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Getting Started

Troubleshooting Guide

Common player, coach, and club issues and how to resolve them.

Player Issues

Cannot complete a booking

Issue: Booking fails at checkout. Resolution steps:

  1. Confirm the class still has available capacity — it may have filled since the page was loaded
  2. Check card details are entered correctly (card number, expiry, CVC)
  3. Ensure the card has sufficient funds or is not blocked for online transactions
  4. Try a different payment method
  5. Clear browser cache and try again
  6. If using credits, confirm the credits have not expired
  7. Contact AllSquads support if the issue persists

Issue: "Profile incomplete" error when trying to book. Resolution: The coach or club requires a complete profile before booking. Navigate to Dashboard > Settings > Profile and complete all required fields.

Cannot find a class

Issue: A class is not appearing in search results. Possible causes:

  • The class listing access is set to Private or Invite-only — only visible via direct link or invitation
  • The class status is Draft or Archived — not publicly visible
  • The class has no upcoming sessions
  • The class is full with no waitlist availability

Resolution: Contact the club or coach directly for the class link, or check if a waitlist is available.

Credits not appearing at checkout

Issue: Expected credits are not showing at checkout. Possible causes:

  • Credits are from a different club — credits are club-scoped and only appear for bookings with the issuing club
  • Credits have expired
  • Credits have already been used

Resolution: Check credit balance and expiry in Dashboard > Payments > Credits. Confirm the booking is with the correct club.

Did not receive a booking confirmation email

Issue: No confirmation email received after booking. Resolution steps:

  1. Check spam/junk folder
  2. Confirm the email address on the account is correct (Dashboard > Settings > Profile)
  3. Check the booking appears in Dashboard > My Classes — if it does, the booking was successful
  4. Contact AllSquads support to resend the confirmation

Waitlist position not updating

Issue: Player joined the waitlist but has not been notified of a spot. Resolution: Waitlist notifications are sent automatically when a spot becomes available. Spots are offered in waitlist order and are strictly first-come, first-served — there is no expiry, hold, or sequential offer-to-next-player queue (ADR-042). If a spot has genuinely not opened up, no notification will have fired yet.

Coach and Club Issues

Stripe Connect not connecting

Issue: Stripe Connect setup is failing or incomplete. Resolution steps:

  1. Ensure all identity verification documents are ready before starting
  2. Complete all fields in Stripe's onboarding flow — incomplete applications cannot be approved
  3. Check the email address used matches a valid Stripe account
  4. If the connection shows as Pending, Stripe is still reviewing the application — this can take 1–3 business days
  5. Contact Stripe support directly for identity verification issues

Classes not appearing publicly

Issue: A class has been created but is not visible to players. Possible causes:

  • Class status is Draft — must be published to Active
  • Listing access is set to Private or Invite-only
  • Coach profile is incomplete

Resolution: Check class status and listing access in class settings. (Stripe Connect is not required to publish — clubs can publish classes and accept bookings before connecting Stripe; incoming payments are held at the platform level and release once Connect onboarding is complete. See 05-payments-and-credits.md for the held-funds flow.)

Players not receiving notifications

Issue: Players are not receiving booking confirmations, reminders, or cancellation notices. Resolution steps:

  1. Confirm the player's email address is correct in their contact record
  2. Confirm the player has not unsubscribed from AllSquads emails
  3. Check the player's notification preferences in their account settings
  4. Check that the relevant notification type is enabled in club notification settings
  5. Contact AllSquads support if the issue is widespread

Court hire booking conflicts

Issue: A court hire slot appears available but cannot be booked. Possible causes:

  • A class session is assigned to that court at that time
  • A manual availability block is in place
  • The requested time falls outside the court's configured weekly operating hours for that weekday. The system rejects the booking with a 409 "Court closed Mon 06:00-22:00 (AEST)" or similar. Applies to class creation, court-hire single + recurring bookings, ad-hoc calendar bookings, and session reschedules. Courts with no weekly hours configured are not gated.
  • Another booking was confirmed milliseconds before (race condition)

Resolution: Check the court hire calendar for blocks and class assignments. If the rejection cites a closed-hours reason, edit the court's weekly schedule in Dashboard > Court Hire > select court > Edit > "Weekly hours" (or open Sunday/etc back up for that day).

Payout amount is incorrect

Issue: Payout amount does not match expected revenue. Resolution steps:

  1. Check Dashboard > Payments > Transactions for the itemised transaction list
  2. Confirm the platform fee rate applied (driven by your subscription tier — see 05-payments-and-credits.md). The booking fee is paid by the player at checkout on top of the class price and does not deduct from your payout
  3. If any bookings used credits, the platform fee mirrors the cash-side class portion — credits discharge a club IOU and do not generate a top-up transfer, so the club's cash flow stays whole. The player-paid booking fee is computed on the post-credit cash portion (min 50¢ GST-inclusive) and never deducts from your payout
  4. Confirm whether any refunds were issued — refunds claw back cash only, not the booking fee or platform fee
  5. The platform fee is inclusive of Stripe processing fees — there is no separate Stripe processing line deducted from your payout on top of the platform fee
  6. Contact AllSquads support with specific transaction IDs if the discrepancy cannot be explained

Cannot cancel a booking on behalf of a player

Issue: Admin cannot cancel a player's booking. Resolution steps:

  1. Confirm the booking status — bookings that have already been attended cannot be cancelled
  2. Confirm the session has not already passed
  3. Navigate to the session roster > select player > Cancel Booking
  4. If the Cancel option is greyed out, the booking may be in a state that does not allow cancellation (e.g., already cancelled)

Attendance not saving

Issue: Attendance marks are not saving on the session roster. Resolution steps:

  1. Ensure a stable internet connection is active
  2. Wait for the save confirmation before navigating away
  3. Refresh the page and re-attempt
  4. Contact AllSquads support if the issue persists across multiple sessions

General Issues

Forgot password

  1. Navigate to the sign-in page
  2. Select Forgot Password
  3. Enter the registered email address
  4. Follow the reset link sent to the email
  5. Most reset emails arrive within a minute. Delivery can occasionally take a few minutes — check spam/junk folder if it hasn't shown up
  6. Still nothing? Use the Resend email button on the confirmation screen (limited to prevent abuse — wait for the on-screen countdown between resends). Every reset link already sent keeps working until it expires, so use whichever one arrives

Locked out — no longer have access to your account email

If you can no longer receive mail at the email address on your account, you can recover access yourself using your registered mobile number — no need to contact support, and AllSquads staff and clubs cannot see or change your email for you (member contact emails are private by design).

  1. On the sign-in page, choose Forgot Password, then select "Lost access to your email? Recover with a text message" (the /recover page).
  2. Enter the mobile number on your account. If it matches, we text you a 6-digit code (valid 15 minutes).
  3. Enter the code to confirm it's you.
  4. Enter the NEW email address you want on your account.
  5. We send a confirmation link to that NEW address — click it to finish the change, then sign in (use Forgot Password on the new address if you also need a new password).

Notes and limits:

  • The code is single-use and rate-limited; too many wrong guesses locks that code for a while — request a fresh one.
  • If more than one account uses that mobile number, recovery can't tell which is yours — contact AllSquads support.
  • If the mobile you enter isn't on any account (or you have no mobile on file), recovery can't help — contact AllSquads support.
  • The new email only becomes active once you click the confirmation link sent to it, so use an address you can actually open.

Account locked or suspended

Contact AllSquads support directly. Account suspensions are handled by the AllSquads admin team. (A suspension is different from losing access to your email — for the latter, see "Locked out — no longer have access to your account email" above.)

Page not loading or showing errors

  1. Clear browser cache and cookies
  2. Try a different browser
  3. Check AllSquads status page for any known outages
  4. Contact AllSquads support with the error message and page URL

Data appears incorrect or out of date

AllSquads data updates in real time. If data appears stale:

  1. Perform a hard refresh (Ctrl+Shift+R / Cmd+Shift+R)
  2. Log out and log back in
  3. Contact AllSquads support if the issue persists
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