FAQs: Membership updates - database and financial systems upgrade

Questions about our membership system upgrades

1. Why are you making these changes now?

2. Who is Stripe?

3. Am I paying Stripe or Cycling UK?

4. How secure is my data?

5. What are the benefits of moving to Stripe?

6. Why will I only be given two days’ notice of a payment being taken from my account?

7. Why am I unable to renew my membership?

Questions about changes to accessing my online member profile and benefits

1.1 I am trying to log-in to my profile. Why am I being asked to register again?

1.2 I am trying to log-in, but it says, ‘We can’t seem to find your account’.

1.3 I hold a Household membership. How do I update the additional member details?

1. Why are you making these changes now?

Cycling UK has not made changes to their finance system or CRM database since 1998. As there have been many technological developments since this time, it was essential that we review and upgrade both our externally facing and internal systems.

2. Who is Stripe?

Stripe Payments UK Ltd is a leading financial management system, enabling payments to be securely taken via our website and database. It will provide a more efficient service for our members and for staff. Cycling UK will still hold all funds from membership but the process of setting up and taking payments will be supported by Stripe software. If you have purchased items via Booking.com, MADE.com or Deliveroo you would have used Stripe software.

3. Am I paying Stripe or Cycling UK?

Payments are managed via Stripe software, but all funds received are held by Cycling UK. You will see STRIPE RE (CYC-UK) on your bank/building society statement rather than CYCLISTS TOURING CLUB.

4. How secure is my data?

Cycling UK takes data protection very seriously and your personal details will be just as secure as it had been previously. Please refer to our privacy policy for further information.

5. What are the benefits of moving to Stripe?

Staff at Cycling UK spend a lot of administration time manually checking, correcting and processing payments and Direct Debits. Many of these processes will all be automated via Stripe which will free up our time to focus on other activities, including better servicing our members. We will also have more flexibility in how we take payments. For example, eventually we will be able to introduce Apple Pay and Google Pay which were not possible with our former system. Stripe also offers a discount to charity clients, so these savings can be put towards our charitable work and activities.

6. Why will I only be given two days’ notice of a payment being taken from my account?

All payment notifications will be managed by Cycling UK. We will ensure you are given a sufficient period of time in advance of your Direct Debit payments. When a Direct Debit is set up, you will be given 12 days’ notice from Cycling UK. At renewal you will receive a letter five weeks before renewal confirming the date of your Direct Debit. Any changes made to your Direct Debit will be because of actions taken between a member and Cycling UK.

7. Why am I unable to renew my membership?

As we are currently upgrading our systems, we are unable to process renewals online or by phone for approximately 24 hours.  Please be assured that your benefits and third-party liability insurance will remain in place if you renew within two months of your membership expiring. Apologies for any inconvenience caused and we look forward to your renewal very soon. 

1.1 I am trying to log-in to my profile. Why am I being asked to register again?

As part of our system upgrades, we have developed an improved member profile. We have not been able to transfer your current login details to the new system, so require our members to re-register. You will need to use the same email address and can use the same password if you wish.

1.2 I am trying to log-in, but it says, ‘We can’t seem to find your account’.

You will only be able to create a profile if Cycling UK already holds your email address on their database. If you receive this message, please email the membership team with your email address or give us a call on 01483 238301 so that we can update your details and set you up with a member profile. Once you are logged-in to your account, you will be able to review your membership and payment method, renew your membership and order new membership cards.

1.3 I hold a Household membership. How do I update the additional member details?

We are still working on the additional member profiles. To update or amend details of additional members, please contact the membership team directly.