Uplifter FAQs

 

FAQs & Scenarios

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Overview

Uplifter is a robust and powerful system. This means there is a lot to do and a lot to learn. If you have a question about Uplifter you're likely not alone. Our FAQs page may have just the answer you're looking for! To find the answer, simply click on the question.

Q: Where can I find out more about the changes and updates happening on Uplifter?

A: To find a log of all development changes and releases please navigate to About Uplifter on your Uplifter site's admin menu. Be sure to also sign up for our newsletter!

Note: This document provides a large resource of useful information, in the form of Questions and Answers but is not meant to disregard the relevance of our detailed guides and articles. The answers given below are based on common and best practices, however, if you are dealing with a more complex matter to which you do not seem to find a solution, please refer to our Uplifter Topics & Articles section found here.

Getting Started
- Passwords, Email Header, When to go Live

Q: How will I know when the site is ready to go live?

A: The best way to track your progress is to review our Going Live article, which will provide you with a checklist of elements you will want to ensure are in place and that you are comfortable with. Our team will receive a notification, once you switch your site to Live, so we can do one last review to make rue everything is looking okay. https://learn.uplifterinc.com/hc/en-us/articles/221778568-Going-Live

Q: When we make the uplifter site live does it automatically replace our own website?

A: No, what going Live does is finalize your setup by confirming that the registrations moving forward will be legitimate and that you can begin taking payments. Purging your site is important so that any test data doesn't get mixed in with the proper data you're gathering from your now official registrations. This has no effect on the look and feel of any content on the public site, for the exception of the removal of the "Trial" messages you might have seen.

Q: How do we remove the banner that says "This is a test website"

A: That banner will be removed automatically once your site has gone live and will be taking actual registrations/payments. This switch can be made within your Uplifter Settings > Site Options page.

Q: I created a few test accounts to test out my site but I can't recall the passwords that I assigned to them. What can I do?

A: You can reset the password for these and any other member accounts. You can update a member's password through their account, but it is best to encourage users to use the Forgot Password link, located in the Login section of your public site.

Q: How can I set up a custom email header?

A: This is a quick update that can be performed via the Theme Editor. To access this, please navigate to Settings > Themes > select your theme. This will open the theme editor for your use. Here you can customize many elements of your site, as noted in our article Public Website Management. However, for this specific instance, you are looking for the Additional Images menu option, then uploading your file of choice to the Email Top Banner. Once you're done, don't forget to save!

Q: Where can I find out more about the changes and updates happening on Uplifter?

A: To find a log of all development changes and releases please navigate to About Uplifter on your Uplifter site's admin menu. Be sure to also sign up for our news, tips, and tricks newsletter!

Q: How do I change my main contact information with Uplifter?

A: Your main Uplifter contact listing is located via Settings > Uplifter Settings > Uplifter Plan tab. This can only be changed at the request of the main contact (via the main contact email) or via the Uplifter Account Address email, located in the section above the main contact section.

Once the request has been received from either email a confirmation will be sent to both listed emails. This confirmation must be replied to in order to complete the update.

Achievements
- Participant accomplishments

Q: How can I update each participant’s achievements without having to go into each profile individually?

A: To do so, please navigate to Settings > Achievements. Here you can not only create the achievements you need but also quickly assign them to the participants who have accomplished them. To do so, select the Add Participants icon (the one with the little plus sign). In the pop-up, you can specify which participants you wish to allot the Achievement to. Note that you can do this en masse for each achievement. For the en masse option, the achievements must all have been completed on the same date. This is a great option for backfilling data, as the specific dates are not necessarily hugely important. Moving forward, however, on a day to day basis, it is easiest through the evaluations.

Categories
- Grouping programs on your Registration pages

Q: A participant was accidentally registered in the wrong category. They have already paid. How can I switch them to the correct category?

A: Registering in the wrong Category could mean one of two things, but to correct either we have to travel to the invoice edit page. Please navigate to Accounting > Invoices and select to Edit the invoice in question. From here there are two possibilities. 1. They have registered in the right program, but the wrong category. To correct this, simply select to Edit the program they registered for, then use the category level drop down to select the desired category level. Finally, select Post to keep the changes. 2. They have registered for the wrong program. In this case, you will want to remove the undesired program with the Delete option, then use the Add Program tab to add the desired program to the invoice. This may cause some payment adjustments to be required, in which case you will want to update the Payments section accordingly, then Post to save your changes. Our article Invoice Actions (https://learn.uplifterinc.com/hc/en-us/articles/115011340668-Invoice-Actions) will help you through this process, including steps to take when needing to adjust any costs.

S: I just set up my EXAMPLE program – it appears multiple times as a duplicate, on the registration page of my public site? Is this something I set up?

A: You're seeing this due to the Category that program is part of not having the "Group Program Listings by Category" option selected. So each Category Level that is part of that Category is displaying its linked programs, and since your Simulation program is part of 3 of those Category Levels then you are seeing the result on three different locations. You can learn more about this subject in the article below: https://learn.uplifterinc.com/hc/en-us/articles/202321304-Categories#createcategory That said, what most clubs will want to do, to help users find and register for specific programs/categories/cat. levels is to create registration pages. These fall down from your Main registration page, for your users to choose from, taking them to a filtered page depending on the registration page they selected and the filters you have applied to that page to only display the necessary programs. You can learn more about creating these registration pages here: https://learn.uplifterinc.com/hc/en-us/articles/115006343448-Public-Website-Management#registrationpages

Checkout
- Accepted payment methods

Q: Is there a way we can make very clear and visible at checkout, that our club doesn’t accept Credit Cards?

A: There are a few options you can look into, in order to communicate to your users that your club does not accept credit card payment. The first would be to add a notice to your Payment Options policy that your club doesn't accept credit cards. You can edit the text around to make the particular "Do not accept" text line stand out by using a set of font sizes and colors. The other option (or additionally) would be to include this very same information within each program Description. And lastly, you could make use of the 'yellow' section in your Registration page to inform your users of any important notices.

Communication Tools
- Emails, News & Posts

Q: I have configured and Activated an email address in my Global Settings but I’m unable to send emails.

A: In order to be able to send emails within Uplifter, you need to designate the email address(es) that you'd like your emails to come from. To do so: Navigate to Settings > Global Settings > [Email Addresses] tab Click on Add Email Address Under Email From Name add the name that might be identified with the email address (eg: "CanPower" or "Registrar" Under Reply-To Email Address enter the email address you'd like to add (eg, your gmail address you'd like your members to reply back to) Click on the Can Send Email icon to activate that you'd like to allow this email to be able to send from Uplifter Repeat these steps for any additional emails you would like to add to Uplifter to be able to send from. There are other options including being able to be sent email from a contact us form, receiving a copy of the address, receiving a copy of system notifications and a default address where invoices and other notifications would normally send from. Click on Save All at the bottom.

Q: Can you add a signature to outgoing emails?

A: At present we don't have an option for you to customize the email templates to include signatures. You do, however, have the ability to add a header image that will appear on your emails. You can do this in the theme manager.

Q: Is there any way to automatically send an email with an attached pdf once someone registers for a program?

A: I'm afraid automated emails are not currently an option. In the interim, you can always use the Yellow section of your secondary registration pages on your public site, to provide your users with any type of information pertaining to the programs listed on that page, that they might need to know about.

Q: How do we put information under News and when do these items get archived?

A: The information in the News section of your website is populated by entering them under Communication > Posts. Further instructions on how to enter news posts can be found under Communication Tools. Links under the “Archived News” section will be sorted by month. By default, the page will display the last 20 posts created and you will find any posts, by month, in the links that are automatically created.

Custom Fields
- Gathering information from your users

S: How can I set-up requirements so that members cannot check out, without entering their measurements related to a specific Category? I also need to specify the size options for them to select from. Is this at all possible?

A: You will want to set up a Required* Participant Custom Field. You can set this custom field within your Settings > Global Settings by going to your Custom Fields and begin by selecting +Add Participant Field. What you will need to do to collect particular size information, is create one Participant field for each of the required measurements. This will allow you to collect the information you need, as well you can also provide a drop-down of options for the sizes available for Chest, Waist, Inner Seam etc for them to select from. You would be using the Dropdown Box Field Type, for each of these 5 custom fields you will be creating. You will find the necessary information, about this type of custom field and more, in this article: https://learn.uplifterinc.com/hc/en-us/articles/115007952287-Custom-Fields#participantfields You can set a Custom Field to show only for specific categories. However, since we won't know which category they are applying for until they begin the checkout process, you will want to mark 'Member Checkout and Admin Edit / View on Invoice' as the option for where the field appears. This will then generate a Link To field where you can tag (see: Tagging) your desired categories/category levels.

S: We have medical information that we would like to obtain from our participants and would like to have it saved to their profiles. How can this be done?

A: You will want to use the Custom Fields element of your site found under Settings > Global Settings in the Custom Fields tab. Once there, you will want to select the Participant Fields section (see this article https://learn.uplifterinc.com/hc/en-us/articles/115007952287-Custom-Fields#participantfields for further details) and when you are creating the custom field, you will want to use the File Upload option as the Field Type, so you can indicate which types of documents this field can accept.

Q: How can I delete data that was collected in a previous registration so that people can add current data? Is it better to disable old ones and create new ones?

A: Once you have begun collecting data for a custom field, you can't change the type of field it is. This is because the new field type may be of an incompatible data type to the old one where you have previous data collected. For example, a "Free Form Text" field that previously had letters cannot be changed to a field type of "Whole Number". You can disable old fields and create new ones. Ones they are disabled, they won't appear for users to see or access them any longer. Alternatively, when editing a custom field, you can click "Delete All Values Assigned to the Custom Field" at the bottom of the edit dialogue box to do so. Note that once the values are deleted, they cannot be recovered. If you need this data for historical purposes, you may want to download a report with the values before doing so. Once you have deleted all the previously stored values for a custom field, you would, at that time be able to update the field type if you like to be able to re-purpose fields if you no longer need the data that had been previously collected.

Discounts
- Promoting, Adding to an invoice

Q: What is the best way to promote a particular discount on my Public Site?

A: You can advertise discounts/offers in several ways, you can do so via your Public site mainly (at the top of your Registration page where you currently have the yellow announcements section), and then using the Description section of these programs just as well. You can also add useful details, notifying parents to look for these types of discounts on your site, by adding this information to your Notifications section of your Global Settings.

Q: We have a discount that needs to be controlled from the admin side and thus manually applied. How can I make this work?

A: You can start by creating a $0 discount that is unattainable (dates in the past, unattainable conditions etc) that you will name in correlation (ex: Lump Sum Payment Discount) with the type of discount will manually applying on invoices. Then, once you have an invoice that would be eligible for this discount, you would select to edit the invoice, Adjust a registration item on the invoice, select the $0 discount created and manually attribute the value that you are discounting. You will then be able to report against this particular discount.

Q: How can I add a discount to an existing invoice?

A: This is something you can certainly do while on the edit page of an invoice. You will want to select the Edit option for the program item and then select + Adjustments where you should immediately see your available discounts. Once you have selected the discount(s) you wish to apply to that program, you can then enter the amount you wish to have deducted from that program registration and adjust the Payments section accordingly.

Q: How do I discount only the 3rd (Nth) child's registrations?

A: To create a discount that is based on the number of participants registering you will want to use the Participant Count Discount (Family Discounts) benefit option. This is looked at in detail in our article Discounts - Participant Count Discount.

Evaluations
- Printing

Q: Is there a way to publish evaluations at the same time instead of going into each participant?

A: At this moment, we do not offer an option that allows you to publish evaluations in bulk. This is done to encourage the review of the marks before making them official. As this step is generally performed by coaches, in small batches, as opposed to in bulk, by an administrator.

Q: How can I print out an individual's evaluation to give to the participant?

A: You are able to print off a copy of individual evaluations by navigating to the participant's profile and clicking on "Evaluations". You can then select the evaluation you would like to display and click the "Print" icon in the top right corner. You can also just use your browser's Print option. You can also easily access the participant's evaluation page from the session evaluation page by clicking on the participant's name while evaluating participants.

Gift Certificates
- Credit applied to Member Accounts for their use

Q: Is there a way where instead of refunding a customer the fee for canceling a class, to have an option to leave it as a Credit on file (in Uplifter) that the customer can use towards future payments?

A: If you're refunding a customer the amount of a registration (when leaving a cancellation fee on the invoice) you can perform a refund to a gift certificate that they can use moving forward. The steps to this are outlined in the following section of our Gift Certificates article: https://learn.uplifterinc.com/hc/en-us/articles/115012701568-Gift-Certificates#refunding

Q: We have a member who is leaving the club. He has $530 credit in his account as a Gift Certificate and would like to have the money refunded back to his credit card. Is this possible?

A: In order to accomplish a refund to your user's credit card, I would recommend using the gift certificate as payment, then counter that with a refund to the credit card. Our section on Refunds in our Invoice Actions article (https://learn.uplifterinc.com/hc/en-us/articles/115011340668#refund) should assist you when you decide to make this refund.

Q: How can create a Gift Certificate for a member that they can only use on a particular Season/Program?

A: What you can do is create a Gift Certificate for a member to use (visit https://learn.uplifterinc.com/hc/en-us/articles/115012701568-Gift-Certificates to learn more), however, this won't allow you to specify when and where the credit will be available for your member, other than right after you have created it for them. You may wish to contact these members and create the gift certificate for them, after they have either registered for the desired session and left the invoice pending for you to manually apply the credit to that invoice, before they pay it, or you may create the invoice for them and apply a credit to it, there and then.

Invoices
- Creating, editing, doing refunds, installments

Q: I need to put an admin fee into the system to apply to members who have canceled their registrations. What is the best way to do this?

A: When a parent has an invoice with a registration to a program they are removing their child from, what you will want to do is adjust the cost of the program in question, leaving a cancellation fee on the program itself, by reducing the program cost from $350 to $20, for example. You can also reduce the cost of the program to 0 and leave within the invoice a custom product of a 20 value. Both of these methods will result in a refund, that won't consist of the full amount that was initially paid for the program since part it has been used to cover this cancellation fee.

Q: I didn't set the Skate Canada fee to Public when I made registration live. How do I fix the registrations that exist now that I've fixed this?

A: The first step you will want to take is to ensure that your Skate Canada fee is set up as noted in our article Skate Canada. Once it is, you can set it to Public status so that, moving forward, all invoices are correct. For those that have already been processed, you will want to add the SC fee to their invoice. This can be done by navigating to Accounting > Invoices and selecting the Edit the invoice in question. Select Add Subscription or Product, then choose to Add the Skate Canada fee to their invoice. This will likely cause an imbalance on the invoice, as they will now owe more money. If the invoice only has pending payments you can simply review the pending payments, adjust where needed, and Post the invoice (see Invoice Actions for more information). If the invoice has paid payments you'll likely want to update the user before processing anything further (on a credit card, for instance).

Q: If someone wants to do two installments instead of six, can I adjust the invoice for this? And what if they haven't selected pay by installments? Can I revise to pay by installments?

A: To adjust the number of installments on an invoice you'll want to do the following: 1. Find the invoice you wish to change and click on Edit 2. Inside the Invoice scroll to the bottom and find the section "Payments" 3. You will see "6" Pending payments listed with the expected date of payment and type of payment 4. Delete any entry until you are left with only 2 Pending payments with the desired dates of payment And so long as the items they have registered for, offer the option to be paid by installments, you can always go back to the edit page of the invoice and Check “Calculate Installments From”. Then, by deleting the current pending payment line that is already on the invoice, the system will then generate the actual individual installments on the payments section.

Q: When setting up Installments, can we do the first non-ref deposit of $300.00 in Sept. and then 6 installments of $150.00 on the 15th of every month: Oct. Nov. Dec. Jan. Feb. Mar.?

A: You can set an initial payment of $300 that will need to be paid upon registration (this date can be edited by an admin right away, if you create the invoice for the member and edit the Payments section) and then set the installments to begin on the 15th of a certain month and the amount of installments that will take place ever 1 month. (These dates can also be edited at any time, on the invoices themselves)

Q: If I add a member manually and send them an invoice, how to I get them to sign the waiver?

A: Currently we do not have the option to have members accept/decline policies when invoices are processed fully through the admin side. That is on our wish list of future features. However, there is an alternative. Creating the invoice on the admin side, and then allowing the member to continue the checkout process on their side of things will continue with the standard checkout process and policies (while retaining the admin created invoice adjustments/edits). So the admin would just create the invoice then put it on hold so the member could continue at any time, there and then adhering to your club's policies.

Q: Is there a way to add a debt (from a previous season) onto a participant’s fees for the upcoming season?

A: The simplest way you can go about this is to create/edit an invoice of a member, adding a custom product to it, with the amount that is to be paid. You can learn more about invoice actions that you can perform here: https://learn.uplifterinc.com/hc/en-us/articles/115011340668-Invoice-Actions

Q: I accidentally created 2 invoices while testing out discounts etc. Can these invoices be deleted?

A: Invoices cannot be deleted, only voided/cleared. To learn how to do so, please navigate here https://learn.uplifterinc.com/hc/en-us/articles/115011340668-Invoice-Actions#voiding

Q: How can I trace missing invoice numbers?

A: At present, the system saves on resources by immediately assigning an invoice number to anyone who signs into the system. As such, if they do not fulfill their invoice, the invoice number is discarded. If you would like to review a discarded invoice you certainly can. To do so, simply navigate to any other accessible invoice. At the end of the URL, you will see order=#. It is here that you can replace the current number with the number of the desired invoice. Hit enter and you will be taken to the discarded invoice.

Q: Why do my invoices jump numbers?

A: When someone logs into your Uplifter site, our systems save on resources by immediately assigning them an invoice number. If they don't end up checking out, that invoice is discarded. Jumps in invoice numbers are perfectly natural within the Uplifter system.

Q: How do I resolve the 'Missing Participant ID' error?

A: This error stems from one (or more) of your subscriptions being changed from 'per family' to 'per participant'. This change would have taken place after the invoice was created. Thus, a subscription that was previously happy with applying to the family as a whole, is now looking for a participant to attach to. Review the subscriptions listed on the invoice and select to Edit Edit-L.gif the subscription(s) to then select a participant to attach to.

Q: How do I perform a withdrawal?

A: This depends on your organization's internal processes. Be sure to verify with your accounting/treasury team. The two methods are to:

  1. Completely remove the program (and any reporting options).
    • navigate to the edit screen for the invoice in question
    • find the undesired line item
    • select Delete Delete-L.gif
    • perform any required refunds
    • Post
  2. Withdraw and adjust the program (allowing for future reporting).
    • navigate to the edit screen for the invoice in question
    • find the undesired line item
    • select Withdraw
    • perform any desired pricing adjustments
    • perform any required refunds
    • Post

Q: What's the difference between the two withdrawal methods?

A: The two options (noted in the FAQ above) will have similar results in most cases. However, the main difference is on how your system will report on the invoice. If you choose to Delete the line, the system cannot report on the item anymore. If you choose to adjust it, you can still pull reports that will represent the purchase and refund/withdrawal of the program.

Q: How do I perform a refund?

A: Before you can perform a refund you will need to make an adjustment to the line items on the invoice to create a negative balance. Alternatively, you can create a negative line item, but this is not the best option for your reporting. Once you have performed your desired adjustment, scroll down to the Payments section and select to Refund Refund-L.gif from a payment line of equal or greater value than the desired refund. Review the system generated refund line for accuracy and select to Post. You can find more detailed steps in our article Invoices - Refunds section.

Q: How can I add a discount to an existing invoice?

A: This is something you can certainly do while on the edit page of an invoice. You will want to select the Edit option for the program item and then select + Adjustments where you should immediately see your available discounts. Once you have selected the discount(s) you wish to apply to that program, you can then enter the amount you wish to have deducted from that program registration and adjust the Payments section accordingly.

Ledger Accounts
- Making further changes

Q: Once I set the Ledger to ready, am I at a later date, able to add in accounts, should our Programs change?

A: You can certainly add/change accounts after your ledger has been activated. This doesn't affect previous entries, only future records added to the ledger will be reflected by the account additions/changes/deletions.

Member Accounts
- Member account settings, personal info, account standings, statuses,

Q: Can I add participant information now or do we wait until they register?

A: You can create Member Accounts and Participant Profiles at will, but you will want to encourage your users to create them themselves so they can get familiar with the process and have it be one less thing you need to get done.

Q: Could you please let me know the reason why some members see Inactive Account? Myself including?

A: This status is for those members who have ceased using your system but may yet come back and your members can see this because this is applicable by both admin and member alike. Those accounts owners that have been set to Inactive can still log into their accounts and set their account back to Active. This Status is not to be confused with the Suspended status which removes login access from the user and only an administrator can add or remove this status.

Q: When a member account is in arrears and we would like to write off the member's owing balance, how can this be done?

A: You can accomplish a 'write-off' by essentially canceling out the funds on the invoice. You can do this by creating a Beta status, $0 product in your Products & Subscriptions page called Write-Off or something that you will be able to recognize easily. Then navigate to the edit page of the invoice in question, include add that item to the invoice and adjust its cost to be the same as the amount owing on the invoice (likely the total amount), but as a negative value with the minus ''-'' sign. This will allow your invoice to maintain all its information (for reporting purposes etc) and have the Payments section no longer show any amounts due, so the member in question will no longer be in arrears.

Q: When a member account is in arrears, how do you prevent that account from registration to future programs?

A: You can set an account to Suspended status. This status removes login access from the user and only an administrator can add or remove this status. As well, this status will not display on the member manager page by default. You can learn more about member accounts and the different statuses available here: https://learn.uplifterinc.com/hc/en-us/articles/115008137567-Members#memberstatus

S: If a member has credit card installments set up, how do you reset the account for automatic charges if one of the payments gets declined?

A: In this scenario, either you (given you have the user's CC details), as an admin can log access their account via the admin side and enter the necessary CC information, or the member can do the same, via their account, on the public site.

S: We have a member that is asking why their DOB is a mandatory field when creating an account.

A: This is a setting your club currently has set up as enabled, in your admin site. You may go to your Uplifter Settings > Birthdate / Age & Editable Settings and uncheck this option, should you wish to disable it. That said, the main use for this field is for parents who could, later on, wish to register as a participant, themselves, to register for a Parent & Tot program, for example.

Q: How can I stop an "Overdue" account from being notified of their account status?

A: You can prevent an account from being in arrears, and thus emailing the respective user, by editing the invoices that haven't been paid for, corresponding to that member. What you can do on an invoice, is either simply delete its registrations items (programs/products/subscriptions) as well as any pending payments, as most of these invoices consist of Payment sections without any 'paid' transactions. Then you can proceed Post the invoice, which will now be balancing at $0 since the items and any pending payments have been cleared and thus no longer require the member to make a payment.

Q: How do I find a specific member?

A: To find a specific member, first navigate to People & Accounts > Members. Here you can use the Member filter, located at the top left of the main page to filter to a specific member (or members). To do so, simply begin typing the member's name and select the correct listing from the system suggested options. Next, hit Enter on your keyboard or scroll down and select Filter at the bottom of the filter section.

Q: How do I delete a member?

A: So long as the member does not have any invoices attributed to their account you can remove them. Navigate to their account page and select to Delete Delete-L.gif beside their name.

Q: How do I opt a member into a mailing list?

A: Due to CASL compliance standards, admins cannot add members to mailing lists that they have opted out of. However, you can advise your member on how to opt themselves back in.

Q: Can admins and members sync their calendars with 3rd party applications?

A: At present, Uplifter does not offer this option. However, we do have plans to offer this in the future, among many other improvements.

Q: How do I reset a member's password?

A: We strongly recommend that you encourage your users to use the Forgot Password link available under the login form. Should all else fail, admins with the correct permissions can also update a member's password by entering the member's account and selecting to Edit Edit-L.gif their account. If you select this method please encourage your member to update their password to one of their own choosing.

Participant Profile
- Athlete development, progress, athlete’s membership, duplicates

Q: We have a member who entered the wrong birth date for their child. I am wondering how to change a participant's birthdate?

A: You may change any participant’s birthday by accessing their profile. To make this change you will want to do the following: 1. Go to the Admin site 2. Click on People & Accounts on the left navigation bar 3. Click on Participants 4. Find the participant and click on view 5. You will then enter the Participants profile where you may change the birthdate 6. Click on Update

Q: How do I move someone from the waitlist into the class?

A: To add someone to a program, regardless of their waitlist status, you will need to create an invoice. To do so, please navigate to Accounting > Invoices > Add Invoice. Create an invoice for the member and the system will suggest the waitlisted program at the top of the invoice. You can then add that program, as well as any others you wish. Once completed, select a payment method and Post.

Q: Why are people getting an error message saying there aren't enough participants when attempting to register?

A: This error message would stem from them either having already selected the program in question for the only participant in their account or if they hadn't yet created/saved a participant to their account, in order to be able to perform the registration. If the member in question can provide you with the account they are using and the participant they are trying to register, the next time they run into this matter, we will be able to then take a closer look.

Q: How can I edit a participant’s Category Level status on their profile?

A: Once you’re on the participant’s profile, select the desired Category Level, update the progress information as desired and select Edit Status to save.

Q: How can I print out an individual's evaluation to give to the participant?

A: You are able to print off a copy of individual evaluations by navigating to the participant's profile and clicking on "Evaluations". You can then select the evaluation you would like to display and click the "Print" icon in the top right corner. You can also just use your browser's Print option. You can also easily access the participant's evaluation page from the session evaluation page by clicking on the participant's name while evaluating participants.

Payment Methods
- E-transfers, Bambora/Beanstream

Q: How can I set up E-Transfers?

A: E-transfers function in the same manner as the Cheque payment method does, though e-transfers won't actually be making use of your payment gateway, you can still have it be an option available for your users. To view our documentation on Payment Methods, specifically how to create a payment method, please go to: https://learn.uplifterinc.com/hc/en-us/articles/115010509928-Payment-Methods#createmethod

Permissions
- New admins, Coaches

Q: How can I give another member of my organization Full Admin Access?

A: You can do this by navigating to Settings > Permissions. Once there, choose the Full Admin permissions group and begin entering either the name or email address of the member you wish to add to that group. You can learn more about Permissions here: https://learn.uplifterinc.com/hc/en-us/articles/202321274-Permission-Groups

Q: How do I give Instructors access to take Attendance on the Calendar?

A: Admin and Track All Participants along with any other permissions you would like to offer. You can learn more about Permission Groups here: https://learn.uplifterinc.com/hc/en-us/articles/202321274-Permission-Groups With these, they can take attendance without viewing member info (unless you supply other permissions).

Policies
- Deleting

Q: Can uplifter collect e- signatures? We want to do a petition within our skating club and wonder if there is a way to coordinate.

A: The best way for you to handle this will be through your Policies. This alternative will not only ensure that all of your members see the petition, but you will then be able to report against this information using your club's Policies - Member Agreement Registration Invoice report.

Q: I would like to add terms and conditions to a specific Season and turn off any other terms and conditions available. Is this possible?

A: In order to make it so a Policy in your Admin site no longer applies itself to any current registrations moving forward, what you can do is simply Tag that Policy to an older Season your club has that is no longer being used. This way you don't have to actually delete said Policy and you can always remove the Tag, should you wish to bring back the Policy to be used again in the future.

Q: How can I, after adding new Policies, specific to this current season, turn off any other Policies I have?

A: In order to make it so a Policy in your Admin site no longer applies itself to any current registrations moving forward, what you can do is simply Tag that Policy to an older Season your club has that is no longer being used. This way you don't have to actually delete said Policy and you can always remove the Tag, should you wish to bring back the Policy to be used again.

Products
- Products on the Public Site

Q: I need to create products that are similar to each other and it would save me some time if I could just copy them and change the things that are different. Is this possible?

A: Unfortunately this isn't a feature that is available at the moment. If you're looking to copy items that don't share only a few details, what you can do is actually use a third party word app such as Google Docs, to create yourself a type of template where you can store the different options you might use as a Summary/Description/Sku/Cost/etc and just Copy/Paste those details when creating the new product. This could be an interim alternative, to avoid having to type the information onto those blank fields. That said, we will be sure to keep our clubs up to date with all of the newest features and functions via our Newsletter. Of course, you are always welcome to check out About Uplifter on your site, as well as reach out to us any time.

Q: Is there a way to put restrictions on the purchasing of a product?

A: What you can do is create a custom, hidden product page. This page can be created on your public side, then set to hidden (as noted under the 'Show In' section of the Edit Page Details portion of the Public Website Management). Once you have a hidden page you can add your ticket ice product using the HTML code, as noted in the Using Product HTML Code section of our Products, Tickets & Subscriptions article (https://learn.uplifterinc.com/hc/en-us/articles/202359544-Products-Tickets-Subscriptions#showhtml). Once you have your completed, hidden page ready you can send the URL to all of your current users. You can then note on a visible public page that anyone wishing to purchase ticket ice from you can do so via contacting the club, then perhaps note that current users can already do so and do not need to contact the club). With everything in place and the email sent out you will find that current users can simply access the URL for ticket ice freely. Those who are not a part of the club will see the notice and contact you about accessing ticket ice. Of course, there are ways to get around this (friends sharing the URL, etc.) but this will be your most convenient option.

Programs
- Programs on the Public Site, Registrations

Q: How can I move a Participant from being registered onto a waitlist?

A: To remove a participant from being registered onto a program, you will want to remove their program listing from the corresponding invoice. To do this, please navigate to Accounting > Invoices and select to Edit the invoice in question. Select to Delete the program from the invoice, update any payments as required, and select to Post the invoice. Once this is completed, you can then navigate to the view-page for the program, scroll to the bottom, and select to Add Participant To Waitlist. Once they are added you are all set! You can find more information on the invoice changes in our article Invoice Actions: https://learn.uplifterinc.com/hc/en-us/articles/115011340668-Invoice-Actions

Q: I have added Holidays and Exception days but my Program’s events are still showing on the calendar. What did i do wrong?

A: In order to have your holidays prevent your programs from populating events on the designated dates, you will want to provide the season with those dates, before the creation of its programs. However, if you didn't know which dates you would be exempting classes from, upon the creation of your season, what you can do is still provide the Season in question with the Holiday/Exception Dates, but then simply manually edit your Season Calendar by deleting the program events that have populated on that date. To do so, once on your Seasons Calendar, click on the event and select to Edit Event to then obtain the option to delete this one event.

Q: I am currently trying to revise two of our Programs because we are changing the times to a later time. When I try to edit the program it won’t allow me to revise the class start and end time inside of the box titled Automatically Recreate Class Schedule. Why is this?

A: When editing a program, by checking the Automatically Recreate Class Schedule, you are indicating that any previously made changes to individual events of this program (via your Seasons page/calendar) will be overwritten, as you update and recreate the schedule for the program in question. The program update will not affect your registered participants. Their own calendar will be the main element to be affected by the change in schedule. You can learn more about this in our Programs article, found below: https://learn.uplifterinc.com/hc/en-us/articles/202566090-Programs#create

S: I have created a new EXAMPLE season and entered all programs offered however they are not showing up on my public site.

A: The reason why your programs under your Example season aren't showing is that your Example season has been set to start a month from now. You can edit this by going to your Seasons page, in your admin site, selecting the season you wish to edit and select the pencil edit icon, in order to access the settings of that season.

S: I just set up my Example program – it appears multiple times as a duplicate, on the registration page of my public site? Is this something I set up?

A: You're seeing this due to the Category that program is part of not having the "Group Program Listings by Category" option selected. So each Category Level that is part of that Category is displaying its linked programs, and since your Simulation program is part of 3 of those Category Levels then you are seeing the result on three different locations. You can learn more about this subject in the article below: https://learn.uplifterinc.com/hc/en-us/articles/202321304-Categories#createcategory That said, what most clubs will want to do, to help users find and register for specific programs/categories/cat. levels is to create registration pages. These fall down from your Main registration page, for your users to choose from, taking them to a filtered page depending on the registration page they selected and the filters you have applied to that page to only display the necessary programs, You can learn more about creating these registration pages here: https://learn.uplifterinc.com/hc/en-us/articles/115006343448-Public-Website-Management#registrationpages

Q: How do I control the information users must provide my club?

A: If you find a need to ask for more information than Uplifter asks for intrinsically you can create your desired field via the custom fields feature.

Q: How do I control the programs my users can see/register for?

A: You can control the visibility of programs using their status attribute. This is available during the program creation/edit. You can also batch update this status for multiple programs at once.

Outside of the status of a program, you can also control the programs that are listed on any given registration page by customizing the filters that are automatically applied to the page.

Q: How do I remove a single event from a program?

A: You can manipulate individual events via the Products & Programs > Seasons page. Here, you can find the specific event, select it, and choose Edit Event from the menu. In the pop-up, this generates you can opt to Delete Event. For more event manipulation options, please see Seasons - Event Manipulation.

Public Site
- Testing, program visibility

Q: I would like to create a tab for just Program Registration with sub-pages for each Category on my Public Site. Can I do that

A: On your Public Site, by hovering over your Registration page, you will be able to add sub-pages to it, as you would like. You can then filter those pages, to represent the desired Category by filtering the list of programs on that page. The option to select the filters that will apply to each page will be found by selecting the pencil edit icon located above the Calendar button, once you have selected the Registration Full Page as the template for each of your sub-pages. On each of your registration pages, on the left-hand side, underneath the filters, there is a button that has been enabled (and is also visible during checkout) that will take your users to your list of Products. If you would like to create an actual page for your products, you will need to use each of your product's HTML, to generate a button to display on the page you will be creating. To find the instructions on this, please visit the following section of our Products documentation: https://learn.uplifterinc.com/hc/en-us/articles/202359544-Products-Tickets-Subscriptions#showhtml

Q: How do I change the contact info listed in the footer of each page?

A: You may edit this information by following these steps: 1. Access your Uplifter Admin site 2. Click on Settings > Uplifter Settings 3. Click on the “Merchant Details” tab 4. Find the section “Your Billing Address” In this section, you may edit any of the information that is seen at the footer of any page including the phone number.

Q: Could you clarify for me how the Uplifter site we create will replace our current website?

A: Though you can certainly build your Uplifter site to have it encompass not only your registrations but also nearly all of the content of your current website. That said, you are under no obligation to discard any website your club uses. You can instead have your current site lead your membership to your Uplifter Registration pages for your website's visitors to then go to your Uplifter site to simply register for your programs/products. You can learn more about how to connect your sites here: https://learn.uplifterinc.com/hc/en-us/articles/202465674-Connecting-Your-Site-s-

Q: How do we remove the banner that says "This is a test website"

A: That banner will be removed automatically once your site has gone live and will be taking actual registrations/payments. This switch can be made within your Uplifter Settings > Site Options page.

Q: We currently have most of our pages hidden on our Public Site, as we are doing registration by a link from our own website. Where can I see my pages? We want to continue working on our website, before going live with our Uplifter site, but I cannot find my hidden pages?

A: If you have set a page(s) to not Show In: Main Menu and neither Sitemap, they will no longer be visible on your site. 'Hidden' pages are pages that have at least one of the 3 locations (Main Menu or Top/Bottom Nav) selected but not Sitemap. If you fear you have selected only Sitemap or none of the options, we will need to know the Name or Slug of your page to be able to locate it and restore it.

Q: How can I add Products and Subscriptions to my Public Site

A: By navigating to your Settings > Global Settings, you will fall on the Look And Feel tab, where the Navigation / Links section has the option that allows you to Enable a Purchase Subscriptions button that will then appear on your Registration pages, as well as on the cart, as your users check out, should they want to continue browsing for other items your club offers. This is covered in the Look And Feel section of our Settings article, found here: https://learn.uplifterinc.com/hc/en-us/articles/202321284-Settings#lookandfeel.

Q: How do we change the order of the tabs in the main menu?

A: To order the pages of your Public Site, you will want to navigate to one of the desired pages. From here, select Edit Page Order from the top left. In the pop-up that follows you can drag and drop your pages into the desired order. Once completed, select Save Changes.

Q: How can I test what the public site looks like?

A: You can log out of your site and navigate through your public site to get a quick feel for what your users will experience on your site. If you can use a separate browser to do this, you won't need to log out of your admin account. Additionally, on that separate browser, you can use a test account that you created for yourself (that doesn't have any admin permissions, perhaps just Beta if you would like this test account to be able to register for programs that are only in Beta status) and begin doing registrations via that account to test not only your public site but your programs/products/discounts setup and more.

S: I just set up my Example program – it appears multiple times as a duplicate, on the registration page of my public site? Is this something I set up?

A: You're seeing this due to the Category that program is part of not having the "Group Program Listings by Category" option selected. So each Category Level that is part of that Category is displaying its linked programs, and since your Simulation program is part of 3 of those Category Levels then you are seeing the result on three different locations. You can learn more about this subject in the article below: https://learn.uplifterinc.com/hc/en-us/articles/202321304-Categories#createcategory That said, what most clubs will want to do, to help users find and register for specific programs/categories/cat. levels is to create registration pages. These fall down from your Main registration page, for your users to choose from, taking them to a filtered page depending on the registration page they selected and the filters you have applied to that page to only display the necessary programs, You can learn more about creating these registration pages here: https://learn.uplifterinc.com/hc/en-us/articles/115006343448-Public-Website-Management#registrationpages

Q: How do I change our Uplifter URL?

A: The most common option is to update your domain's DNS records. This requires you to own your own domain and access the domain records. You will then want to:
  • Create a CNAME for www.yourWebsiteDomain.com to point to yourclub.uplifterinc.com
  • Create a redirect for yourWebsiteDomain.com to https://www.website.com
Please note the inclusion or exclusion of any "www." or "https://" in these examples, as they are important to apply accurately. For more information on this process, as well as other options you may wish to pursue, please see our article Connecting Your Site(s).

Reports
- Participants, Notes

Q: Is there a way to print a summary of all invoices which would include this Notes field?

A: You can view Parent Registration Notes by navigating to your invoices page, and selecting the Advanced CSV Export option (top right corner) to then obtain the desired information.

Q: Is there a report that shows a list of all participants and their achievements and category level completions?



A: The following report provides you that information, which you can filter as you wish: Participants - Completed Achievements and Category Levels

Seasons
- Participant registration, Public Site program display

S: Participant can’t register, despite meeting the requirements.

More details: I have a participant who will be 3 years old in mid-July and is trying to register for our session starting July 16. I have looked at my Categories Requirements and made sure the min age is 3, I have also verified the session's “age cut off – is set for 2018-07-01.

A: What most clubs will do is set the Age Cutoff Date of a program to be the same as its Start Date. Given how the Age Cutoff Date is set to function, what it's doing is, it's telling you your participants need to meet the age requirement, by 2018-07-01. You can go ahead and change the Age Cutoff Date to be 2018-07-16 instead, so the system is then going to make sure your participants are 3, by 2018-07-16, when your session is set to begin.

S: I have created a new Example season and entered all programs offered however they are not showing up on my public site.

A: The reason why your programs under your Example season aren't showing is that your Example season has been set to start a month from now. You can edit this by going to your Seasons page, in your admin site, selecting the season you wish to edit and select the pencil edit icon, in order to access the settings of that season.

Q: What do I do if the Calendar is missing Program Events?

A:

If you notice that a program is not displaying all events in the dashboard correctly, it likely means one of two things:

  1. You may have an "Exception Day"/"Holiday" set up for that day in your season. Check the day that the program is appearing if there is an event on that day it may actually be an exception day. Go to Products & Programs > Seasons, select the correct Season, then click the event to confirm.
  2. You may have copied a program with a different class schedule, or edited a program's schedule, but forgot to click the "Automatically Re-Create Class Schedule" box. Your Program events will remain the same UNLESS you check "Automatically Recreate Class Schedule".

To solve these issues, see below:

Caused by Exception Day or Holiday

If you have a season exception day/holiday, the program will automatically not generate an event on that day.

If you would like to add a single event to that day, you could:

  1. Manually copy another event from the program
  2. Set the date for the copied event to the exception day 

Alternatively, if there are multiple events involved, and/or the holiday spans multiple days, you could:

  1. Edit the Season
  2. Delete the holiday/exception day
  3. And then re-create the class schedule (see below).

 

Caused by Not Re-Creating Class Schedule

First, it's important to note there are times you wouldn't want to check off the "Automatically Recreate Class Schedule" box, especially when you are mid-season. Selecting this will delete all previous events and re-create new ones in place with the new schedule. If you have already started a Program and events have elapsed where you have tracked attendance or evaluations, you shouldn't do this. If the program session hasn't begun yet, this shouldn't be an issue.

Also note, if recreating your class schedule changes the number of events in a program, your automatic prorating rates will change based on the number of events you now have within your program. 

If these are not a concern, you can fix the program's schedule on the calendar by:

  1. Navigate to Products & Programs > Programs
  2. Find the program that is not displaying properly
  3. Click the Edit icon () beside the program
  4. Click the checkbox beside "Automatically Recreate Class Schedule"
  5. Click Save

Skate Canada
- Registering participants

Q: I didn't set the Skate Canada fee to Public when I made registration live. How do I fix the registrations that exist now that I've fixed this?

A: The first step you will want to take is to ensure that your Skate Canada fee is set up as noted in our article Skate Canada. Once it is, you can set it to Public status so that, moving forward, all invoices are correct. For those that have already been processed, you will want to add the SC fee to their invoice. This can be done by navigating to Accounting > Invoices and selecting the Edit the invoice in question. Select Add Subscription or Product, then choose to Add the Skate Canada fee to their invoice. This will likely cause an imbalance on the invoice, as they will now owe more money. If the invoice only has pending payments you can simply review the pending payments, adjust where needed, and Post the invoice (see Invoice Actions for more information). If the invoice has paid payments you'll likely want to update the user before processing anything further (on a credit card, for instance).

Q: How does a skater just register for the Skate Canada fee?

A: You will want to enable the Purchase Subscriptions button on your Look And Feel page, by going to Settings > Global Settings. When on your registration page, they will see that button and be able to browse through your Public subscriptions. This is covered in the Global Settings section of our Settings article, found here: https://learn.uplifterinc.com/hc/en-us/articles/202321284-Settings#globalsettings

Q: We would like to begin accepting registrations for the upcoming season now (May). Will uplifter recognize that the program begins after Sept 1 and charge the new Skate Canada fee properly?

A: Correct. The system checks against the dates of the programs themselves, not when the registration is being done. Uplifter will then be able to determine that the skater will need your club’s upcoming season’s Skate Canada fee.

Q: How do you register participants with Skate Canada through Uplifter?



A: To begin, we suggest going over the material covered in the Skate Canada article of our Learning Center, more specifically the section related to your memberships. This section will provide with the necessary information so you can submit your participants properly. Please find the documentation here: https://learn.uplifterinc.com/hc/en-us/articles/115007123807-Skate-Canada#skatecanadamemberships

Q: Will my skaters be submitted to Skate Canada automatically?

A: Almost, but there is still a manual element involved. This is to ensure no submissions take place without your consent. For more information on submitting to Skate Canada please see our article Skate Canada - Skate Canada Memberships.

Q: What happens once I submit skaters to Skate Canada?

A: Skate Canada will process the skaters you have submitted, just like they would if you had done so through Members Only. Once they are finished they will invoice your club as they have in the past.

Q: How does the Skate Canada fee work within Uplifter?

A: Uplifter connects directly to the Skate Canada database. As long as participants offer reasonably accurate data when creating profiles, our system will pair them with their SC profile. Because of this, we can ensure that any Skate Canada fee you create within your system is only applied to the skaters who need it.

For more information on how to correctly set up your Skate Canada fee, please see our article Skate Canada.

Subscriptions
- Display during checkout

Q: Is there any way to make it so that the admin fee and fundraising fee do not apply to parents? Can we exclude a group from subscriptions?

A: There presently isn't a way to exclude a set of members, liked you would exclude Seasons/Categories/CategoryLvls/Programs from a subscription, unfortunately. What you can do, if you know who the group of members is composed of, is to add the subscription to these members while adjusting its cost to be $0. This would be so that the system knows it won't be needing to apply this subscription to these members moving forward.

Q: How do we go about setting up the administrative fee to cover Bombora’s fees?

A: You have a good amount of flexibility when going about this, depending on how you would like this fee to operate. You would want to start by setting it up as a mandatory subscription. You can learn more about Subscriptions here: https://learn.uplifterinc.com/hc/en-us/articles/202359544-Products-Tickets-Subscriptions#subscriptions

Q: Our Subscriptions button isn’t showing up in the shopping cart anymore?



A: Please navigate to your Global Settings > Look And Feel tab and scroll down a little bit to your Products, Subscriptions & Volunteer Sign-up Links section where you will can then enable the links for your users to purchase your Products and your Subscriptions as well.

Uplifter Settings
- Club details change

Q: How do I modify uplifter support contact - main contact and secondary email under Uplifter Plan in our Uplifter Settings?

A: These fields are not modifiable from your end but we can certainly do so on your behalf. Please notify our team at support@uplifterinc.com should your club require these changes.

Q: Does Uplifter have the ability to automatically send a notification to an administrator that an upcoming installment is either due or will be processed to the credit card?

A: Within your Global Settings > Notifications page, you have an Upcoming Payment Installment notification you can include. This notification (and description of the payment that will be due) will be sent to administrators when a payment will be due for payment processing.

Q: We have someone who is a Skate Ontario Official but does not have a Canada address and the system is blocking them from creating an account. How can this be resolved?

A: You can adjust this by including the country your Skate Ontario Official into your Localization Settings by going to Uplifter Settings > Site Options and using the Supported Countries drop-down.

Q: How can I remove the option that allows members to choose an instructor when registering?



A: In order to disable this drop down option please navigate to Settings > Uplifter Settings > [Site Options] tab and locate the Instructors section. Here you can check Disable Instructor Dropdown and select Save All at the bottom of the page, effectively removing the option to select an instructor.

Q: How do we change the phone number at the bottom of each page on our website?



A: Please navigate to Uplifter Settings > Merchant Details. In the “your Billing Address” section, where you will find the details you wish to change. You can learn more about Uplifter Settings here: https://learn.uplifterinc.com/hc/en-us/sections/200509700-SETTINGS

Volunteering
- Credits

Q: When creating volunteer positions do I have to put a value to credits?

A: You will need to enter a value in the credits section when creating volunteering positions or volunteer requirements. What Credits refer to is the value that you have assigned as a volunteer requirement to a season, that a member can't register for without being able to match that value by obtaining that amount of credits per participant or per account. These credits can be distributed via the purchase of a product or through volunteer positions.

Error Messages
- Common error messages you might encounter

S: Why am I obtaining the error "*Duplicate match on payment information" when registering a participant?

A: The "duplicate match" notice you are receiving actually indicates that there is a small error in your Bambora account configuration. To correct this issue, please log into your Bambora account and navigate to Configuration > Payment Profile Configuration. Here, under "Credit Card Settings", deselect (uncheck the box) "Do not allow profile to be created with card data duplicated from an existing profile". Select Update at the bottom of the page to save your changes. If this does not resolve the issue, please don’t hesitate to contact us at support@uplifterinc.com.

S: Why am I obtaining the error "*Participant EXAMPLE is already registered in this program." when registering a participant?

A: The likelihood of this situation was that by the time you attempted to register this participant, via the admin site, the parent's invoice was still containing the registration on the invoice, which was still active, even though you won't see the participant displayed on the list of participants for that program. Invoices expired about 30 minutes of no activity and/or the member can clear the invoice on their end so you can proceed with doing the registration on their behalf.

S: Why am I obtaining the error ”*Please enter a valid EXAMPLEname between 1 and 32 characters.” when creating a season/program/product?

A: This will be due to having left either a French or English field blank during the creation of your season. Your site currently has its site languages to both French and English, this means that you need to provide both versions of your content when creating items that will have details that will be visible to your users, should they choose to view your public site in either language. Should you like to provide your content in only one of the two languages, you can edit this by navigating back to your Settings > Uplifter Settings, under the Site Options tab, you will find the Localization Settings section where you can alter your site's languages.
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