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

# Troubleshooting

> What to do when something is refused, missing or not working, and why it happens.

When ClubDock refuses something, it is usually telling you about your club's set-up rather than a fault. Find what you are seeing below. Each entry says why it happens and what to do.

## Your club

> **Every change is refused, and a banner says a ClubDock bill is overdue**
>
> **Why:** a ClubDock bill has been unpaid for 14 days, so the club is read-only. Your team can still read everything, and registers still work: signing children in and out, marking absences and adding notes. Parents cannot make new bookings, but they can still pay what they owe.
>
> **What to do:** a manager opens **Settings → Billing** and pays the overdue bill. Changes work again as soon as the payment goes through, not the next morning. See [Your ClubDock subscription](https://clubdock.co.uk/docs/settings/subscription.md).

> **A member of staff cannot see Programmes, Children, Parents or Messages**
>
> **Why:** those screens are for managers. Staff see **Today**, **Registers**, **Calendar**, **Bookings**, **Reports** and **Settings**. Opening a manager's settings page from an old link says only managers can see it.
>
> **What to do:** if they need more, a manager changes their role under **Settings → Team**. If the new screens do not appear, ask them to sign out and back in. See [Managers and Staff](https://clubdock.co.uk/docs/getting-started/managers-and-staff.md).

> **Someone does not see the setup steps**
>
> **Why:** the steps are for managers, and only until the club has a programme on sale. Staff never see them, and once you are open they are gone for everyone.
>
> **What to do:** if they should be setting the club up, make them a **Manager** under **Settings → Team**, then ask them to sign out and back in. They will find **Set up your club** at the top of the left-hand menu. Every step is also in **Settings**. See [Set up your club](https://clubdock.co.uk/docs/getting-started/set-up-your-club.md).

> **Importing from Class4Kids is refused**
>
> **Why:** a club can import once, and only its founder can import. The import is also refused if the address does not end in `.classforkids.io`, or if Class4Kids could not be read in full. Nothing is ever half-imported.
>
> **What to do:** check the address and try again. If it has already been imported, add anything missing by hand. See [Moving from another provider](https://clubdock.co.uk/docs/getting-started/moving-from-another-provider.md).

## Signing in

> **The sign-in code has not arrived**
>
> **Why:** codes come from **ClubDock**, never from your club's name, so they are easy to miss in a busy inbox. On the main sign-in page, an email that belongs to no club gets no code, and the page says so straight away.
>
> **What to do:** check the spam folder for an email from ClubDock. Check the address was typed correctly, using **Use a different email** to go back. A code lasts ten minutes, so ask for another if it has expired. See [Signing in](https://clubdock.co.uk/docs/getting-started/signing-in.md).

> **The right code is refused**
>
> **Why:** after five wrong codes in fifteen minutes, sign-in is refused for a while, even for the right code. This is what stops anyone guessing a code.
>
> **What to do:** wait fifteen minutes, then ask for a new code and enter it once.

> **Someone was signed out in the middle of the day**
>
> **Why:** a sign-in lasts eight hours and does not extend itself, so a computer left on in the office overnight is signed out.
>
> **What to do:** sign in again. A passkey makes this one tap on a device that has one.

## Programmes and terms

> **Publish cannot be pressed**
>
> **Why:** a programme needs dates before it can be published, previewed or copied. The publishing panel says when this is the reason.
>
> **What to do:** press **Add dates** and add its sessions. See [Sessions and dates](https://clubdock.co.uk/docs/programmes/sessions-and-dates.md).

> **Publishing is refused because of the dates on sale**
>
> **Why:** the dates you chose to put on sale include none of the programme's sessions. Parents would open a programme with nothing in it.
>
> **What to do:** widen the dates on sale, or leave them empty to sell every date. See [Preview and publish](https://clubdock.co.uk/docs/programmes/preview-and-publish.md).

> **A new programme cannot be created**
>
> **Why:** every programme must name a cancellation rule, and the club has none yet.
>
> **What to do:** a manager adds one under **Settings → Cancellation**. See [Cancellation policies](https://clubdock.co.uk/docs/programmes/cancellation-policies.md).

> **A programme cannot be deleted**
>
> **Why:** it has had bookings, even if they were all cancelled. It is kept as the record of those families' bookings.
>
> **What to do:** unpublish it to take it off sale.

> **Terms and conditions will not publish**
>
> **Why:** there is nothing to publish. The editor is empty, or the text is the same as the published version. Publishing identical terms would ask every family to accept them again for no change.
>
> **What to do:** write your terms, or press **Generate a starting point**, which writes a draft from your club's settings. Read it, edit it and publish. See [Terms and conditions](https://clubdock.co.uk/docs/website/terms-and-conditions.md).

> **A registration question will not save**
>
> **Why:** a question has no text, a multiple-choice question has no choices, or emergency contacts are set to zero. A club must always have someone to ring when a child is hurt.
>
> **What to do:** the row with the problem is marked. Finish it, or remove it. See [Registration questions](https://clubdock.co.uk/docs/families/registration-questions.md).

## Parents and booking

> **A parent says they cannot book**
>
> Open the child's record and check, in this order:
>
> 1. **Is the club read-only?** Parents see "This club is not currently taking bookings". A manager pays the overdue bill under **Settings → Billing**.
> 2. **Is the child waiting for approval, or declined?** It shows at the top of the child's record and on **Today**. A manager approves or declines. See [Rules, warnings and approvals](https://clubdock.co.uk/docs/families/rules-warnings-and-approvals.md).
> 3. **Are the child's details incomplete, or the terms not accepted?** The parent is taken to finish them when they sign in. If you added a required question, every family must answer it before booking again.
> 4. **Are bookings paused for an overdue balance?** The parent sees "Bookings are paused" with the amount. Paying it lifts the pause at once. A manager can set a family to **Never pause** on the parent's record.
> 5. **Is the child the wrong age, or at the wrong school, for the programme?** Their days cannot be tapped.
> 6. **Is the date full, past its booking cut-off, or already started?** A full date offers a waiting list. A started session cannot be booked.
>
> If none of these apply, you can book for them. See [Booking for a family](https://clubdock.co.uk/docs/bookings/booking-for-a-family.md).

> **A parent cannot cancel a place**
>
> **Why:** the club's cancellation rule has passed, the rule is "never", or the session has started. The parent is told the time cancelling closed.
>
> **What to do:** staff can still cancel the place, inside or outside the rule. A session that has started cannot be cancelled by anyone. See [Cancelling and changing a booking](https://clubdock.co.uk/docs/bookings/cancelling-and-changing.md).

> **A parent on the waiting list missed the place**
>
> **Why:** a waiting list is an alert, not a queue. When a place comes up, everyone waiting is emailed once, and whoever books first gets it. Nobody is held a place.
>
> **What to do:** if the date matters, raise the session's limit. That emails the list again. See [Waiting lists](https://clubdock.co.uk/docs/bookings/waiting-lists.md).

## Payments

> **Card payments are not offered at checkout**
>
> **Why:** card is offered only once Stripe has finished checking your club. Until then, the **Card** switch in **Settings → Payment methods** cannot be turned on. Stripe may also pause card later if it needs something more, such as a document. Managers are emailed when that happens.
>
> **What to do:** open **Settings → ClubDock Pay**. A Stripe banner at the top says what is needed. Once Stripe is satisfied, card is offered again on its own. See [Card payments with ClubDock Pay](https://clubdock.co.uk/docs/money/clubdock-pay.md).

> **Parents are not offered Pay from Tax-Free Childcare**
>
> **Why:** one of these:
>
> * Your Ofsted registration number and postcode are not entered under **Settings → ClubDock Pay**.
> * Tax-Free Childcare is switched off in **Settings → Payment methods**.
> * HMRC did not recognise your details. Managers are emailed when it happens, and payments from a childcare account stop at once.
> * The childcare account would not cover the whole booking. In that case the parent pays by card, or from their childcare account afterwards.
>
> **What to do:** enter or correct your details exactly as your regulator holds them. Correcting them turns it back on at once. See [Tax-Free Childcare](https://clubdock.co.uk/docs/money/tax-free-childcare.md).

> **A payment method will not switch on**
>
> **Why:** a parent would be left with a bill and no way to pay it. Bank transfer needs your account details. Tax-Free Childcare needs instructions for parents. Childcare vouchers need a scheme, an account reference or instructions.
>
> **What to do:** fill in the field the message names. See [Payment methods](https://clubdock.co.uk/docs/money/payment-methods.md).

> **Recording a payment is refused**
>
> **Why:** your club is linked to Xero or QuickBooks, so payments are recorded there and come back to ClubDock. Recording it in both would count it twice.
>
> **What to do:** record the payment in your accounting software. It appears on the booking shortly afterwards. See [What reaches your accounts](https://clubdock.co.uk/docs/accounting/what-reaches-your-accounts.md).

> **A refund is refused**
>
> **Why:** the amount is more than the credit left, or more than was paid by card. A closed club cannot refund at all.
>
> **What to do:** check the figures the message names. Money paid from a childcare account goes back to that account, not to a card. See [Credit and refunds](https://clubdock.co.uk/docs/money/credit-and-refunds.md).

## Accounting

> **A booking shows Sync problem**
>
> **Why:** something on it, such as the invoice, a card or Tax-Free Childcare payment, or a credit note, has not reached Xero or QuickBooks. The booking itself is fine, and parents are not affected. Common causes:
>
> * You have not chosen where card money, Tax-Free Childcare money and Stripe's fees go.
> * In QuickBooks, the **ClubDock bookings** product is inactive or has no income account.
> * Your connection to Xero or QuickBooks has expired.
>
> **What to do:** the booking says what went wrong. Fix the cause, then open the booking's menu and press **Refresh from accounts**. Bookings are refreshed one at a time. See [When something does not sync](https://clubdock.co.uk/docs/accounting/when-something-does-not-sync.md).

> **Managers get an email every morning about the accounts**
>
> **Why:** something has not reached your accounting software. The email repeats each morning until it has.
>
> **What to do:** follow the email to the **Sync problem** filter on **Bookings**. If the email asks you to reconnect, reconnect under **Settings → Accounting**.

## Things ClubDock does not do yet

Some questions have no answer in ClubDock today. Knowing them saves looking.

* **Seeing who changed what.** ClubDock records it, but no screen shows it yet.
* **A limit for an extra.** Extras share their session's places.
* **Different rules at different venues of one programme.** Different schools, ages or booking windows need two programmes.
* **Approving a child for one programme only.** Approval covers the whole club.
* **Reminders about approvals.** The count on **Today** is the only reminder, so check it while a manager is away.
* **A payment history for parents.** Parents see what they owe and their credit, but not a list of past payments.
* **Text messages, offline registers and late-collection charges added automatically.** None of these exist.


## Related topics

- [FAQs](https://clubdock.co.uk/docs/help/faqs.md)


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