A wallet can only be used when the booking matches all of the wallet's rules and the balance covers what is needed. The most common case is a lead booker choosing Pay your part on a court booking: Nettla holds the whole court amount, so the wallet must cover that whole amount, not just the player's share.
Pay your part on a court booking
When the lead booker chooses Pay your part, Nettla holds their own share plus the other players' shares at your standard price. This makes sure your club is paid even if others never pay.
A wallet and a card can't be combined for this hold.
So if the wallet balance is lower than the held amount, the wallet can't be used, even if it covers the player's own share.
Example:
Wallet balance: £20.
The player's share: £8.
Amount held for the court: £32.
£20 doesn't cover £32, so the wallet can't be used.
The same rule applies to entering a league round and scheduling a league match.
Other reasons
Check the wallet in Shop → Club Wallet → ⋮ → Edit:
The balance is £0.
The wallet has expired, or its usage period hasn't started yet.
The session is outside the wallet's Defined start and end date.
Booking Types: the booking type isn't ticked.
Courts: the court isn't included.
Day & Time Rules: the booking isn't fully inside an allowed time. The whole booking must fit, so a 90-minute booking that runs past the end of an allowed time is refused.
The player is buying a membership or another wallet. Wallets can't pay for these.
The player is paying for additional items and the wallet has Can be used to pay for additional items at checkout turned off. The wallet still pays for the booking, and the items are paid by card.
What to tell the player
Pay by card for this booking.
Choose Pay full cost instead of Pay your part. The wallet can then be combined with a card, but the player pays for the whole court.
Create or join a match, or join someone else's booking, where they only pay their own share.
Good to know
If the player has a discount code, they must apply it before the wallet.
To see a player's wallets and balances, open Players → Player List, click the player and open the Wallet tab.