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Common Issues

This guide provides solutions to frequently encountered problems in Spicerack. If you can’t find your issue here, check our Support Resources or contact our support team.

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Registration Issues

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Players Can’t Register for Events

Possible causes and solutions:

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

If players are showing up multiple times in your registration list:

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

If you’re unable to generate pairings for a round:

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

If players or staff can’t submit match results:

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

If payments are being declined:

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

If you’re unable to process refunds:

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

If users can’t reset their passwords:

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

If players have duplicate accounts they need to merge:

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

If events aren’t appearing on your public 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

If event images aren’t displaying correctly:

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

If you’re unable to export data:

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

If pages are loading slowly or not at all:

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

If the mobile app isn’t connecting:

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