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Common Issues

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Registration Issues

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Players Can’t Register for Events

1. Event is full
   • Check event capacity in Events > [Event Name] > Settings
   • Consider increasing capacity if appropriate
2. Registration closed
   • Verify registration dates in event settings
   • Extend registration period if needed
3. Player account issues
   • Ensure players have created accounts
   • Check if their accounts are verified
   • Verify they meet any event requirements (membership level, qualifications, etc.)
4. Payment configuration
   • Confirm payment methods are properly configured
   • Test the registration process yourself to identify payment issues

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Duplicate Registrations

1. Go to Events > [Event Name] > Registrations
2. Sort by player name to identify duplicates
3. Select duplicate entries
4. Click Manage Selected > Mark as Duplicate
5. Choose which registration to keep
6. Process refunds for duplicate payments if needed

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Tournament Management Issues

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Pairings Not Generating

1. Check player count
   • Ensure you have an appropriate number of players for the tournament format
   • Verify all players are properly checked in
2. Round configuration
   • Confirm the previous round is properly completed
   • Check that all match results have been entered
3. Software state
   • Try refreshing the page
   • Clear browser cache
   • Log out and log back in

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Match Result Submission Problems

1. Permission settings
   • Check who is allowed to submit results in Events > [Event Name] > Settings > Reporting
   • Adjust permissions if needed
2. Round status
   • Verify the round is properly started and active
   • Check that the match hasn’t already been reported
3. User access
   • Ensure users have the correct access link or QR code
   • Verify they’re using supported browsers

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Payment Processing Issues

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Failed Payments

1. Gateway configuration
   • Check your payment gateway settings in Organization > Integrations
   • Verify your API credentials are current
   • Ensure your account is in good standing with the payment provider
2. Currency issues
   • Confirm you’re accepting the correct currency
   • Check for currency conversion problems
3. Card processing
   • Verify 3D Secure/verification settings
   • Check if international cards are being properly processed

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Refund Problems

1. Refund timeframe
   • Check if you’re within the payment provider’s refund window
   • Verify the transaction is in a refundable state
2. Permission settings
   • Confirm you have refund permissions
   • Check your organization’s refund policy settings
3. Payment method
   • Some payment methods have different refund processes
   • Contact your payment provider if direct refunds aren’t working

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User Account Issues

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Password Reset Problems

1. Email delivery
   • Check if reset emails are being sent (verify in Organization > Communications > Logs)
   • Look for emails being marked as spam
   • Verify the user’s email address is correct
2. Link expiration
   • Password reset links expire after 24 hours
   • Users should request a new link if expired
3. Account status
   • Verify the account hasn’t been deactivated or suspended

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Account Merging Issues

1. Direct them to Profile > Account Settings > Merge Account
2. They’ll need to verify ownership of both accounts
3. If they can’t access one account, they should contact support with proof of ownership

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Event Display Issues

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Events Not Showing on Calendar

1. Visibility settings
   • Check event visibility in Events > [Event Name] > Settings > Visibility
   • Ensure the event is marked as “Public”
2. Publication status
   • Verify the event is published and not in draft status
   • Check if publication date is in the future
3. Category filters
   • Confirm the event is assigned to the correct categories
   • Check if calendar filters are hiding certain event types

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Event Image Display Problems

1. Image format
   • Ensure images are in supported formats (JPG, PNG, GIF)
   • Check image dimensions (recommended: 1200x630px for banners)
2. File size
   • Verify images are under the 5MB size limit
   • Compress large images before uploading
3. Cache issues
   • Try clearing browser cache
   • Force refresh the page (Ctrl+F5 or Cmd+Shift+R)

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Data Export Issues

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Failed Exports

1. File size limits
   • Large exports may time out
   • Try narrowing your export criteria
   • Export in smaller batches
2. Permission settings
   • Verify you have export permissions for that data type
   • Check if there are privacy restrictions on certain data fields
3. Format compatibility
   • Try a different export format (CSV instead of Excel, etc.)
   • Check for special characters causing export errors

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Technical Problems

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Page Loading Issues

1. Browser compatibility
   • Ensure you’re using a supported browser (latest Chrome, Firefox, Safari, or Edge)
   • Try an alternate browser
2. Internet connection
   • Check your internet connection
   • Try accessing from a different network
3. Cache and cookies
   • Clear browser cache and cookies
   • Try incognito/private browsing mode

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Mobile App Connection Issues

1. App version
   • Ensure you’re using the latest app version
   • Update from your device’s app store
2. Login credentials
   • Verify your login information
   • Try resetting your password
3. Device compatibility
   • Check if your device meets minimum requirements
   • Ensure your OS is up to date