Monday, February 3, 2014

Registrations FAQs

 The winter registrations period has well and truly arrived and the number of clubs taking their registration fees online continues to grow.

For sports using online Registrations & Payments, we've put together a list of the most common queries we are getting from participants and clubs.

Common Participant queries

Q/ I play in multiple leagues, can I use my ‘League A’ username/password to register into ‘League B’?
A/ No, participant username/password combinations are unique to a league. So in the above example, the participant will have two different sets of username/passwords (one for each league)

Q/ I can’t remember my username/password from last season and it’s not recognising my email address. What do I do?
A/ There are a couple of options here.
  1. First contact your club registrar/secretary and ask them for this information (they can follow these instructions).
  2. Register as a new participant, the database will find your existing record and your league will be able to merge the two records. The downside to the latter method is that you’ll need to fill in all the fields on the form again.
NOTE: Some forms are not configured to take registrations from new participants.

Q/ I clicked the ‘back’ button in my browser and now the transaction value has doubled. What should I do?
A/ First try closing the browser and registering again (or try a different browser). The browser session should refresh and resolve this issue. If however this does not solve the problem you will need to contact your club and ask them to remove the superfluous transaction from your member record.  If you already paid for the transaction then you will need to contact your club to organise a refund.

Club Administrators

Q/ I know my participants are registering but I can’t see them in the database yet, what is the cause for this?
A/ This is most likely because the database has picked them up as possible duplicates. If this is the case the league is required to resolve the duplicates. The participant won’t appear in the member list until this happens, however they will still appear in the member search (from the top right side of the screen) and also in reports.

Q/ My members are registering but they're not being set as financial in the season. Why is this happening?
A/ This usually means that your registration product is not set to make them financial. The below screenshot indicates where this is set from within the product screen:

Q/ Should I use the same products on my registration form that I used last season?
A/ No. Definitely create new products for each season. This will result in a much less confusing financial history of your database, which is handy particularly when you need to run financial reports.

And finally a couple of general tips from our help desk:
  • Although we’re more than happy to help your participants out, we understand that most clubs would rather field any registration related queries themselves so they can stay on top of the whole process. For this reason we recommend that you make your contact details clear on each page of your registration form so that your members.
  • Did you know you can have more than one bank account associated with your club database? Once we set this up for you, you can direct funds from each product to a particular bank account (normal validation requirements apply).  Email us at with a scanned copy of the additional bank account and the details of your club, league and sport (if you know your club ID in the system, please include that) and we'll organise this for you.

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