General FAQs
Spotlight membership is a full year contract, but with the option to spread this over 12 payments instead of one lump sum.
There are 3 payment options for members:
- Annual Direct Debit
- Monthly Direct Debit
- Debit/credit card payment (we don’t accept American Express or Diners Club)
Your 12 month membership contract starts when your initial application is approved or when your expiring/expired membership contract is renewed/reactivated successfully.
Direct Debits
Who administers Spotlight’s Direct Debit service?
Spotlight uses GoCardless to administer its Direct Debits. GoCardless is a Financial Conduct Authority authorised company for the provision of payment services. You can find out about how GoCardless uses and protects your data on its website: https://gocardless.com/legal/
How do I set up a Direct Debit?
You can set up a Direct Debit when you join, or when you’re due to renew your membership.
We’ll send you an email when you are in your membership renewal period. In the month before your membership expires, you will see a daily countdown each time you are signed into your account. Your agent will also be able to see this on their agency account. When they view their client list, a banner will appear to let them know which client is due to renew and when. They can also filter their client lists based on membership renewals.
When you click the ‘Renew Now’ button, you will be given three payment options: annual Direct Debit, monthly Direct Debit (see below for defaulting or cancelled monthly Direct Debits) or a one-off payment (by debit/credit card).
Please note: We cannot set this up over the phone for you.
If you are already set up with a Direct Debit, you will not see this – instead you will receive a confirmation of the payment schedule by email.
When you sign up for Direct Debit payments you will receive an email confirmation of your Direct Debit, incorporating your advance notice to key information such as your payment terms. Thereafter we will contact you in advance of each annual membership renewal to remind you when the next payment will be taken and to notify you of any changes to the membership fees and Direct Debit amount. The subsequent annual membership fees will begin on each 12 month anniversary of your joining or renewal date. We will send you email confirmation of the new period, fees and payment dates.
Spotlight reserves the right to remove the ability to pay by annual or monthly Direct Debit at any time and for any reason.
Can I have a Direct Debit set up on an international account?
Yes, if you choose a Euro-zone location as your location address in the ‘About You’ section of your application. Or, if you’re a current member who is looking to renew or reactivate, and you want to pay in Euros, contact our Support Team to have your payment changed to Euros.
Unfortunately, we are not able to accept Direct Debits set up with bank accounts outside of Europe. For now you will need to complete a one-off payment. We hope to expand Direct Debit and recurring membership payments in the future.
How do I cancel a Direct Debit?
To cancel an annual Direct Debit, please contact your bank several working days before payment is due to be taken. You will be notified via email when the payment will be taken by Spotlight.
Can Spotlight reinstate my cancelled Direct Debit mandate?
Spotlight cannot reinstate Direct Debit mandates that have been cancelled with your bank. If you have cancelled this and wish to reinstate it, you will need to call your bank directly.
I have changed my bank account and would like to update it on my Spotlight account, how do I do this?
Unfortunately Spotlight are unable to change the bank account details of a Direct Debit. We hope to be able to provide this facility in future.
If you are changing banks, your new bank may be able to provide a switching service, taking over any existing Direct Debits with us and other businesses. Our Direct Debit provider GoCardless will receive notification from your new bank when this occurs and will automatically update it, so there’s no need to worry!
I have a new card, does this affect my Direct Debit?
If your card has changed but your bank account remains the same, you will not need to change your Direct Debit details. It’s the account details that are used to set up the Direct Debit, and not the card itself.
How can I change to monthly Direct Debit?
I currently pay by debit/credit card
You can change to a monthly Direct Debit the next time you are due to renew. When you are in your renewal period you will be able to select a new method of payment.
I currently pay by annual Direct Debit
If you already have an annual Direct Debit set up, you will need to get this cancelled with your bank first. Please note this can take several working days. Once it has been successfully cancelled and you have entered your membership renewal period you will then be able to set up a monthly Direct Debit.
Please note: We cannot set this up over the phone for you.
One of my monthly payments has failed and now my membership is suspended. What do I do?
If we were unable to collect a payment, your subscription will be expire and you will receive an email confirming the end of your subscription. Please don’t worry, you can just sign in and click ‘Reactivate’ to set up a Direct Debit again to continue your subscription.
How can I find out which account my Direct Debit has been set up with?
Please contact our Support Team and we can confirm the last 2 digits of the account number.
How can I find out when the next Direct Debit payment is due to be taken?
Please contact our Support Team and we can confirm when your next payment is due to be taken. Alternatively you can call your bank or check your confirmation email, which includes the Direct Debit set up and schedule.
My membership is now expired or suspended and I am unable to make a payment. What should I do?
Don’t worry – all your details will be saved! Once payment has been made, your Spotlight profile will be reactivated; you will be searchable again, and you can be put forward for jobs.
You can reactivate your Spotlight profile when you are ready, but please be aware that your name will only be protected for a limited time dependent on when your membership expired. Please see our names FAQs for further information.
Renewing your membership
When will I need to renew my membership?
Every Spotlight member’s membership renewal date is different and unique to them. When your membership renewal period opens, you will receive an email to notify you that payment is due so it’s really important that you keep your email address up-to-date so that you don’t miss any notifications from us. When signed in you will also see a ‘Renew’ button on your account page with a countdown in days until your membership expires. If you have one, your agent(s) will also see this on their client list.
Can I pay for my membership when I am not in my membership renewal period?
You can’t renew outside of your membership renewal window. Please wait for the email or until you see the red ‘Renew’ button on your account page notifying you of when your window is open.
I have missed my renewal deadline, will I need to reapply?
You won’t need to reapply if you’ve missed your renewal payment. All your details will be saved and you can reactivate your membership at any time by simply signing in and making a payment. You will see a ‘Reactivate’ button in your account area. If you have not been a member for several years, you can contact our Support Team to see if we still have an account for you.
I need to renew my child’s Spotlight membership, what should I do?
If you have never signed in to your child’s Spotlight account, you will need to do so. Go to the sign in section on the Spotlight website to sign in with a username and password.
Once you are signed into the account you will be able to make a payment. If you have recently joined you will have received a welcome email containing a link to set up your sign in details.
I have more than one child on Spotlight and need to renew their memberships, what should I do?
If you have more than one child registered with Spotlight and have never signed into their accounts, you will need to do so. We would recommend using separate email addresses for each of your children where possible. If you are unable to do this please set up separate passwords and use separate internet browsers when signing in to each account.
Cancelling your Membership
I’ve changed my mind and I would like to cancel my membership, how do I do this?
If you are a brand new member of Spotlight, you may cancel your membership at any point during your first 7 days in line with our terms and conditions, before your first payment is taken by emailing our Support Team. This does not apply to returning or reactivating members.
I have paid my Spotlight membership for the year but have now decided I would like to cancel. How do I do this and can I receive a refund?
Unfortunately, you cannot cancel your membership midway through the year. We are unable to offer partial refunds. Please see our terms and conditions for more information.
Can I put my Spotlight membership on hold?
Once your membership has been paid, this is non-refundable and there is no option to temporarily hold your account.
What membership benefits will I be missing out on?
We take a holistic approach to our services for members, and provide a wide range of support and benefits in other areas as well as offering a profile for casting opportunities, and by not being a member you will miss out on these.
