When someone can't finish registering, ask what they see, then check eligibility, capacity, accepted memberships, the account they signed in with, the passphrase and the registration dates.
- Most stuck registrations aren’t system errors. They come from a setting or from the account the person signed in with. Check the list below before you contact Uplifter Support.
- Start by asking what they see: a message about age, gender or category restrictions, a prompt to buy a membership, a passphrase window, or “Registration Closed”.
- Pending Requirements and Processing memberships count as valid for a registration that requires a membership. A member whose membership is in either status can register.
- Registrants should contact you, the organizer, first. If you can’t solve it, the next stop is their association. Uplifter Support is reached through the association, for example for advanced merges.
When someone says they can’t finish registering for your event or club, ask what they see on screen, then work through these checks in order.
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No category to choose
The profile they’re registering doesn’t meet the category restrictions: age (from the profile’s date of birth), gender, or the category’s own open and close dates, which can differ from the event’s. Check the restrictions under Configuration → Registration Categories, and check the date of birth on the profile they chose.
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Category or event full
Compare each category’s capacity, and the event’s overall capacity, with the registrations you already have. A category can’t take more people than the event. To keep a list of people waiting for a place, see Set up and manage a waitlist.
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Asked to buy a membership
Check the memberships you accept under Configuration → Registration Rules. There’s no hierarchy between membership types, so list every type you accept. If they already hold an accepted membership, they’re probably signed in to another account or registering a duplicate profile: ask them to sign in to the account that holds their membership. Their association can merge duplicates.
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Passphrase window
A passphrase opens at the start of registration when you’ve turned one on, for example while registration is being built or is open by invitation only. Give them the passphrase, or turn it off under Configuration → Configuration Overview → Passphrase. See Add a passphrase to restrict registration access.
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Registration Closed
The landing page shows Registration Closed outside your registration dates. Check the event’s dates, and the dates on the category they want.
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Can’t find the event
Turning off Listing Visible, or the listing’s Valid From and Valid To dates, only affect the directory. Send them the direct link to your registration page, which still works.
On a registration that requires a membership, explain it on your registration page: which memberships you accept and where to buy one. Clear text there prevents most of these calls.
If none of these explain it, submit a request to Uplifter Support with the registrant’s name and email, the event or club, and a screenshot of what they see.