MeHelp and support
How club membership fees, card payments and account security work on MeHoop.
For families
How does paying a membership fee work?
- Open your club's page on MeHoop and sign in.
- If you are paying for a child, choose who it is for. If their team has its own fee, that is the one you can join; otherwise it is the club's.
- Press Join. You go to the secure payment page of the club's bank (Redsys), where you type your card and confirm with your bank, usually in your banking app.
- You come back to the club's page, which confirms the payment and shows until when you are a member.
The money goes straight to the club's bank account. MeHoop never handles it.
Is my card safe? What do you keep?
Your card number, expiry date and security code are typed only on Redsys's page, run by the club's bank. They never pass through MeHoop and are never stored by us.
What we keep is:
- the card's brand and its last four digits, so you can tell which card it is;
- a reference that Redsys gives the club for your card. It is not your card number, it only works on your club's payment terminal, and we keep it encrypted. It is how the next month is charged without asking you for your card again.
When you cancel, the reference is deleted.
When will I be charged?
The first payment is when you join. After that, on the same day each month (or each year, for a yearly plan) until you cancel. If you joined on the 31st, shorter months are charged on their last day, and the 31st again when the month has one.
The price is the one you agreed to when you joined. If the club changes its prices later, that applies to new members, not to you.
My payment was declined. What happens now?
We try the card again two days later, and once more five days after that. If it is still declined, we stop trying, and the club's page shows Pay now: press it to pay with the same card or a different one. The card you use then is the one charged from then on.
Your membership stays paid until the end of the last period you paid for.
How do I change my card?
When a payment is pending or has been declined, Pay now on the club's page lets you pay with a new card, which then replaces the old one. To change card while everything is up to date, ask your club.
How do I cancel?
On the club's page, under Membership, press Cancel membership. Your card is not charged again and its reference is deleted. You stay a member until the end of the period you have already paid for.
Refunds are decided and made by the club, from its bank. Ask the club directly.
Who can see my payment details?
The club's administrators see who pays (your name and email), for which child, the plan, whether it is up to date, and the card's brand and last four digits. Other families and the public see none of it.
The club decides what is done with your data; MeHoop processes it on the club's behalf. Details are in the privacy notice for payments.
For club administrators
What do we need before we start?
- A Redsys virtual terminal (TPV virtual) from your bank, in the club's name.
- Ask the bank to enable pago por referencia / tokenización (COF) and operaciones iniciadas por el comercio (MIT). Without them the first payment works but every renewal is refused.
- Ask the bank not to enable typing card numbers in directly (entrada directa de tarjeta). MeHoop does not need it, and it is what a thief would want.
- From the Redsys back office: the merchant code (FUC), the terminal number (usually 1) and the SHA-256 secret key. Turn on the online notification (HTTP + respuesta).
- Two-step sign-in on your MeHoop account (see below). Everything about the club's money needs it.
How do I turn on two-step sign-in?
- Install an authenticator app on your phone: Google Authenticator, Microsoft Authenticator, 1Password or any similar one.
- In MeHoop, open Set up and, under Two-step sign-in, press Set up two-step sign-in.
- Scan the QR code with the app and type the 6-digit code it shows.
- Save the ten recovery codes somewhere safe, away from your phone. Each one lets you in once if you lose the phone. They are shown only once.
From then on, signing in asks for your password and then the code from the app.
How do we set up card payments?
- In Set up, choose your club and go to Membership fees by card.
- Type the merchant code, terminal and secret key, choose Test to try it first, tick that you accept the club payment terms on behalf of the club, and press Save the terminal.
- MeHoop checks the terminal is the club's — we may phone you — and approves it.
- It starts working 24 hours after approval. Every administrator of the club gets an email when it is requested, approved or rejected, and any of them can cancel it in that time.
- Add your plans: a name, the amount and whether it renews every month or every year.
Once the club is happy with the test terminal, ask for the live one the same way.
Why does a change of terminal take a day?
Whoever can change the terminal decides where the club's money goes. If someone got hold of an administrator's password and put in their own terminal, new members would pay them — and existing members would be asked for their card again, on the new terminal. The approval and the 24 hours, with an email to every administrator, give the real club the chance to notice and stop it. The terminal already in place keeps working meanwhile.
If you get an email about a terminal change you did not expect, open Set up and press Cancel this change straight away.
Can we change a plan's price?
No. The price is what families agreed to. For a new price, add a new plan and turn the old one off: new members join the new one, and existing members keep paying what they signed up for.
Can one team pay a different fee?
Yes. When you add a plan, choose the team under For. Players of that team pay the team's fee instead of the club's; players of a team without its own fee pay the club's. A player pays one or the other, never both.
Which team counts is the one the player is in this season. A child already paying the club's fee when their team gets its own keeps paying what they signed up for; to move them to the team's fee, cancel the old one first.
What do the members' statuses mean?
- Active — paid up, renews by itself.
- Payment declined — the last renewal was refused. We retry after 2 days and then 5 days; after that the family has to pay with Pay now.
- Cancelled — no more charges; a member until the end of what they paid for.
"Redsys did not answer" — what do I do?
Very occasionally a renewal goes to Redsys and no answer comes back, so nobody knows whether the card was charged. We do not try again, because that could charge the family twice.
Look the order number up in the Redsys back office, then press It was paid or It was not paid on the member. If it was not paid, the normal retries continue.
Refunds, disputes and receipts
MeHoop never handles the money, so refunds and card disputes (chargebacks) are done from the club's Redsys back office. If a member shows Charged twice for the same period — two payments for the same month, for example from two browser tabs — refund one of them there.
Receipts and invoices, where the club has to issue them, are the club's.
What is the club responsible for?
- The club is the merchant and decides what happens to its members' data; MeHoop processes it for the club. See the club payment terms and data processing agreement.
- Keep the secret key private: never send it by email or chat. If you think it has leaked, create a new one in the Redsys back office and enter it in MeHoop.
- Remove administrators who leave the club.
- If your bank asks for a PCI DSS questionnaire, it is normally the short SAQ A, because card numbers are only typed on Redsys's page.
Security and privacy
No card numbers are stored in our systems
Card numbers, expiry dates and security codes are typed only on Redsys's page, run by the club's bank. They never reach MeHoop's servers, so they cannot be in our database, our backups or our logs.
How do you protect what you do keep?
- Everything travels encrypted (HTTPS).
- The club's Redsys secret key, card references and two-step sign-in secrets are stored encrypted, with a key that is kept apart from the database and its backups. The secret key is never shown again once saved.
- Anything to do with a club's money needs two-step sign-in.
- A change of payment terminal needs MeHoop's approval and waits 24 hours, with an email to every administrator of the club.
- The pages where payments are set up and made only run MeHoop's own code and only send payments to Redsys.
- Changes to payments are recorded: who did what, and when.
How do I get a copy of my data, or delete my account?
In Your account: Download my data saves a file with everything MeHoop keeps about your account, and Delete my account erases it straight away. For a child's player profile, ask their club. What we keep, why and for how long is in the privacy policy. MeHoop sets no cookies and has no advertising or analytics.
Will MeHoop ever ask for my password or a code?
No. MeHoop will never ask for your password, your authenticator code, a recovery code, your card details or the club's secret key by email, message or phone. Our emails about payments only tell you what happened and point you to MeHoop. If anyone asks for any of those, do not answer, and let us know.
I lost the phone with my authenticator app
Sign in with one of your recovery codes instead of the 6-digit code. Then, in Set up, turn two-step sign-in off (it asks for a code: use another recovery code) and set it up again with your new phone. Save the new recovery codes.
Five wrong codes in a row lock the second step for 15 minutes.
Contact
Families: for anything about your membership, a charge or a refund, contact your club first — they run their memberships and can see your payments.
Clubs: for help setting up payments or anything that looks wrong, write to us at .