimes required in order to set up payments in the Spond App.

You can find out more about Additional Payment Verification here.

Why have I received an email about account verification from Stripe?

To comply with relevant rules and regulations, our payment processor Stripe may request that you verify your identity or other information relating to the payout method you have entered. This requirement is there to protect your security, to prevent money laundering and other financial crimes.

If missing verification information is not updated when requested, pending payouts will be placed on hold until the information has been uploaded and verified. Receiving payments to the account may also be temporarily disabled, which means members won't be able to make payments.

NOTE: To avoid delays and inconvenience, please ensure that all verification requests are responded to in a timely manner.

How do I find my transit and institution number? (Canada)

  • The transit number (five digits) identifies which branch you opened your account at (often called your home branch).

  • The institution number (three digits) identifies which bank you use.

You can usually find your transit and institution number in your checkbook, your internet banking or by contacting the bank directly.

How do I find my Routing number?

Coming soon.

Find Out More

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