How to use Playtomic
Q1: How do I join the Hollandse Club (MEMBERS ONLY) environment on Playtomic?
A: If you submitted the Google Form by the deadline of 28 September, you should be able to find the Hollandse Club (MEMBERS ONLY) environment in your Playtomic app.
Q2: I cannot access the Hollandse Club (Members Only) environment on Playtomic. What should i do?
A: First, please check whether you have submitted the Google Form.
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If you have not submitted the form: Please submit it first. You can then search for the Hollandse Club on the Playtomic mobile app and tap the heart shaped “Like the Club” icon on the club page. Our Sports Team will then add you to the Hollandse Club member environment within the next few days.
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If you have already submitted the form: Please email playtomic@hollandseclub.org.sg with your Playtomic email address and Hollandse Club membership number. Our Sports Team will check your details and add you to the Hollandse Club member environment.
Once you have been added, you will be able to join the Hollandse Club.
Q3: How can I make a private court booking?
A: In the Playtomic app, select the “Book a court” option on the Playtomic app > Select “Hollandse Club (MEMBERS ONLY)” > Choose your preferred date and time > Select duration and court of your booking. Playtomic will only show available time slots. For Padel you can book time slots of 60 and 90 minutes, for tennis you can book time slots of 60 minutes, since for tennis there are less courts available and there is high demand. Once you confirm the booking, select your payment method (card payment or Club Wallet) and choose Split Payment. The total court fee will be split between the four players.
Important: To secure the booking, Playtomic will place a hold for the full amount on your selected payment method. Each player can then pay their share. If any shares remain unpaid two hours after the booking ends, the outstanding amount will automatically be charged to you.
Q4: How do I cancel a booking?
A: Open the Playtomic app and open the booking you want to cancel. Tap the three dots in the top-right corner and select “See booking or cancel” or scroll down and tap “Cancel booking”. Review the cancellation and refund terms shown for the booking, then confirm the cancellation.
Once the booking is cancelled, the court is released for other members. Any refund will be processed according to the payment method used for the booking (Card Payment or Club Wallet).
You can cancel free of charge up to 24 hours before your booking. Cancellations made within 24 hours of the booking will be subject to the Club's late cancellation policy and may result in a charge of the full court hire fee.
If you paid a Playtomic service fee for the booking, this fee is generally not refunded when you cancel the booking. The service fee is refunded in certain situations, such as when the Club cancels the booking.
Q5: What is an "Open Match"?
A: An Open Match is a flexible booking feature designed to help you play more padel/tennis without the hassle of organizing a full group yourself. Instead of booking a whole court and finding three other players, you can simply sign up as an individual and let the Playtomic app fill the remaining spots.
How does it work for members?
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Pay Only Your Share: When you join or create an Open Match, you only pay for your individual spot on the court. You are not responsible for the cost of the unbooked slots.
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Level Matching: The app uses your Playtomic Level to ensure you are matched with and against players of a similar skill set, keeping games balanced and enjoyable.
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Choose Your Vibe: You can create or join a Friendly Match (just for fun/practice) or a Competitive Match (where the score counts toward your official Playtomic ranking).
What happens if the match doesn't fill up?
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The Deadline: The match must reach the required number of players at least 1 hour before the start time.
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Automatic Cancellation: If the match is not fully booked by the deadline, Playtomic automatically cancels the court reservation.
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Instant Refunds: If a match is cancelled because there are not enough players, your payment is automatically refunded to your original payment method. Refunds to the Club Wallet are instant; card refunds may take several business days to appear, depending on your bank.
How do I get started?
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Open the Playtomic App and navigate to the Hollandse Club’s profile page.
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Tap the “Matches” or “Join a Match” tab.
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Browse existing games looking for players or tap “Create a Match” to set your own preferred date, time, and level restrictions.
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Confirm and pay for your individual slot - then just show up and play!
Q6: How do I invite a Hollandse Club member to an Open Match?
A: You can invite members in two ways:
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When creating an Open Match: After creating the match, tap “Share” to invite other members via Playtomic or by sharing the link through WhatsApp.
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After joining an Open Match: Open the match you are participating in and tap “Share” to invite other members via Playtomic or WhatsApp.
The person can use the link to view the match and join through Playtomic.
Please note: The spot is not reserved for your invited guest. It may be taken by another player before they join. Once a player has joined an Open Match, they cannot be removed from the game.
Q7: Can I invite a guest to an Open Match?
No – if you wish to invite a guest, please use the private match function (see process above in Question 3).
Q8: Why does my booking show a different rate when it crosses from off-peak into peak hours?
A: If your court booking overlaps both peak and off-peak time, Playtomic automatically calculates a combined price based on how much of your booking falls within each time period. The price shown at checkout is the total combined rate for the entire booking.
Q9: How can I communicate with the players in my match?
A: Each match you are registered for has its own chat, where you can easily message the other players in that match.
Q10: How do I sign up for an Academy, Americano or Social?
Academy
Go to “Academy”, select the relevant activity and tap “Join” and then “Book place”. Follow the instructions to complete your registration and payment. Once confirmed, the session will appear in your Playtomic bookings.
For Padel Academies, you must have the required Playtomic level. If your level does not meet the activity requirements, Playtomic will prevent you from booking.
Americano (Padel)
Select the relevant Americano activity and check the level/category before booking. Americanos are level-controlled (e.g. Bronze, Silver, etc.), so you can only join an event that matches your Playtomic level.
Socials (Tennis)
Social tennis sessions are open to all members regardless of level, unless otherwise stated. Simply select the relevant Social and book your place through Playtomic.
Q11: How do I top up my Hollandse Club Wallet?
A: Club Wallet top-ups must be done in person at the Hollandse Club Reception. Please make your payment via PayNow and provide your name and Playtomic account email address so the Reception Team can identify your Playtomic account and add the credit to your Club Wallet. It is not possible to “charge to account”. The Club Wallet top up you can do is capped at S$500 and will expire after 6 months. The expired balance is not reimbursable and is not transferable to any system or Wallet.
Q12: What about committed lessons (e.g. of 4 weeks)? What if I need to skip one session?
A: If you need to skip a session, you can find a replacement player. The replacement player must meet the level range set for the lesson. Please contact the Sports Team at playtomic@hollandseclub.org.sg with the replacement player’s name at least 24 hours in advance, so they can be added to the session. You can arrange the transfer of payment of the session between you and the replacement player offline.
Q13: I want to play, but I don't have a group. Can I join a match that someone else already set up?
A: Yes, absolutely! This is the main reason members use the “Open Match” feature. You do not need to go through the hassle of booking a court and finding players yourself.
Instead, you can browse a live list of matches that other players have already created (“started”) and left open for the community.
Why you would search for an existing Open Match:
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Instant game, zero planning: Someone else has already picked the date, the time, and reserved the court. You just have to browse, click, and join.
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See who you are playing with: Before you sign up, you can see the profiles, photos, and exact Playtomic skill levels of the players who are already in that match.
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Find the perfect skill level: You can filter your search to only show matches started by players who match your exact level, ensuring a competitive and fun game.
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Perfect for solo players: Whether you are new to the club, your usual playing partners are busy, or you just want to get an extra game in, you can jump into a court that is already 1/4, 2/4, or 3/4 full.
Q14: What happens to my already committed lessons and activities for October?
A: During the transition phase any activities (academy, clinics, private lessons, etc.) that you already signed up for in the month of October, will be charged to your Club’s statement of account, as per current process.
Q15: When can I start booking my November classes?
A: For the November activities, you will be able to start registering in Playtomic from around the 20th of October.
Q16: How do I hire or use my own padel or tennis ball machine?
A: First, make a private court booking (see Question 3) and contact the Sports Team at playtomic@hollandseclub.org.sg with your name, booking date and time. The Sports Team will process your request and change the booking to “Whole court payment”. This applies to every ball machine booking, whether you hire a Hollandse Club ball machine or use your own. If you hire a Hollandse Club ball machine, the Sports Team will add the ball machine fee in Playtomic. You will then pay for the court and ball machine in Playtomic. If you use your own ball machine, no additional ball machine fee will be charged. On arrival, please inform the Reception Team that you have booked a ball machine. Our Maintenance Team will provide the ball machine, if hired, and place it on the appropriate court for your session. After your session, please leave the ball machine on the court.
Q17: When do bookings open on Playtomic?
A: Bookings open on a rolling hourly basis, seven days in advance. This means that new court slots become available every hour, rather than all at once at 10pm. For example, if it is 3:00pm on Monday, the court slots for 3:00pm on the following Monday become available to book. At 4:00pm, the 4:00pm slots for the following Monday open, and so on. This is different from the previous system, where all slots for the day seven days ahead opened simultaneously at 10:00pm.
Q18: 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, and on a regular basis. If you have any questions or need help completing the form, please contact the Sports Team at playtomic@hollandseclub.org.sg.
Q19: Which programmes and activities will be charged through Playtomic, and which will continue to be charged to the member account?
A: The payment method will vary by programme and transition period, with some activities moving to Playtomic in October, November or January, as outlined in the table below.
Q20: 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.
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.
Q21: 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.
Q22: Do I have to use the app?
A: Yes, you can use the app, or you can book on the Playtomic website (browser version).
Q23: 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 via email at playtomic@hollandseclub.org.sg.
You can also visit the in-person Playtomic Sign-up Support Desk near the Reception until 16 October,
from 9 AM – 12 PM and 2 PM – 7 PM.
Q24: 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”.
Q25: 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 reduces the manual billing we have had until today, which has led to incorrect and missed charges.
Q26: How can I avoid the 4% Playtomic fee for “Other” activities?
A: You have two options:
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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.
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You can top up your Club Wallet at the Club Reception via PayNow.
Q27: Will court fees increase with the 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 24 for more information on service fees and Question 26 for how to avoid the 4% fee.
Q28: 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 in Question 24) is waived 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.
Q29: 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. See Question 11 for how to top up your Club Wallet.
Q30: 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. See Question 11 for how to top up your Club Wallet.
Q31: Why do I see very high prices, such as 999?
A: This is the non-member price. It is intentionally set high to discourage non-members from booking. As a Hollandse Club member, you will see the member prices once you are in the Hollandse Club (MEMBERS ONLY) environment (see Question 1).
Important: Always add all other players to your booking. Any slots that are not filled with players may be charged to you at the high non-member price.
Q32: 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:
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Book courts for your own games
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Join private matches
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Book private lessons
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Join some Socials
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Join a levelling session to have your level assessed by a coach
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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:
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Open Matches
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Group coaching classes
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Americanos and other Tournaments
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Other level-based activities offered by the Club
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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 playtomic@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.
Q33: 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.
Q34: 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:
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Check the level table provided in Question 33 to see whether your Playtomic level broadly matches the level assessed by a Hollandse Club coach.
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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.
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The more match results you record, the more accurate and reliable your Playtomic level becomes.
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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.
Q35: 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.
Q36: What data 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.
Q37: What will happen to the current booking, cancellation and guest rules?
A: The current Hollandse Club rules stay the same with Playtomic. This includes booking rules, cancellation rules and guest rules. The same rules continue to apply and will be enforced through Playtomic and at the Hollandse Club.
Q1: How do I enrol my child in a course?
A: For new course bookings, please contact the Sports Team at playtomic@hollandseclub.org.sg. The team will register your child for the appropriate course in Playtomic. Your child will be added to your Playtomic profile as a Family Member, however you will not be able to see their profile on the app.
Q2: What happens to the course my child is already enrolled in?
A: For existing course bookings including Junior Tennis Academy, HIS after-school programme (CCA), the Sports Team will transfer your child’s enrollment from Gametime to Playtomic. No action is required from you.
Q3: Can I see if my child is enrolled in a course?
A: The child does not have a separate Playtomic account, and the course enrolment will not appear as a separate booking in the parent’s app. Please contact the Sport team at playtomic@hollandseclub.org.sg to confirm your child’s enrolment and class schedule.
Q4: How do I pay for my child’s tennis and padel course?
A: For recurring courses like the Junior Tennis Programme, payment is made using the payment card saved in the parent’s Playtomic account, which is charged automatically.
Q5: Where can I see the payment?
A: Course payments are recorded in the Playtomic profile of the parent your child is linked to as a Family Member, not under a separate account for the child. To see the charges, log in to that parent’s Playtomic account and check the payment/transaction history in the app.
Q6: How do I set up a private match with my family, including children?
A: You book the court (private booking) (as per Question 3) and contact the Sports Team at least 24 hours in advance via WhatsApp message on +65 8751 0316 with the date of the booking and names of your children. The Sport Team will manually add your children and adjust the rate to the member price. Playtomic automatically charges your card for the outstanding fees for your children two hours after the court hire booking ends.
If you do not have a card saved in Playtomic, the outstanding amount will become a debt in your Playtomic account, which must be paid before making another booking.
Q7: Is there another option to register my children on Playtomic?
A: Yes. You can create a separate Playtomic account for each child using a different email address. Once the accounts are created, please email the Sports Team at playtomic@hollandseclub.org.sg with your children’s names, Hollandse Club Membership number and the email addresses linked to their Playtomic accounts. The Sports Team can then assign their Hollandse Club membership to their accounts.
All guests must have a Playtomic account to use the Hollandse Club sports facilities. Please follow the process below to register your guest for your court booking.
Member Responsibility & Compliance
Guests must comply with the Club’s Rules and Regulations and all applicable guest policies. Members are responsible for ensuring their guests comply. Guests who do not comply will be denied entry or use of the Club’s facilities by the Club Reception Team. Breaches may also result in disciplinary action against the booking Member in accordance with the Club’s Rules and Regulations.
1. Book your court
Use the “Book a Court” function in Playtomic to make your private court booking.
2. Open your booking
Once your court is booked, go to your booking in Playtomic.
3. Invite your guest
Use the “Invite” function to invite your guest to the match. Enter your guest's full name and click “Add.”, or scroll to the bottom of the page and use the “Share” function to invite via WhatsApp, etc.
4. Ask your guest NOT to pay yet
Your guest will have been added to the match on their Playtomic account. Please ask them not to make payment at this stage, as Playtomic does not yet recognise them as a guest of the Hollandse Club and will therefore not show the correct guest fee.
Until the Sports Team registers your guest as a Hollandse Club guest, Playtomic may show the standard public rate of S$70–S$125 per person, depending on the time slot. Please contact the Sports Team at least 24 hours before your booking to have the correct guest rate applied. We cannot guarantee adjustments requested within 24 hours.
5. Contact the Sports Team
Send a WhatsApp message on +65 8751 0316 with:
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Your name, Playtomic email address and Club membership number
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The date and time of your booking
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Your guest's full name(s), and Playtomic name if different
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6. Sports Team will update the price
The Sports Team will adjust the guest's price in Playtomic and confirm once this is done. The adjusted price will include the court fee and guest fee (e.g. S$10 court fee + S$15 guest fee during peak hours).
7. Guest makes payment
Once the Sports Team has confirmed the adjustment, ask your guest to complete their payment through Playtomic. The final price will include the guest fee and court fee.
8. Guest registration is complete
Once your guest has paid through Playtomic, they are officially registered to use the court.
On the Day of Your Booking
9. Accompany your guest
Your guest must be accompanied by you while at the Club. This includes accompanying your guest to Reception upon arrival.
10. Guest must show photo ID
Your guest must show valid photo ID at Reception. The name on their photo ID must match the name you have provided. Guests who cannot provide matching photo ID will not be permitted to enter the Club or use the sports facilities.
11. One visit per month
Guests may use the Club’s sports facilities as a guest once per calendar month and will not be permitted to enter as a guest again that month. The full guest policy can be found in the Club’s byelaws.
12. Changing a guest more than 24 hours before the booking
If you need to change the guest registered for your booking:
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Ask the original guest to cancel their Playtomic booking.
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They will then receive their refund.
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Complete the guest registration process again for the new guest.
13. Changing a guest within 24 hours
If you need to change your guest within 24 hours of the booking date and time, please contact the Sports Team directly. They will process the cancellation and guest change manually in the system.
Please ensure your guest has completed the Playtomic registration and payment process before arriving at the Club.
Children Process
Member Guidance to Invite Guests to a Court Booking
Account & Setup
Payment, Fees & Club Wallet
Playtomic Levels
Privacy & Data
Booking, Cancellation & Guest Rules
