In order for a user to receive full access to your venue's site and receive the full benefits of holding a membership, they need to ensure that they are correctly logging into their account. A common issue we encounter is that the user is using the wrong login details.
If a user registers twice in error without realising and they log into their account which does not hold their latest account status (active membership, roles, parent-child relationship) this could cause various issues and confusion. You may come across the following examples:
- The user receiving 'Access Denied' message when selecting court booking on your site;
- The user being incorrectly charged for booking a court;
- The user seeing padlocks against courts when trying to make a reservation.
Please be aware that a user can log into ClubSpark and your venue in multiple ways. When a user registers with your venue, they can register directly with ClubSpark or they can sign up using one of the following - Facebook, LTA, Google or Microsoft. What a user must remember, once they have registered using one of these methods they must log in using the same method every-time.
Below is an example of a user that has registered twice with a venue using a different method. Below we also explain what impact this has on their account and how you, as the club administrator, can identify and correct the problem.
The contact above has a registered account with Facebook and ClubSpark. The symbols to the right of the contact record will indicate the method they used to register with. You can search this in the Contacts Module and let the user know.
If the user logs in via ClubSpark and tries to book a court and your venue has created booking rules that differ for member and non-member, then this user will not receive the full benefits of their membership when logging in via ClubSpark. You can see this in the screenshot above, as the contact record with the ClubSpark symbol, shows the membership status is showing as 'Lapsed'.
Their active membership is held against their Facebook account, so they will need to log in via Facebook every time for the platform to recognise them as a member.
Should you receive any queries from individuals that cannot book courts, then the first step is to check with them how they are logging in and also check in the Contacts Module the method they used to create their account.
If you have duplicated contacts similar to the example above then check with the user what method they would prefer to access their account with. You can then go ahead and merge the contact records, ensuring you keep the correct account.