Master Troubleshooting Guide — GoClubPro
Training Module 26 | Area: Cross-Module Troubleshooting Reference
About This Guide
This guide aggregates the most common issues across all GoClubPro modules into a single searchable reference. Organised by symptom category for fast lookup.
Category 1: Account & Login Problems
| Symptom | Most Likely Cause | Resolution |
|---|
| Can't log in — password not accepted | Wrong password or caps lock | Use Forgot Password to reset |
| Can't log in — "email not verified" | Verification email not clicked | Check inbox + spam; click the link; or resend from login page |
| Can't log in — MFA code rejected | Phone clock out of sync | Enable automatic time sync on device; try next 30-second code |
| Locked out — no MFA app, no backup codes | Lost device | Contact Club Admin → they request support MFA reset; identity verification required |
| "Invite link expired" | Link is single-use or >24 hours old | Ask admin to resend invite |
| "Email already in use" at signup | Account already exists | Use Login + Forgot Password instead |
| Logged out unexpectedly | Session expired (JWT timeout) | Log back in; this is normal after extended inactivity |
| App shows data for wrong club | Previous club context still active | Click club chip → select correct club |
| Account suspended | Admin or platform action | Contact Club Admin or support |
Category 2: Dashboard & Navigation
| Symptom | Most Likely Cause | Resolution |
|---|
| Dashboard shows empty "This Week" | No upcoming fixtures, not assigned to a team | Admin checks team assignment |
| Missing navigation sections (e.g., no Admin Panel) | Role doesn't have access | Contact Club Admin to verify role |
| Fines/Claims/Fantasy not in navigation | Module disabled by admin | Admin enables in Settings → Features |
| Red badge count not clearing | Unread alerts not acknowledged | Click through Alerts tab items to acknowledge |
| Dashboard data looks stale | Cached data | Pull-to-refresh on dashboard or hard refresh (Ctrl+Shift+R) |
| Context switcher shows clubs I've left | Cached membership list | Log out and log back in to refresh |
Category 3: Schedule & Fixtures
| Symptom | Most Likely Cause | Resolution |
|---|
| No fixtures showing | Not in a team, or no fixtures imported | Admin adds to team; imports fixtures via your league platform or CSV |
| Fixture time/location is wrong | your league platform not synced after update | Admin runs schedule sync; or manually edits fixture in Admin Panel |
| RSVP button not showing | Not on that team's roster | Admin adds you to the team |
| schedule sync imports 0 fixtures | Wrong Competition ID, or draw not published | Re-check Competition ID; verify your league platform draw is published |
| CSV import fails | Wrong format or date structure | Use the template; check all required columns |
| Duplicate fixtures after sync | Two sources for same competition | Remove duplicate your league platform source |
| Fixture cost shows blank | Match fee not configured | Admin sets match fee in Settings → Fee Configuration |
| Parent can't see child's schedule | Child not on a team | Admin adds child's account to relevant team |
Category 4: Payments
| Symptom | Most Likely Cause | Resolution |
|---|
| Fees showing $0 when they should have a cost | Fee configured AFTER fixtures were imported | Admin reconfigures fee, deletes and reimports fixtures |
| Fee shows blank ("TBD") | Fee not configured (blank ≠ $0) | Admin sets explicit dollar amount in Settings → Fee Config |
| Bank Transfer declaration pending >48 hours | Treasurer hasn't reviewed it yet | Contact Treasurer directly, referencing the declaration date and amount |
| Bank transfer not reconciled | Treasurer hasn't matched it | Treasurer reconciles in Treasurer → Reconciliation tab |
| Season Plan not visible to player | Not configured, or season not active | Admin enables Season Plan in Settings → Fee Config |
| Match fee charged despite being on Season Plan | Registration not confirmed for correct grade | Admin checks player's registration status and grade |
| Refund not received | Not yet processed by Treasurer | Contact Treasurer directly — refunds are a manual bank transfer back from the club |
| Payment history empty | No payments made, or wrong date filter | Expected for new users; check date filter on History tab |
Category 5: Selection Board & Squad Builder
| Symptom | Most Likely Cause | Resolution |
|---|
| Fixture not showing on Selection Board | Squad already confirmed, or wrong team/role | Check confirmed fixtures via Admin Panel; verify Coach role |
| Player missing from squad pool | Not assigned to team | Admin Panel → Teams → add player to team |
| All players show "Unavailable" | Blockout dates covering fixture date | Review players' blockout dates; remove if incorrect |
| Confirm Squad button greyed out | Below minimum player count | Add more players to reach minimum |
| Selected players not getting notifications | Notifications disabled on their device | Ask players to enable notifications; in-app Alerts always work |
| Squad changes not saving | Session timeout | Re-login and redo changes |
| Two coaches editing same squad simultaneously | No locking mechanism | Coordinate verbally before editing |
Category 6: Admin Panel
| Symptom | Most Likely Cause | Resolution |
|---|
| "No teams found" when assigning member | Teams not yet created | Create Season → Competition → Team first |
| Join request not visible | Admin panel not checked, or old request expired | Check Admin Panel → Members → Pending Requests |
| schedule sync shows 0 fixtures | Wrong season or Club ID | Update Competition ID in Integrations |
| Broadcast not received by members | Module disabled, or notification settings | Check Feed module enabled; remind members to check Alerts tab |
| Can't activate new season | Another season still active, or missing required fields | Archive previous season; complete all required season fields |
| Member removed but still in squad builder | Cached state | Refresh the page |
| Reported content queue missing | Role issue | Confirm Club Admin role; contact support |
Category 7: Treasurer & Accounting
| Symptom | Most Likely Cause | Resolution |
|---|
| Wallet-covered fee not confirming automatically | Wallet balance insufficient to fully cover the fee | Check the member's wallet balance in Accounting; remainder is declared as a pending Bank Transfer |
| Aging shows paid accounts as overdue | Bank transfer not reconciled | Reconciliation tab → match bank transfers |
| Ledger export is empty | Wrong date range | Set date range to full season dates |
| Expense claim won't approve | Missing required fields or receipt | Ask member to resubmit with complete information |
| Declared bank transfer not showing in club's account | Member sent to wrong account, or transfer still processing | Confirm bank details with member; check bank statement again in 1–2 business days |
| Association bill is incorrect | Association billing error | Contact Association Admin; add note to bill |
| Can't access Treasurer section | Role not assigned | Club Admin assigns Treasurer role |
Category 8: Player Profile
| Symptom | Most Likely Cause | Resolution |
|---|
| Photo won't upload | File too large (>5MB) or wrong format | Compress image or convert to JPG/PNG |
| Stats not updating after match | Admin hasn't marked post-match attendance | Admin marks attendance in Admin Panel → Schedule |
| Injury badge still showing after recovery | Not manually cleared | Profile → Health & Injury → Mark as Recovered |
| Blockout not showing in Squad Builder | Date range doesn't overlap fixture | Check blockout dates include the fixture date |
| schedule import fails | Wrong participant ID or API issue | Double-check participant ID; retry later |
| Download My Data email not received | Processing delay | Allow up to 24 hours; check spam |
| Registration fields missing | Club hasn't configured custom fields | Contact Club Admin |
Category 9: Noticeboard & Notifications
| Symptom | Most Likely Cause | Resolution |
|---|
| Noticeboard not in navigation | Feed module disabled | Admin enables in Settings → Features |
| No push notifications | PWA not installed, or permission denied | Install PWA; check device Settings → Notifications |
| Push notifications duplicated | Using both browser and PWA simultaneously | Use only the installed PWA |
| Email notifications going to spam | Email domain filtering | Mark sender as safe; add to contacts |
| Alerts badge not clearing | Alerts not clicked/acknowledged | Click through each alert in the Alerts tab |
| Comment not loading | Slow connection or large thread | Refresh the page |
| Can't report a post | Not logged in, or session expired | Re-login and try again |
Category 10: Fines, Claims & Fantasy
| Symptom | Most Likely Cause | Resolution |
|---|
| Fines not visible | Module disabled | Admin enables in Settings → Features → Fines |
| Fine vote not counted | Voted after deadline | Vote within the voting window next time |
| Approved fine not in Payments | Short delay | Refresh Payments page after 2–3 minutes |
| Claim rejected immediately | Missing receipt or policy violation | Read rejection reason; attach receipt and resubmit |
| Claim reimbursement not received | Treasurer hasn't processed bank transfer | Allow 7 business days; contact Treasurer directly |
| Fantasy League not showing | Module disabled or no gameweeks created | Admin enables Fantasy in Settings; creates first gameweek |
| Can't make Fantasy picks | Outside pick window (before open or after deadline) | Check gameweek dates; picks only during open window |
| Fantasy points not updating | Gameweek not finalised by admin | Fantasy Admin finalises gameweek |
Category 11: PWA, Offline & Installation
| Symptom | Most Likely Cause | Resolution |
|---|
| "Add to Home Screen" not showing on iPhone | Using Chrome instead of Safari | Use Safari on iPhone |
| Offline page showing despite internet | Stale service worker cache | Clear app cache in device Settings |
| App not updating | Service worker waiting for all tabs | Close all GoClubPro tabs; reopen |
| Push notifications stopped after phone update | Permission reset | Re-enable in device Settings → Apps |
| App icon disappeared from home screen | Accidentally removed | Re-install from browser |
Category 12: Multi-Club & Roles
| Symptom | Most Likely Cause | Resolution |
|---|
| New club not in context switcher | Invite not yet accepted | Accept the invite email; reopen switcher |
| Paid wrong club's fee | In wrong context | Contact both clubs' Treasurers to reallocate |
| Selection Board missing in a club | Role is Player, not Coach | Contact that club's Admin to update role |
| Can't find second club's schedule | Still in first club's context | Switch context via club chip |
Category 13: Association Admin & Central Command
| Symptom | Most Likely Cause | Resolution |
|---|
| Clubs can't join association's season | Season not published/active | Admin Panel → Season → Set as Active |
| Bill not appearing in club's Treasurer view | Wrong club selected when issuing | Re-issue to correct club; cancel incorrect one |
| Diagnostics shows DB connections at 95% | Traffic spike or slow queries | Monitor; contact platform ops if sustained |
| Payment declarations delayed in appearing | Job queue backup | Restart job processor if queue is stalled |
| Can't find user in Central Command | Typo in search or account deleted | Try partial email search |
Escalation Path
If the above doesn't resolve your issue:
Level 1: Self-help
→ Search this training library
→ Try the troubleshooting table in the relevant module
→ Clear browser cache; log out and back in
Level 2: Club Admin
→ Role/access issues
→ Fee configuration questions
→ Team assignment problems
→ Member management
Level 3: Platform Support
→ Platform-wide issues (Diagnostics)
→ Account merges / deletion
→ Reconciliation/ledger data integrity issues
→ MFA resets when all backup codes are lost
→ Data integrity questions
→ Feature not working as documented
Submit support requests via: Suggest Features → Other (or your association's support channel)
Quick Diagnostic Questions
Before escalating any issue, gather this information:
- What exactly is the symptom? (Error message verbatim, what's missing, what's wrong)
- Which role are you logged in as? (Player, Coach, Treasurer, Admin...)
- Which club context are you in?
- What device and browser? (iPhone/Chrome/Safari, Android, Windows/Edge...)
- Is the PWA installed or browser?
- When did this start? (Always? After a specific action? Since an update?)
- Does it happen for other users too, or just you?
Answering these before reaching out saves significant back-and-forth time.
Master Troubleshooting Guide complete — Module 26 of 26
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