Front-Desk Quick Answers

The questions you’ll actually get at the desk, each with the fastest answer.

• “I want to join but I don’t have the app.” Open the event → Add Player → New Guest. A name is all you need; tournaments also ask for an email. On a paid event pick Owed (they still owe the fee) or Comp (on the house). Then share the event link or point them at the QR flyer.

• “It says the event is full.” They join the waitlist automatically, and the spot passes to the next person the moment someone drops out. On paid events they get 30 minutes to pay. Want more room? Edit Event → raise Max Players, and the waitlist fills the new spots in order.

• “I paid but it isn’t showing.” Check their roster row. Payment pending usually clears on its own; Payment failed means the card bounced — they can retry in their app, or pay cash and you Mark Collected (Desk).

• Rain — tonight can’t happen. Open the event → ⋯ → Cancel Event. Everyone gets a push and an email. Card payments come back as club credit; desk cash you hand back yourself.

• “My rating seems wrong.” Analytics → Players → See All Players → tap the player → Adjust Rating, with a reason. Use it sparingly — ratings self-correct as people play.

• A wrong score went in. Tap the match card, including one from an earlier round, and re-enter the score. Standings recalculate straight away. One catch: Round Robin nights and tournament brackets finish themselves once every match is scored, so fix a wrong score before the last one goes in.

• An event isn’t showing in the player app. Almost always one of three: a clinic still in draft (Publish Clinic), a tournament or league week still in draft (Open Registration), or the member is looking at a different club.

• “What do my members actually see?” Switch View → Player. Two minutes there answers most find-it questions.

• Something’s broken. Settings → Report a Problem or Ask a Question. The Clubhouse team reads every one.

Straight to the answer

• “I can't see next week's league” — the week is still in Draft. See Why Can't My Members See or Join This?

• “It won't let me register” — read them the error; each one names its cause.

• “Where's my refund?” — almost certainly club credit, not their card.

• “I'm in the system twice” — a duplicate record. Do not delete anything.

• “I want to book a lesson” — Learn tab → Private Lessons.

• “How do I stop the emails?” — there is no opt-out. Take them off the send.

Times looking wrong

Everything displays in your club's time zone, set once in club settings. If confirmations look shifted for everyone, that setting is wrong. If it is shifted for one person they are probably travelling — the app shows club time deliberately, so their court time is correct.