> ## Documentation Index
> Fetch the complete documentation index at: https://docs.spicerack.gg/llms.txt
> Use this file to discover all available pages before exploring further.

# Common Issues

> Solutions for frequently encountered problems in Spicerack

# Common Issues

This guide provides solutions to frequently encountered problems in Spicerack. If you can't find your issue here, check our [Support Resources](/troubleshooting/support-resources) or contact our support team.

## Registration Issues

### 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

### 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

## Tournament Management Issues

### 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

### 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

## Payment Processing Issues

### 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

### 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

## User Account Issues

### 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

### 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

## Event Display Issues

### 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

### 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)

## Data Export Issues

### 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

## Technical Problems

### 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

### 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