Wednesday, July 29, 2015

This month's frequently asked questions

Here are some of the most frequently asked questions to our Customer Support team over the past month.

How can I give a Team Manager access to the database?

Team Managers will need restricted database access to be able to perform their weekly tasks (typically team selection, team sheets and results entry).

As was the case last year, clubs can assign TMs (with a Passport account) database access through User Management.

I would like to update my banking details, how can I do this?

Provide us with a copy of the bank statement for the new account showing your new account details and we can update this for you. Please send the bank statement to

How can I setup my registration form to accept payments?

Login to your database and go through the following steps:

  1. Hover over Registrations and click Payment Configuration
  2. Click Payment Application 
  3. Complete the form including bank details and statement before submitting. 

You will be advised of the successful setup within seven business days. For more information please click here.

How can I de-register a player from my club?

Have you got an old player appearing in your list of current season players and would like to remove them? These steps should help.

How can I check some finances?

Time to balance the books? Here are some instructions on how to run financial reports.

I am a participant and my goal is missing from the results section on my club website, what should I do?

Our support team do not have authorisation to add or edit scores/results. In this case, please contact your club and they will be able to assist you.

I am from a club and our scores from the weekend are wrong, what should I do?

Our support team do not have authorisation to change any scores. This authorisation would need to come from the competition itself.  Please contact your association to change results.

Why am I not receiving a discount for registering more than one member on our club registration form?  

Usually the question on 'how many adults/children do you want to register' has been answered incorrectly. If you only select one adult/child and then attempt to register multiple adults/children in the same form, you will not receive the discount.

The product (registration fee) is not showing on the registration form what should I do?   

This means the product has been set up incorrectly. Ensure that the correct product is active on the correct registration form. Also make sure that each filter on the product is correct, eg. the availability filter on the product.

I am the president of our club and I'm not receiving any email when our members register. What should I do? 

From the main dashboard page click ‘Contacts’ on the dashboard. Make sure that whoever is suppose to receive the emails that the appropriate box is ticked.

A player is missing from the team sheet, what should I do? 

If you're having trouble finding a particular player for Team Sheet, we've put together a short list of things to check.

How do I work out who the money I received in my bank account is from?

To acquire this information you would need to run a Funds Received report and include the Distribution ID field along with any fields you deem necessary.

The Distribution ID field needs to be filtered 'Equals' and the code from the bank statement (beginning with the letter 'E') needs to be the filter criteria (minus the letter 'E' at the start).

The pathway to create this report is as follows - form your database click (>) Reports > Finance > Funds Received (Configure) > Add necessary fields to report (including Distribution ID) > Filter Distribution ID > Run Report.

A member has incurred a duplicate payment, what is the next step?

On rare occasions, member credit cards are double charged by the bank.  However, only one transaction will show in the member record.

Until the bank fix the problem, FSP checks for double payments twice per week and automatically returns the excess payment to the members card. This refund often occurs before the member realises it has happened. If you are approached by a member who has noticed they have been charged twice before the payment has been reimbursed, you should let them know that it can take 5 to 7 business days to receive the refund.

If the member finds that the funds have still not been reimbursed after this period, they should go to our Support Centre and submit a request with the date and amount of the payment. They should supply the first 6 and last 3 digits of their credit card number so our customer support team can investigate the issue.

Note that this is different to when the member has actually paid twice for an item. If this is the case, both transactions will show up in the members transaction record and it will be the responsibility of the club to reimburse where relevant.

(AFL ONLY Question) The Registrations menu will not allow me to add new registration forms. How can I add new forms to our database?

You are required to use the National Registration Form that is listed in this menu. It behaves as any other registration form would except you cannot remove any of the fields already on the form.

Confirmation emails are not being received, what should we do?

1. Ensure the email address is correct.
2. If an email hasn't come through immediately, wait a few hours.
3. If it still has not come through, check the junk mail folder.

I clicked the ‘back’ button in my browser (which I know I shouldn't do) and now the transaction value has doubled. What should I do?  

Firstly, try closing the browser and registering again (or try a different browser). The browser session should refresh and resolve this issue. If 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 have already paid for the transaction, then you will need to contact your club to organise a refund.

A user has accepted the terms and conditions on their club registration form and clicked to the next page. but it states that they need to go back and choose a mandatory product. They cannot do that because there is only one product on the form. What should they do?

Note the mandatory product name from the error page and go into ‘Products’. Sometimes the   mandatory product is an inactive product that has been accidentally ticked. Find the product name and edit it.  Click on the mandatory tab and scroll through the list of products until you find the one that is ticked. Un-tick the box.

A payment is missing from the database but I know that the individual has paid, what is the next step?

To investigate this issue we require the first six and last three digits of the credit card used to make this payment as well as a copy of the bank statement. Please submit this information here.

Schedula Specific Common Queries - 

How do I know when our officials will be notified of their appointment times?

You can find this under Schedula Profile > Manage Your Profile > Active Memberships.

Can we use Schedula for practise games?

Yes, you should create a new competition for this in your FSP database. Make sure that you edit the practise game and click ‘Hide in Stats’ so the game doesn’t contribute to player career stats.

I’m not receiving the decline notifications, why is this? 

Decline notifications are only sent to the administrator that made the appointment.

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