Booking a Session FAQ’s

Why have we changed booking system?

We have moved to the new booking site to improve both customer journey & how we process bookings as an organisation. Once you have created an account & filled in the participant details, purchasing sessions on a regular basis online will be completed with ease as information will be saved on the system. The new system enables you to have control of your data, being able to see your booking history and update your personal information easily and quickly. Additionally, it will help us reduce the amount of cash taken at sessions, safeguarding our staff and improving the quality of our registration process and our communication channels.

How do I sign up to a session?

To sign up to a session please visit www.ntfccommunity.co.uk and click on ‘Book a Session’ in the drop down menu. This will then take you to our online booking portal. From here, click on the sessions or courses tab, select the session(s) you want to purchase and add them to basket. You can select multiple sessions or activities to book at the same time. Please note that if you are booking onto a session for the first time, you will need to create an account. You can do this by clicking on the basket or ‘sign in’ button.

Need more help? A video tutorial of how to book a session can be accessed here: https://youtu.be/aCQdkzz9aeM)

How do I create an account?

For information about how to set up an account please visit the following link: https://help.loveadmin.com/how-to-create-a-joinin-account or follow the steps below.

To register, or purchase a product for the very first time, you need to create an account. Click on the basket or ‘sign in’ button in the top right of the page. You can then click ‘Create Account’ and a pop up window will appear with a form is presented, asking for personal information, which can then be submitted to complete the account set up.

When the form is submitted, you will instantly receive an email invite with a link to create a password and complete your account set up. You must verify your email address for the account to work (this may sometimes go into your spam folder).

Once you have clicked on the verification email, you can then go back to the open shop browser window with your order summary and continue with the checkout process through to completion.

It won’t let me set up a direct debit mandate.

For information about why you are struggling to set up a direct debit mandate please visit the following link: https://help.loveadmin.com/troubleshooting-mandate-creation  or follow the steps below.

As we process direct debit payments via GoCardless, our customers will need to set up a mandate as part of any payment process.

The direct debit (BACS) form that you complete includes the industry standard requirements. Here's a look at what may be going wrong:

Bank Information is entered incorrectly

Incorrect Account Holder Name (Use of &)

Postcode Spacing

If electronic Direct Debits are not supported by your customer's bank

For more information regarding potential problems in each of these categories please follow the link: https://help.loveadmin.com/troubleshooting-mandate-creation 

Why does it say direct debit when I am making a one-off payment?

As we process payments via the payment provider ‘GoCardless’, our customers will need to set up a mandate as part of any payment process. If you are paying for selected sessions or an item as a one-off purchase, do not worry you will not be set up on any direct debit, the payment provider will simply save some of your details for future purchases to make the process easier and quicker for you. We are unable to change the wording of the payment section of the site. In the unlikely event that you are overcharged, or it has been set up incorrectly, please contact community@ntfc.co.uk as a matter of urgency so that we can process any refunds.

What happens if I cannot attend a session?

If you have already booked onto a session and can no longer attend, please contact the coach or programme lead as soon as possible. A minimum of 24 hours’ notice from the start of the session MUST be given for any refund to be considered eligible.

What happens if I cancel my payment?

If you cancel your online payment prior to the start of the session it will be flagged on our system and the coach delivering the session will be notified automatically. Participants will be unable to attend sessions where payment has not been received.

My order is ‘awaiting approval’, what does this mean?

Some of our programmes, memberships and kit orders are required to go through a two-step authentication process due to the nature of the specific projects. For example, this might be to check the eligibility of the participant prior to enrolling on that specific programme. Therefore, your booking needs to be approved by a member of our team before your payment is taken. Once it has been approved or denied you will receive confirmation & you will be invoiced to make your payment (you will not be charged twice). If you believe there has been some sort of mistake (if order is denied or payment has not been taken correctly) please contact community@ntfc.co.uk as a matter of urgency.