Troubleshooting

Symptoms in the words you'd use to describe them, grouped by where you're standing when you hit one. Every feature page carries its own longer Troubleshooting section — each entry below is the short version, with a link straight to it.

If RunClub HQ itself is behaving in a way you can't explain, that's ours to fix — raise it with Contact RunClub HQ in your admin panel (see Getting help). If a member is stuck, that's your club's own queue — point them at Help & support in the member app.

Signing in

A member says they never got their sign-in link or code

See Members and households → A member says they can't sign in — most often a bounced address, or a household member with no sign-in of their own yet.

An admin you invited can't sign in

See Add a new admin user → The person I invited can't sign in. An admin sign-in is separate from a member one, even for someone who holds both.

There's no Volunteer switch to get into the console

1. Sign in the normal way, as a member — the switch only appears once you hold a console role.
2. If it's still missing, ask your Club Admin to check what you're assigned, or add a role, from Settings → Admin Users.
3. Not sure what a role opens? See Roles.

More on how sign-in and the switch work: The volunteer console → Getting in.

Sign-in on the mobile app loops back to the browser

See The mobile app → Sign-in loops back to the browser — normal the first time; it comes back on its own once the link or code is used.

A member keeps landing back on the agreements step

See Consents → A member keeps landing back on the agreements step — they haven't actually finished it, not a fault.

The member app

A member can't find their inbox

See The member app → A member says they can't find their inbox — it's behind the bell, not a tab.

A member is looking for club records

See The member app → A member is looking for club records — they're under Results.

A member wants something on Profile corrected that they can't edit

See The member app → A member wants something corrected that Profile won't let them edit — date of birth and gender go through you.

A member can't find the help screen

See The help library → A member can't find the help screen.

The mobile app won't find your club, seems out of date, or the camera won't work

See The mobile app → Troubleshooting for the committee.

The console

A tab a volunteer expects isn't there

See The volunteer console → If a tab you expected isn't there — it comes down to their role.

A Check-in Manager can't find the event, or a barcode won't scan

See Check-in playbook → If something goes wrong.

A Welfare Officer can't see Emergency Information

See Welfare officer playbook → If something goes wrong.

A result or record claim is matched to the wrong person

See Results and records reviewer playbook → If something goes wrong.

An expense claim has no receipt, or is filed under the wrong category

See Expense claims playbook → If something goes wrong.

A member's reply isn't showing in the support inbox

See Support inbox playbook → If something goes wrong.

The admin panel

A dashboard widget isn't showing, or the launch checklist won't reach 12 of 12

See Your admin dashboard → Troubleshooting.

Rows are missing from the activity log

See Activity log and platform usage → Troubleshooting.

You can't add capacity or payment to an event, or a field has disappeared

See Events → Troubleshooting.

Two records exist for one person, or a junior turned 18

See Members and households → Troubleshooting.

A member can't see the membership type they want

See Subscriptions and seasons → A member can't see the type they want.

A household didn't get its renewal reminder, or the fee looks like last year's

See Renewals → Troubleshooting.

A member's category or a record looks wrong on the board

See Results and club records → Troubleshooting.

Consents keep re-asking, or a member can't withdraw a required one

See Consents → Troubleshooting.

Someone seems to have joined twice, or a prospect can't check in

See Prospects and joining → Troubleshooting.

You can't find a role to give someone, or a new admin's panel looks empty

See Add a new admin user → If it does not work.

Money

A refund failed at the provider

See Payments and invoices → The refund failed.

A member paid by bank transfer and still shows unpaid

See Payments and invoices → A member paid by bank transfer and still shows unpaid.

GoCardless says the mandate is cancelled

See Payments and invoices → GoCardless says the mandate is cancelled.

A household still shows Payment Failed after a renewal

See Resolve a failed renewal payment → If it does not work.

You need to refund more than a payment is worth, or GoCardless won't take another

See Issue a partial refund → If it does not work.

Verification with GoCardless is stuck, or asking for more

See Connect GoCardless → If it does not work.

Email

A member says they get nothing from us, or our emails go to spam

See Communications → Troubleshooting.

Emails are still coming from the platform address, not yours

See Communications → The From address is the platform's, not ours, or, if you've set up your own domain, Custom email domain → Troubleshooting.

Your domain's DNS records won't verify

See Custom email domain → Troubleshooting.

If none of these help

Search the guide, or get in touch. Tell us what you expected, what happened instead, and who it affects — that's usually the difference between one reply and three.