> For the complete documentation index, see [llms.txt](https://docs.podplay.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podplay.app/support-and-troubleshooting/dashboard-support/common-issues-and-fixes.md).
# Common Issues & Fixes
### Overview
Most Customer questions at the front desk come from a few everyday situations: an email that landed in spam, a code entered out of order, a card the bank declined, a pending hold on a statement, or a second Profile the Customer forgot about. Staff can resolve most of them from the Dashboard in a few minutes. For the rest, PodPlay support can help, and sending the right details up front gets the Customer an answer faster.
Keep this page open or printed at the desk. Each entry lists what the Customer sees, what is going on, and how to resolve it.
{% hint style="info" %}
**Start with an App update.** A Customer on an older version may see screens and options that differ from what staff see. Ask the Customer to update the App before trying anything else.
{% endhint %}
### Quick reference
| Customer question | What is usually going on | First step at the desk |
| ---------------------------------------- | ------------------------------------------------ | -------------------------------------------------------------------- |
| "Where is my login code?" | The email went to spam or Promotions | Check spam, Promotions, and filters; request one new code |
| "Which code do I enter?" | A newer code replaces the one before it | Request one code, wait, enter only the newest |
| "Why are there two amounts on my card?" | A pending hold plus the final charge | Check the Purchases tab; explain holds drop off in 3–5 business days |
| "Where is my refund?" | The refund was issued as a reversal | Explain the original charge disappears instead of a credit line |
| "Why didn't my card go through?" | The card issuer declined the charge | Check the Purchases tab reason; try another card or call the bank |
| "How else can I add my card?" | The Customer prefers another way to pay | Send a payment link or use Tap and Store at the desk |
| "How do I use my Play Pass?" | The pass applies at checkout | Confirm the total shows `$0`, or tap `Apply Play Pass` |
| "Why is my phone number already in use?" | The Customer has a second Profile | Search by full email, then contact PodPlay support |
| "How do I cancel my Reservation?" | — | My Bookings > `Cancel reservation` |
| "When does booking open?" | The Booking Horizon opens at midnight | Have the Customer book after 12:00 AM Club local time |
| "How do I get in with Unlock Door?" | — | Update the App, try again, then contact PodPlay support |
| "Where is my QR Code?" | The Club uses Unlock Door or the Check-in Button | Use the Check-in Button or Unlock Door |
| "Where is my Replay?" | Replays are in History and email | Send the direct link from the Reservation's Replays tab |
### Login and sign-up
#### The login code or login link never arrives
The email almost always lands in spam, junk, or the Promotions tab, or a mailbox filter moves it. Some Clubs use a login link instead of a 6-digit code, so the Customer may be looking for the wrong thing.
1. Ask the Customer to check spam, junk, and Promotions
2. Ask the Customer to check for mailbox rules that move or delete mail, and confirm the mailbox is not full
3. Tell the Customer to look for either a 6-digit code or a login link, depending on how the Club is set up
4. Have the Customer request one new code
If nothing arrives after these steps, contact PodPlay support. PodPlay can confirm where the email went.
#### The code is rejected
Each new code replaces the one before it. A Customer who taps resend several times and then types an earlier code gets an error.
1. Ask the Customer to request one code and wait for it
2. Have the Customer enter only the newest code. Do not press resend while waiting
3. If it still fails, have the Customer clear the App cache and update the App
4. Try the Web App in a browser
If this happens to more than one Customer, contact PodPlay support.
#### Walk-in Customers without a phone
Use the Sign Up Kiosk. The Customer fills in the sign-up form and signs the Liability Waiver on the kiosk without a code. The Customer gets a code the first time they log in to the App.
For other walk-ins, use the Club's location QR Code sign-up flow so they sign the correct location's Liability Waiver.
### Second Profiles and phone numbers
#### "This phone number is already in use" or staff cannot find the Customer
The Customer already has a Profile. It may belong to another location, or the Customer signed up once with Social Login through Apple and once with a real email. When a Customer hides their email at Apple sign-in, Apple creates a Private Relay Address (for example `xyz@privaterelay.appleid.com`), and that Profile looks like a different person.
1. Search the Dashboard by the Customer's full email address
2. Ask the Customer whether they ever signed in with Apple or Google
3. If you find the existing Profile, contact PodPlay support to add your location to it or to move the phone number to the Profile the Customer wants to keep
4. After PodPlay adds the location, have the Customer log in with that email and accept the Club's Liability Waiver
{% hint style="info" %}
**Purchases stay with the Profile that made them.** If a Customer bought a Play Pass on one Profile and booked on the other, the pass shows on the first Profile only. Ask the Customer to use one Profile going forward, and send PodPlay support both email addresses.
{% endhint %}
### Payments and cards
#### The card is declined
Most declines come from the card issuer.
1. Open the Customer's Purchases tab in the Dashboard and look for the `Payment Failed` flag and its reason
2. If the reason is a CVC error, have the Customer re-enter the card details
3. For a generic or unknown decline, have the Customer retry once
4. If it fails again, have the Customer call their bank or use a different card
5. Try the Web App in a browser
If a second card also fails, contact PodPlay support with a screenshot and the time of the attempt.
#### The Customer wants to add a card another way
There are three ways to get a card on file.
1. In the App: More tab > Account > Payment Methods
2. Send a payment link from the Dashboard: open the Purchase tab, click `+ Charge`, set the type to `Card Terminal`, then click `Create Charge`
3. At the desk, use Terminal `Tap and Store`
To remove a card, the Customer goes to Account info > Payment Methods and taps the trash icon.
### Charges and refunds
#### Two amounts on the Customer's card
Check the Purchases tab before you refund. Most of these are a pending hold plus the final charge.
For some Reservations and Events, a hold is placed on the card before the booking and the charge is captured afterward. Team sign-ups can also hold the team leader's card for a partner's spot.
1. Open the Customer's Purchases tab and count the charges
2. If there is one charge, explain that the other amount is a released hold. It drops off the statement, usually within 3–5 business days. The Customer's bank controls this timing
3. If there are two completed charges, check whether the Customer booked twice or whether staff settled the charge by hand, then refund the extra charge
#### "I don't see my refund on my statement"
A refund issued soon after the charge often shows as a reversal. The original charge disappears from the statement and no separate refund line appears, so the Customer may think nothing happened.
1. Confirm the refund in the Purchases tab
2. Explain that the original charge was removed rather than credited back
3. If the Customer wants proof, contact PodPlay support for the payment receipt
Refunds to a card take a few business days to arrive.
#### The Customer can't find their Credits
Check the Customer's purchase history. Credits are often spent on a Reservation that staff booked for the Customer.
If the Club issued Credits and the Customer prefers a card refund, contact PodPlay support to convert the Credits to a card refund.
#### Cancelling an Event
1. Refund the Customers signed up for the Event
2. Cancel the Event
Guests on a Reservation are refunded automatically when the Reservation Holder cancels the whole Reservation. If a guest drops off on their own, refund the guest's Day Pass Fee from the Dashboard if the Club's policy allows.
### Play Passes, Credits, and member pricing
#### A member was charged full price
Play Passes apply at checkout. The total should show `$0` when a pass covers the booking.
1. Before confirming, have the Customer check that the total shows `$0`
2. If it does not, have the Customer tap `Apply Play Pass`
3. For a booking already charged, refund the charge or add Credits to the Customer's Profile
4. Staff can also book the Reservation for the Customer from the Dashboard, where the pass applies at checkout
If the member price is already `$0`, there is nothing for a Play Pass to cover, so no pass is used.
#### The member has no Play Passes
Play Passes are granted on the Next Grant Date. Confirm the Next Grant Date is set.
1. Open the Customer's Profile
2. Go to Membership Flag > Settings > Membership Billing Cycle
3. Check the Next Grant Date and set it if it is empty
If this happens to more than one Customer, contact PodPlay support.
### Memberships
#### Cancelling a Membership
A Customer who cancels in the App sees the Membership as pending cancellation until it ends.
#### Moving a Customer onto a Group Membership
1. Open the Customer's current Membership and click the pencil icon
2. Click `Cancel Membership` and choose `Immediate`
3. On the Group Membership's Membership Flag, click `Add Group Member`
4. Select the Customer
### Reservations and Events
#### Cancelling a Reservation
1. In the App, open the My Bookings tab
2. Select the Reservation
3. Tap `Cancel reservation` and confirm
If a Play Pass paid for the Reservation and the Customer cancels within the cancellation window, the pass returns automatically.
#### "Booking isn't open yet"
The Booking Horizon opens at 12:00 AM Club local time, and the whole day opens at once. A Customer who tries before midnight sees no slots.
Signup openings for Events are set per Event. If Customers say only some members can book an Event early, check that Event's signup opening settings.
### Check-in and door access
#### Unlock Door does not respond
1. Have the Customer update the App and try again
2. Note the time and the Customer's name
3. Contact PodPlay support with those details
#### The Customer sees no QR Code
When Unlock Door is on, the App shows the Unlock Door or Check-in Button instead of the QR Code. This is expected.
If the Club prefers QR Code Check-in, PodPlay support can turn on automatic Check-in when the Customer unlocks the door, switch the Club to the Check-in Button, or schedule Unlock Door for unstaffed hours and the Check-in Button for staffed hours.
#### Setting up a QR scanner
Any USB QR Code scanner works with the front desk computer, with a USB-C adaptor if the computer needs one. For help with scanner setup, contact PodPlay support.
### Replays
#### The Customer cannot find a Replay
Participants get Replays by email and in the History tab of the App. A Replay ordered by one player goes to the Reservation Holder.
1. In the Dashboard, open the Reservation
2. Go to the Replays tab
3. Copy the direct link and send it to the Customer
Custom Replays and Enhanced Replays can be generated from the Dashboard and assigned to a Customer. Each court and timeframe can be ordered once per Customer.
For editing, suggest the Customer use a laptop or desktop, which handles full-length video files best.
If the Replay is not in the Replays tab, contact PodPlay support the same day.
### Waivers
#### The Customer cannot sign the Liability Waiver
Have the Customer refresh the page or try a different browser. Cached browser data causes most of these. If the Customer still cannot sign, contact PodPlay support.
Before adding a new location waiver, contact PodPlay support so existing Customers keep their signed status.
### Notifications
#### The Customer gets no push notifications
1. Have the Customer turn on notifications for the App in the phone's settings
2. Have the Customer update the App
3. Remind the Customer that confirmations and receipts arrive by email, so check spam and Promotions too
### App troubleshooting
1. Have the Customer update the App
2. If the issue continues, delete and reinstall the App
3. Use the Web App in a browser to keep the Customer moving
If the issue continues, contact PodPlay support with the device type and App version.
### What to send PodPlay support
Send everything in one message so support can act on it right away.
* The Customer's full name, email, and phone number.
* The Club location.
* What the Customer was doing, and the date and time.
* A screenshot of what the Customer sees.
* The device type (iPhone or Android) and App version, or the browser if they used the Web App.
* For payment questions: the amount, and the last four digits of the card.
When should I contact PodPlay support?
Contact PodPlay support to add a location to an existing Profile, move a phone number between Profiles, change Check-in or door settings, regenerate a Replay, change a waiver type, convert Credits to a card refund, or confirm where a login email went.
Should the Customer update the App even if it seems fine?
Yes. The latest version has the newest features and improvements. Updating is the first step for any App question.
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.
Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:
```
GET https://docs.podplay.app/support-and-troubleshooting/dashboard-support/common-issues-and-fixes.md?ask=&goal=
```
`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.