PLAYTOMIC - FAQs
FREQUENTLY ASKED QUESTIONS - FOR MEMBERS
Q1: Why are we moving to Playtomic?
A: Our sports communities have outgrown what Gametime can offer - with more players, coaching and competitions than ever, we need a platform that better supports both members and our Sports Team. In practice, Gametime is no longer fit for purpose: it is browser-based, bookings frequently fail or generate errors, and the functionality it offers members is limited. The impact behind the scenes is just as significant - our Sports Team spends a considerable amount of time on manual workarounds and on constantly resolving booking problems in a system that simply does not work well enough, which leaves less time for improving the member experience. Playtomic is therefore a need-to-have, not a nice-to-have.
Q2: Do I need a Playtomic account?
A: Yes, every individual who is playing padel, tennis or squash, needs a separate Playtomic account. If your spouse plays any of the above sports, and is not receiving this email, they also need to fill out the Google Form separately and set up their own Playtomic account. If you or your family do not play tennis, padel or squash, you do not need to do anything. The account is free - create it in the Playtomic app (ideally) using the email address the Club has for you. If you already have an account, keep it.
Q3: What do I have to do by 28 September?
A:
-
Two things:
-
If not yet done so, please create a Playtomic account:
-
-
Required: Fill out Google Form providing your First Name(s), Last Name, Membership number (as stated on your statement of account or membership card), mobile number and Playtomic email address.
Q4: When is the transition happening?
A: The move to Playtomic will take place in stages:
-
22-28 September: Fill out the Google Form and – if needed – create your Playtomic account
-
5 -11 October: Gametime bookings will be limited to 11 October only.
-
8 October: Playtomic opens for bookings, for activities from 12 October onwards
-
12 October: All padel, tennis and squash bookings are live on Playtomic, and Gametime will be decommissioned.
Q5: What will happen to Gametime?
A: Gametime will be decommissioned on 12 October. Every activity currently booked through Gametime will have an alternative solution. Where possible, we are extending systems already in use - such as Chope for events and Google Forms and Sheets for Junior Hockey and Multi Sports - rather than introducing additional platforms.
Q6: Why can't we wait for the new Integrated Club System in summer 2027?
A: We recognise that an interim solution is not ideal, but waiting until summer 2027 would mean almost another year of Gametime’s limitations and manual processes, which is no longer sustainable. Playtomic allows us to improve the experience now, with better functionality, a smoother booking experience and significantly fewer manual processes.
USING PLAYTOMIC
Q7: Do I have to use the app?
A: Yes, you can use the app, or you can book on the Playtomic website (browser version).
Q8: Who can help me set Playtomic up?
A: The Sports Team can help you to complete the Google Form, sign up for Playtomic and create your profile and answer any questions you may have.
You can contact the Sports Team:
(1) Via email at playtomic@hollandseclub.org.sg, or
(2) An in-person Playtomic Sign-up Support Desk will be available at Reception during the following periods:
-
22–27 September: 9 AM – 12 PM & 2 PM – 7 PM
-
5–16 October: 9 AM – 12 PM & 2 PM – 7 PM
Q9: I already have a Playtomic account - what do I do?
A: Keep it, you do not need a second account. Just tell us in the Google form which email address you use on Playtomic, so we can add you to the Club environment.
Q10: How do I make bookings for my children?
A: If you have children who play tennis or padel, the parent / guardian needs to create a Playtomic account, even if you do not play padel, tennis, or squash yourself. In addition, when you fill out the Google Form, you need to indicate your consent for having your child(ren)’s data (Name & Date of Birth) shared with Playtomic S.L. (Spain). The Sports Team will then add a separate profile for each of your children who play as a Family Member under the Playtomic account of Principal Account Holder of the Hollandse Club membership. Once your children’s profiles have been added, the Sports Team will register your child(ren) to their existing courses of their child(ren), and new signups. The Sport Team will contact the parents / guardians for the subsequent courses of their children.
The Afterschool Programme at the Holland International School (CCA) will remain on Google Sheets, and billing via Statement of Account.
Q11: Are there service fees for using Playtomic?
A: Yes, there can be, see the options below. See also more information provided by Playtomic on the service fees for players: Service Fee – Playtomic Help
*Other activities include classes, clinics, academies, tournaments, leagues and open matches.
NOTE: When using the Club Wallet, always maintain a sufficient balance to avoid the 4% service fee on “Other activities”.
Q12: How and when do I pay for a booking?
A: All bookings made through Playtomic are paid upfront, at the time of booking, by card or from your Club Wallet. Until we move to an integrated Club system, including sports bookings, in summer 2027, bookings cannot be charged to your member account. Paying upfront in Playtomic also ends the manual billing we have today, which has led to incorrect and missed charges.
Q13: How can I avoid the 4% Playtomic fee for “Other” activities?
A: You have two options:
-
You can activate the optional Playtomic Premium subscription, which waives the 4% Playtomic fee on eligible “Other” activities. The subscription is paid individually by each Playtomic user through their own Playtomic account.
-
You can top up your Club Wallet at the Club Reception via PayNow.
Q14: Will court fees increase when we move to Playtomic?
A: No, court fees will not increase as a result of the move to Playtomic. Any future changes to court fees will be independent of the switch to Playtomic. For some bookings, a 4% Playtomic service fee may apply. See Question 11 for more information on service fees and Question 13 for how to avoid the 4% fee.
Q15: What does Playtomic Premium offer, and is it required?
A: Playtomic Premium (“Premium Plan: Unlimited”) is not required to make bookings. It is an optional personal subscription that is separate from your Hollandse Club membership. Premium waives Playtomic booking and match fees. At Hollandse Club, this means the 4% Playtomic fee that applies to certain bookings (see table above) is waved for Premium subscribers. Premium also includes additional features such as advanced statistics and other player benefits. The Premium subscription is billed through your Apple App Store or Google Play Store account, not by Hollandse Club.
Q16: What is the Club Wallet?
A: The Club Wallet is a dedicated prepaid wallet in Playtomic that can be used to pay for eligible Hollandse Club bookings and activities. You may have separate Club Wallets for different clubs, with one wallet for each club. For the Hollandse Club, paying from the Club Wallet does not incur Playtomic’s 4% service fees on “Other” activities, provided the wallet is topped up via the Club Reception via PayNow. Card top-ups are subject to applicable card fees. If you top up your Club Wallet or make a payment at Reception, please provide your Playtomic ID so the payment can be allocated to your wallet. Your unique Playtomic ID is automatically created when you create your Playtomic account.
Q17: What functionalities can I expect with Playtomic?
A: A smooth booking process and an intuitive mobile app, so you no longer need to use a browser. Playtomic also provides advanced functionality such as dynamic player levelling, open matches, split payments (allowing players to pay their own share of the court booking), matchmaking based on player levels and other improvements.
Q18: When can I start booking on Playtomic?
A: From 8 October you can start booking activities for 12 October onwards. Gametime still takes bookings for activities until 11 October and is decommissioned on 12 October.
Q19: When do bookings open on Playtomic?
A: Bookings open on a rolling hourly basis, seven days in advance. This means you can book an activity up to seven days before the start time.
Q20: What happens to the bookings I already have?
A: Bookings after 12 October will be transferred from Gametime to Playtomic by our team. You do not need to do anything.
Q21: How is my Playtomic level determined?
A: When you create your Playtomic profile, you can provide a short self-assessment of your padel and/or tennis level. Playtomic can then automatically adjust your level over time based on the matches you play and record in the app.
If you do not enter a level, you can still:
-
Book courts for your own games
-
Join private matches
-
Book private lessons
-
Join some Socials
-
Join a levelling session to have your level assessed by a coach
However, a level is required for many of the Club's organised activities. Without a level, you may not be able to join activities such as:
-
Open Matches
-
Group coaching classes
-
Americanos and other Tournaments
-
Other level-based activities offered by the Club
Our certified Playtomic coach can assess your playing ability during a coaching session and update your Playtomic level accordingly. You can reach out to the Sports Team if you want to join a coaching session at sports@hollandseclub.org.sg
Tip: We recommend entering your level when you create your profile so that you can access the full range of activities available to you.
Q22: How do the current Hollandse Club levels correspond to the Playtomic levels?
A: The table below shows how the Hollandse Club playing levels map to the Playtomic level scale.
Your reliability score in Playtomic must be higher than 75%. If it is not, coaches may remove players from classes. We encourage everyone to keep a fair score and to play in “competitive match” mode as much as possible. In the beginning your score can move up or down significantly. After around 50 matches your reliability will be accurate and your level will no longer move much.
Q23: I already have a Playtomic level, but it is different from my Hollandse Club level. Which level will be used?
A: Your Playtomic level is based on your activity and recorded match results, while a Hollandse Club level is based on a levelling assessment with a coach. In general, a coach-assessed Hollandse Club level can be used where there is a significant difference, but an established Playtomic level with a high reliability rating may provide a more accurate reflection of your current level.
If you already have a Playtomic level, please:
-
Check the level table provided in Question 22 to see whether your Playtomic level broadly matches the level assessed by a Hollandse Club coach.
-
If you have not been given a level by a Hollandse Club coach, we recommend accepting the Playtomic level generated for you based on the initial questionnaire, playing competitive matches, and recording your match results.
-
The more match results you record, the more accurate and reliable your Playtomic level becomes.
-
If you feel your level is significantly inaccurate, please contact the Sports Team. We can assess the situation, discuss it with you and, where appropriate, adjust your Playtomic level.
Where the difference between your Hollandse Club level and Playtomic level is more than 1.0, we can consider adjusting your Playtomic level to reflect the coach-assessed level. However, this will depend on the reliability of your existing Playtomic rating. A well-established Playtomic rating based on a large number of recorded matches may take precedence over a coach assessment.
Please note: Manual Playtomic level adjustments can only be made once every six months.
Once you are part of the Hollandse Club private environment on Playtomic, you can request a level adjustment through the Sports Team at playtomic@hollandseclub.org.sg.
Q24: What is an open match, and who can create one?
A: An open match is a court booking created by a player where one or more player spots are available for other players to join. This means you can book a court even if you do not yet have a full group and allow other players to join your match. For competitive matches, Playtomic will only allow players within the applicable playing-level range to join. For casual matches, you can set the required playing level yourself.
Q25: What can other members see about me?
A: Other Playtomic members can see the information on your Playtomic player profile, including the name you choose to display (it does not have to be your real name), your profile photo if you upload one, your playing level, and your played matches and results. Your Hollandse Club membership information and other details from your membership record are not shown on your Playtomic profile. You can also set your Playtomic profile to “Private account” under Settings → Privacy. With a private account, other users cannot see your profile information or content. However, you cannot join public Playtomic matches while your account is private. You can still make private court bookings.
Q26: What data does the club share with Playtomic?
A: Only your name and Playtomic email address, and for one purpose only: to identify you as a Hollandse Club member and give you access to our private Club environment and benefits.
Q27: What happens when a booking is cancelled?
A: If you cancel within the Club’s permitted cancellation period, the booking fee will be refunded to the original payment method. If a 4% Playtomic service fee was charged for the booking, this fee is not refunded when you cancel the booking yourself.
If the Club cancels your booking, or the booking is automatically cancelled because there are not enough participants, the 4% Playtomic service fee, if charged, will also be refunded.
Q28: What will happen to the current booking, cancellation and guest rules?
A: The current Hollandse Club rules will stay the same with Playtomic. This includes booking rules, cancellation rules and guest rules. The same rules will continue to apply and will be enforced through Playtomic and at the Hollandse Club.
Q29: What is the guest process?
A: The guest process has three steps:
Step 1 - You as member book and invite the guest
Make the booking in Playtomic and choose either whole-court payment (you pay the full court fee) or split payment (the court fee is divided between the players). You must invite your guest directly yourself outside of the Playtomic app. Guests cannot be added through Playtomic, and there is no in-app guest invitation. The Club will continue to track guest visit limits and peak-hour guest allowances.
Step 2 - Your guest checks in at Reception
Your guest should come to Reception, provide your name and booking time, and show a valid ID. Reception will check the guest's visit count and peak-hour allowance. If the guest is not eligible, the Club may decline the visit or ask them to come during an off-peak period. Reception will add the guest to the booking by name. If the guest already uses Playtomic, their email address or phone number can be used instead. The guest does not need a Playtomic account or the Playtomic app. Guests should bring a valid form of identification.
Step 3 - Payment
The guest pays their share of the court fee and the applicable guest fee at Reception. The booking owner can either choose to split the court payment, in which case the guest pays their share of the court fee and the guest fee at Reception, or choose whole-court payment, in which case the booking owner pays the full court fee in Playtomic and the guest only pays the guest fee at Reception.
The guest does not need to create a Playtomic account or profile to make payment at Reception.
This process may be subject to change as the system is finalised.
Q30: When will I be able to learn how to use Playtomic?
A: We are currently finalising the Playtomic setup for the Club. Once the Hollandse Club private environment is ready as of the 8 October, we will provide guidance and onboarding sessions to help members understand how to navigate and use Playtomic, including making bookings and using the key features.
Q31: What if I missed the 28 September deadline to submit the Google Form?
A: If you missed the deadline, you should still complete and submit the Google Form as soon as possible. The Sports Team will process your form and add you to the Hollandse Club membership environment in Playtomic. We will process late submissions as quickly as possible, but we cannot guarantee that your Playtomic membership will be activated before 8 October, when the Hollandse Club membership environment goes live. If you have any questions or need help completing the form, please contact the Sports Team at playtomic@hollandseclub.org.sg.