FAQ & troubleshooting¶

Signing in¶

I didn't get my confirmation email. Check spam, then use Resend email confirmation on the login page. Once you are signed in you can also click the envelope icon in the top bar.

My account is locked. Five failed attempts lock the account for five minutes. Wait, or reset your password.

The login page says my email isn't confirmed. Confirm using the link in the email, or resend it. Resetting your password also confirms your email.

My password is rejected. It needs at least 8 characters with uppercase, lowercase, a number and a special character.

I clicked an invitation link but it says the email is different. Sign out and sign in (or register) with the exact address the invite was sent to.

My invitation has expired. Ask an Owner or Admin to Resend it. Links last 7 days.

Members and accounts¶

Why can't I see a date of birth? Only Owners and Admins can. Other roles see age.

Can I move a member to another family account? Yes. Edit the member and link an existing account or create a new one.

I deleted a member but they're still listed. Members with billing or attendance history are marked Inactive, not deleted. Use the Inactive filter, and Reactivate if needed.

Account code is already in use. Codes are unique per organization. Edit it, or link to the existing account.

Phone number is invalid. Use international format, for example +27821234567.

Billing¶

A monthly package didn't create a charge. Check that the package is Recurring/Monthly and has a Trigger Day of Month, and that the member's assignment is active. Charges are posted by the daily billing job on or after the trigger day.

A prepaid charge was posted by mistake. Add a manual Credit or Refund entry for the same amount on the account ledger.

I can't void an entry. Only manual entries can be voided. Offset automatic charges with a credit or refund.

I changed my currency. Why didn't amounts change? Only the symbol changes. Amounts are not converted.

Usage-based charges didn't appear. Charges are created when the session is Completed, and only for members marked Present. Check the package is usage-based.

A statement looks wrong. Saved statements are permanent. Fix the ledger, then save a new statement for the period.

Sessions and attendance¶

I can't complete a session. The start time must have passed and all walk-ins (not marked absent) must be fully registered. Members → Pending Registration.

The Attendance button isn't showing. Attendance must be enabled on the session, and the session must be within the last 7 days (or already in progress or completed).

I can't delete an occurrence. Recorded occurrences can't be deleted. Cancel them instead. Delete is only available for sessions in Scheduled status.

Editing "this and following" didn't change past sessions. That's intentional. History before the split date is preserved.

A member is missing from a session's roster. Auto rosters include active members with the session's package who match any selected tag. Check their package and tags, or add them with Add Member.

Import¶

My CSV shows errors on every row. Check the header names, and that FirstName, LastName and AccountCode are present. Save as UTF-8 CSV.

"AccountCode not found and no account details were provided." For a new account, fill at least one account column (for example CorrespondenceName or City) on one row with that code.

Packages are ignored. Names must exactly match active packages (case-insensitive).

Workspace¶

Can I change my subdomain? No, it is permanent. Contact support if there is a serious problem.

How do I switch organizations? Top bar organization menu → Change Organization.

Still stuck?¶

Email support@southdune.com with what you were doing and what you saw on screen.