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FAQs | Knowledge Base
Bellow you’ll find answers to the most common questions you may have. If you still can’t find the answer you’re looking for, just Contact Us!
Booking & Payments
Click here to find out the steps to book a trial with us
Click here to learn how to find out about our lessons.
Click here to find out how to make a payment
– “When I try to add a payment card to my account a general error comes up.”
The most common cause of this is the extra layer of security required that involves confirming the cardholder postcode when adding a card to your account.
Please Note: This is not always your home postcode, it is the postcode that the card is registered to.
If you have moved house since you were last issued a card by your provider your card may still be registered to the old address, or it may have been entered incorrectly when you gave them your new address.
– “I’ve checked the cardholder address with my card provider and it is all correct.“
In this case please Contact Us and our technical team will take a closer look. Be sure to select Technical Support as your reason for enquiry and provide as much detail as possible (but not your card details). Please also provide the best times we can reach you by phone.
Click here to find out more
How to Re-enrol
When we roll over classes to a new term, ALL players are automatically re-enrolled. What happens next depends on how you pay.
You don’t need to do anything! You will just receive an email containing information about the term and confirming that your payments will continue as normal.
Please Note: If you are on the monthly plan your place is guaranteed!
If you wish to continue paying in advance each term you need to log in to your Hoop Haven account – see article Making a Payment
Please Note: You have 14 days from receipt of the re-enrolment email to confirm your place by making payment in full or switching to monthly payments
Your re-enrolment email will contain a link that takes you straight to the “Switch to Monthly” page in your Hoop Haven account (you may be asked to login first). See Article How Do I Switch to Monthly Payments?
Please Note: You have 14 days from receipt of the re-enrolment email to confirm your place by making payment in full or switching to monthly payments
3D Secure Payment Authorisation
A very small percentage of card payments (less than 0.01%) taken via our system require further authorisation. This is due to the security options applied to the Customer’s card.
The Strong Customer Authentication regulation in Europe requires the use of 3D Secure for card payments. For extra fraud protection, 3D Secure requires customers to complete an additional verification step with the card issuer when paying.
When you make a card payment that triggers the 3D Secure authorisation, the booking/payment will be completed as normal, but you will then be presented with the Payment Authentication screen.
Once logged in to your account, you will be prompted to authorise any outstanding payments
Please Note: You will not be able to navigate away from this page until outstanding payment authorisations have been completed.
When you click Authenticate, you will be presented with a pop-up window asking for live authorisation of the payment. This pop-up is provided and managed by your card issuer.
Monthly payments are taken overnight so cannot be authorised “live”. If a 3D Secure authorisation is required for a Monthly Payment, you will be sent an email asking you to log in to their Customer Portal and authorise the payment.
Monthly Plan
The monthly payment amount depends on:
Class Type**
Lesson Cost
Active Weeks Per Year
How are the monthly payments calculated?
The price of an individual lesson is multiplied by the number of lessons in a year (Active Weeks). This is then divided by 12 months.
(Lesson Fee x Active Weeks) / 12 Months
*T&Cs apply
**Some class types do not qualify for monthly payments
The initial payment is made up of 2 elements:
– Fees covering the period from the date of your first/next lesson to your chosen monthly payment date
– A full month held in deposit
PLEASE NOTE: The full month in deposit does NOT constitute the next scheduled payment. The month in deposit is held until you give the required 30-days’ notice to leave Hoop Haven, at which point it will be applied as credit to the your Hoop Haven account to cover any monies owed. Any left-over credit will then be refunded.
Yes, you do.
The main benefit of monthly payments is to spread the cost of a year’s lessons over 12 months, so we add up the cost of those lessons then divide the total by 12.
So, although it comes out cheaper per month, the total for the year is the same as Pay in Advance. Unless the class has specifically added a reduced rate on the monthly plan
Hoop Haven’s Monthly Plan is offered with no minimum contract term. The notice period for cancellation is 30 days and you can cancel online at any time.
As part of the monthly plan we require a full month in deposit as part of the initial payment.
When booking your lesson our system will advise you of the initial payment and monthly fee.
Our policy is to hold one month as a deposit which will be returned to you minus any amounts due upon cancellation of your Hoop Haven Plan.
You can check out the details of your plan/s at any time in your Hoop Haven account.
If you sign up or switch to the Hoop Haven Monthly Plan you still have 14 days to change your mind.
Please Note: The “Leave Hoop Haven” function on your account MUST NOT be used if you change your mind within 14 days.
If you do change your mind please contact your local Hoop Haven Office with the following information:
Your Name
Your Email
Your Phone number
The Player’s Name
State whether you are: Staying with Hoop Haven on a “Pay in Advance” basis, OR Leaving Hoop Haven altogether
If a price rise is necessary, your local Hoop Haven office will notify you of any changes to the monthly amount at least 30 days before it is due to change.
You can attach a different card to each Hoop Haven Plan – . Click Here to find out how
If your card is cancelled, expired or rejected you will need to add your new card to your Hoop Haven Monthly Plans as soon as you receive it.
Please Note: DO NOT make a manual payment if the payment is rejected. Once you have resolved the issue (added funds/assigned another card to the plan) our system will take the payment automatically.
You will receive an Email/SMS if:
Your monthly payment cannot be taken from the assigned payment card
Your payment card is due to expire within a month
If you receive one of these notifications please assign an alternative payment card as soon as possible – see article How Do I Change the Card Attached to my Monthly Plan
Please Note: You will need to change the payment method for each active plan
Once you’ve changed the payment card the system will automatically try to take the payment, so there’s no need for you to make a manual payment.
Your time is important, so we’ve made this process as simple as possible. Click Here to see how.
How do I reclaim a credit when a lesson is cancelled by Hoop Haven if I’m on the monthly plan?
The idea behind the Hoop Haven Monthly Plan is that your account balance is always £0.00. If we cancel a lesson and apply a credit to your account, your next monthly payment will use up that credit, so the amount you pay that month will be less.
For Example:
If you pay £40.00 per month and have a Hoop Haven balance of £10.00 credit on the day your monthly payment is taken, only £30.00 will be taken from your card.
We are sorry to heard you are leaving. Please Click here to find out he steps to follow
My Account
Click here to learn how.
Click here to learn how.
Click here to learn how.
Click here to learn how.
It is vital that Hoop Haven has have up-to-date medical details for our students in case of emergency. Click Here to learn how
When I’m forced to enter medical details they won’t save and therefore cannot access my account.
Your Internet Browser may have saved an older version of the medical form in the cache memory, causing a clash with the new version.
What is a Browser Cache?
“A temporary storage area in memory or on disk that holds the most recently downloaded Web pages. As you jump from Web page to Web page, caching those pages in memory lets you quickly go back to a page without having to download it from the Web again.” (Source: PCmag.com).
How do I Clear the Browser Cache?
Follow the link below for the browser you are using to see instructions on how to clear the browser cache:
Android Mobile/Tablet
– Chrome (Android)
– Samsung Internet (Android)
iPhone/iPad
– Chrome (iOS)
– Safari (iOS)
PC
– Chrome
– Edge
– Firefox
Internet Explorer: Hoop Haven systems are not compatible with Microsoft Internet Explorer. Please use one of the above browsers instead.
Mac
– Safari
– Chrome
– Firefox
What if This Hasn’t Resolved the Issue for Me?
In this case please Contact Us and our technical team will take a closer look. Be sure to select Technical Support as your reason for enquiry and provide as much detail as possible. Please also provide the best times we can reach you by phone.
Tags: Medical, Edit, Change,
Click Here to learn how.
My Classes
How to find out the date and times of your basketball lessons for your current course.
1. Log in to My Account ( For help logging in please see How Do I Log In? )
2. Select My Classes;
There are 3 tabs:
Current -> if this is blank (see below) you are not accepted onto a current class. If not, it will show your next lesson
start time.
Upcoming -> this shows lessons currently booked and the Next Lesson Date and Time.
Previous -> this will show you all previous lessons you have had with Hoop Haven.
“If the player is unwell, or has been in the last few days, should they attend their lesson?“
Any player known to be or found to be suffering from any infectious ailment or condition will not be allowed to participate in the lesson and it is the responsibility of each player or (in the case of a child player) the parent or guardian of the player to ensure that the player is fit and well enough to participate. Hoop Haven will not accept liability for any infection passed to a player by another player on the course or on the court.
If the player has Diarrhoea, they are highly infectious. As a result, they must not play until 48 hours AFTER symptoms have stopped.
Please also see article Cancelling a Lesson
“What do I do if I have to cancel a lesson?” -> Contact Your Local Hoop Haven Office
The first thing to do is contact your local Hoop Haven office as soon as possible.
The simplest way to find the contact details is:
– Log in to your Hoop Haven account
– Click on the telephone icon
Please note: We allow up to two roll overs per academic term as long you you provide us with at least 24 hours’ notice
“How Do I Go About Leaving Hoop Haven and Closing My Account With Hoop Haven?“
Pay Monthly:
You can cancel online, anytime by giving us 30 days notice. For instructions, please go here
Pay in Advance:
If you want to cancel lessons, whether it’s individually or you want to leave Hoop Haven, please contact your local Hoop Haven office directly.
If you’re not sure which office you should contact please fill in the Contact Us form and we’ll make sure they get your message.
Your local Hoop Haven office will be able to arrange any refund due to you.
More details on how we handle cancellation and refunds can be found on our Terms and Conditions.
My Pass
My Pass is designed to reduce the need for contact when signing in at a venue and to confirm that you need to be on the premises.
My Pass activates 15 minutes before the start of a lesson, showing the venue/Hoop Haven staff that you need access to the venue and facilities. It stays active for the duration of the lesson.
Up until 15 minutes before your lesson starts your pass will show Red. This means that you will not be allowed access to the facilities.
Within 15 minutes of the lesson start time your pass will show as Green, allowing you access to the facilities. Simply show your green pass to reception and they’ll sign you in.
Please Note: Venue staff may ask to see your pass while your child is in the lesson. This is purely a safety measure to make sure only people who need to be on the premises are there.
Click here to learn how
Yes – My Pass uses live data to check lesson time and status
The customer can only access My Pass by signing in to their Online Hoop Haven Account
The time at the bottom of the screen is LIVE – The seconds tick over so you can see if they’ve taken a screenshot of it
If a lesson is cancelled the pass will show this status and will not become valid at any point
