Five reasons things can stop
Most of the time your venue just runs. When something stops, it's one of five things, and they don't all reach as far:
| What happened | Who it affects | How it ends |
|---|---|---|
| An invoice is overdue | Your whole venue, for every club | By itself, once the invoice is paid |
| Game Set Engage suspended your venue | Your whole venue, for every club | When we lift the suspension |
| A club declined you or ended the partnership | That club only | You can ask that club again |
| A club isn't accepting your requests | That club only | Only that club can change it |
| Someone on your team had their account suspended | That person only | When the suspension ends, or when Game Set Engage lifts a block |
An overdue invoice
Your fees are invoiced monthly, and each invoice shows its due date. If that date passes without payment, the invoice is marked overdue (we check once a day) and we email you. From that moment your venue is paused until the invoice is paid.
While your venue is paused:
- fans can't find your venue in the Game Set Engage app, check in there or claim your offers
- you can't send partnership requests, create, edit or resume offers, join campaigns, or confirm check-ins and offer claims
You can still sign in to your dashboard and the Game Set Engage Venues app and see everything. You can pay the invoice, reject a check-in or claim, pause or delete an offer, leave a campaign, and look after your duty roster, your team and your venue profile.
A banner at the top of your venue dashboard lists each overdue invoice with its amount and due date. If you're the owner, Pay now takes you straight to card payment. Managers and finance team members can open the invoice from there, and staff see that the owner can pay it from Finance.
There's nothing to reset afterwards. As soon as the payment is recorded, fans can see your venue again, your offers are back as you left them and so are your places in club campaigns. A pause never touches your partnerships.
Tip: A fan who opened a check-in QR just before the pause can't be confirmed while it lasts, so that QR simply runs out. Paying before the due date avoids that on a busy match day. Venue offers and your invoice explains how the monthly invoice is built.
A suspension by Game Set Engage
We can suspend a venue, or take it off Game Set Engage, for example because its details are inaccurate or it breaks the Venue Partner Agreement. A suspended venue works like a paused one: fans can't see it or check in there, and it can't send requests, join campaigns, create, edit or resume offers, or confirm check-ins and offer claims.
If you think we've got it wrong, email hello@gamesetengage.com.
When a club says no, or ends things
Every club decides about your venue for itself, and a decision at one club never affects another. Your Partnerships page shows where you stand with each one.
- Declined. The club turned your request down. The club appears under Declined, and you can use Request again whenever you like.
- Ended. Either side can end a partnership: the club's team, or your venue's owner or a manager. Your venue leaves that club's campaigns and your offers for its fans stop. Check-ins and claims you've already confirmed, the fees they booked and your invoices stay as they are. The club moves to Ended Partnerships, where Request again is available too.
- Not accepting requests. A club can stop taking requests from your venue. If you were partners, that also ends the partnership, and a pending request is declined. The club then appears under Not Accepting Requests and you can't ask it again. We don't show who made that call or why, and your partnerships with other clubs carry on as normal.
Building your venue partner network shows the same process from the club's side.
When someone's account is suspended
Game Set Engage can suspend or block an individual account when we see activity that breaks the rules. If that happens to someone on your team, they're signed out of the Venues app and the website straight away and can't sign in again until the suspension ends or we lift the block. Your venue and everyone else on your team keep working as normal.
It can happen to a fan too. You can't confirm a suspended fan's check-in or offer claim: the Venues app tells you "This fan's account is suspended, so this can't be approved." You can reject it, or leave it and the QR runs out on its own.
Need a hand?
Email hello@gamesetengage.com and tell us which venue it's about. For how check-ins are confirmed day to day, see Approving check-ins at your venue.
