Admin FAQs

  1. Can I reuse the same Program next season?

  2. How do I set up the Min and Max Age Ranges in my divisions?

  3. How do I process a refund?

  4. How do I add pages to my site?

  5. I am having problems with scheduling. What should I do?

  6. I can't find a participant on my site. How do I find them?

  7. It says there are "No Available Programs" for participants. What does this mean?

  8. I would like to move a participant to a different division. What should I do?

  9. How do I view a report with responses to custom questions I created?

  10. How do I change where registration confirmation emails are sent?

  11. I created a news article, but it doesn't display on my homepage. Why?

  12. I am a Club Admin and should have access to all pages. Why can't I see this page?

  13. How do I set up a payment plan for my users?

  14. What do the program email confirmations look like?

  15. We have received an invoice, but haven't received any registration funds in our bank account. What should we do?

  16. Can a parent who doesn't have a child enrolled in a program sign up to volunteer on the website?

  17. Which email addresses receive emails from each of the different email groups?

  18. What happens when a Credit Card payment fails?

Answers

  1. Can I reuse the same Program next season?

    Unfortunately, no. 

    Please do not reuse Program from season to season. Reusing forms will cause issues with team building, scheduling, and reporting in the future. When in doubt, always create a new Program. In fact, we've come up with some pretty neat features to help you quickly and easily create a new form from season to season!

    Cloning a Program will create a duplicate of the Program you select to clone, along with all the questions, fees, and Division Details previously set up in this form. 

    Cloning a Program is helpful when you are creating an annual Program because it will up the year of ALL Division Details dates by 1 year. This includes Season Dates, Payment Plan Dates, and Min/Max Age Dates.

    2014-02-27_10h15_41.png


    Copying a Program will create a duplicate of the Program you select to copy, along with all the questions, fees, and Division Details previously set up in this form. 

    Copying a Program is helpful when you are creating seasonal Program because it will not up the Division Details dates by 1 year. All Season Dates, Payment Plan Dates, and Min/Max Age Dates will remain the same.

    2014-02-27_10h15_52.png

  2. How do I set up the Min and Max Age Ranges in my divisions?

    We recommend using an age chart when setting up Min/Max Age Ranges in divisions. We know this can be the trickiest part of setting up your registration, so we went ahead and found a couple of charts for you to use.

    Here is an example of an age chart used by AYSO (American Youth Soccer Organization).

    Here is an example of an age chart used by Little League Baseball. Little League also includes an age calculator on their site to help you determine a participant's "league age."

  3. How do I process a refund?

    Check out our Refund Scenarios & Steps!



    Quick Tip: If you use Blue Sombrero's Merchant Account (most of our partners do), then  you can only refund back to the card if you have enough funds in your invoice balance pool.  If you wish to refund by check, please remember that you will be responsible for writing and sending out the check, not Blue Sombrero. 

  4. How do I add pages to my site?

    Here are steps to Add a New Page



    Quick Tip: If you are a new to Blue Sombrero, just check out the Add a New Page button in your menu - we've added the support steps for you there as well! 
  5. I am having problems with scheduling. What should I do?

    Here are some Scheduler tips and tricks when importing:

    There are 3 ways to create a game schedule in our system:

    Scheduling by pairing only:

    We will pair your teams up to play through a round robin process based on the constraints that you configure. You can then select the dates, times, and fields for the scheduling events.

    How to create a pairing only schedule >>

    Scheduling by pairing with date, time, and field:

    We will pair up and configure open dates, times and fields for your teams to play through a round robin process based on constraints that you configure. You can then edit and verify the schedule.

    How to create a pairing with date, time and field schedule >>

    Scheduling by importing:

    You can create your schedule in Excel (with your specific time and field locations for all teams) and quickly import it into the system.

    How to import a schedule >>

  6. I can't find a participant on my site. How do I find them?

    There are a couple of ways to search for participants on your website.

    The Search and Manage Users feature allows you to search for and view a user's My Account screen. It also allows you to view any participants within a user's account. Once you are in a user's account, you can edit any details here, including participant contact information, player birth date, etc.

    searchusers2.png


    Still can't find the participant you are searching for? Check Archived Players. This screen will show players that have been deleted/archived, either by accident (another Club Admin mistakenly deleted the player) or on purpose (because you do not want the player to show up in the system anymore). You can unarchive/restore any players on this screen.

    archivedplayers.png

     

  7. It says there are "No Available Programs" for participants. What does this mean?

    This could mean a couple of things. 

    Is your registration closed? Click Registration >> and Edit>>Divisions next to the program you wish to check. 

    Check out your Registration Close Date. If the Registration Close Date is set to a date in the past, then registration for this program is not currently open and participants will not be able to register for it.

    Is your program's registration open, but the program still isn't displaying for a participant? 

    This will happen if the participant's birth date does not fall within a division's Minimum/Maximum Age Range. You can check the participant's birth date by going to Search & Manage Users to the find the participant's account, clicking on Edit Player Info to the right of the participant's name, and then scrolling down to see if the participant's birth date falls within the division's Min/Max Age Range. 

    If this birth date falls outside the age range, you might want to consider tweaking your min/max age range for the division the participant is trying to register for. 

    min_max_age.png

  8. I would like to move a participant to a different division. What should I do?

    You can transfer a participant to any program and division you would like.



    Our transfer feature  is often used when a participant plays up a division (i.e. the participant's birth date actually falls into the U10 division's age range, but the participant will be playing up in the U12 division), but it can be used if the parent signs up for a program that they didn't intend to sign up for on your website.

    Quick Tip: Do you need to combine smaller divisions into one large division? Use our Bulk Transfer Feature to transfer all participants at once!

  9. How do I view a report with responses to custom questions I created?

    Let's talk about Editing Reports!

    When you are editing a report (we recommend starting with the Enrollment Details Report), you should see a section near the bottom of the page titled Custom Questions. In this section, you can add any of the custom questions or fees/discounts that users answered while going through the registration process to your report. 

    To add a custom question to your report, you'll first need to select Additional Player Information from the Select FormName drop down. 

    Next, select the program which the question was added to from the Select Programs drop down.

    Finally, click the custom question from the left hand column and then click on Add to move the question to the right hand column.

    This will include the question and its responses in your report!

    report_wizard_5.png

     
  10. How do I change where registration confirmation emails are sent?

    This is something our Support Team can help you out with! Email us and one of our Support Team members will be glad to help you update this email address. 

    *Note: Please make sure the person you would like to send these registration confirmation emails to is a Club Admin on your website. Click here to read more about assigning security roles to an account. 

    Quick Tip: Currently, these registration confirmation emails can only be sent to one person - the Lead Admin - on your website. If you would like these emails to be sent to multiple people within your organization,  you should set up an email account that all of these users have access to - and can check whenever they would like to see registration confirmation emails. 

  11. I created a news article, but it doesn't display on my homepage. Why?

    Have you made the news article a "headline"?

    2014-02-27_11h18_08.png

    In order for your news article to display on your homepage, you need to make it a headline. Just click the Headline button until it turns green and you should be all set.

    Is your article a headline, but still not displaying? 

    The article might be archived. Click the edit pencil next to the article, scroll to the bottom of the page, and make sure there is no check mark in the Archive check box. If the article is archived, simply remove the check mark, click Save, and your article will display on your home page!

    2014-02-27_11h44_55.png

    Quick Tip:
    Only the first 3 - 4 news articles will display on your home page (these will display from most recent to least recent). If you would like to display an older article, just click the edit pencil next to the article and change its date. Make sure you click Save to update the changes. 

  12. I am a Club Admin and should have access to all pages. Why can't I see a specific page?

    This is most likely happening because you have too many security roles on your account. 

    If you assign yourself Club Admin access, then you do not need any other security role on your account. Multiple security roles will conflict and cause issues with your view access.

    Check how many security roles are assigned to your account by going to Common >> Search & Manage Users and searching for your account. Click Manage Accounts>>Update Roles/Permissions make sure the only security role assigned to your account is Club Admin. 

    2014-03-03_15h18_11.png

    Quick Tip:  Users with other roles (Teams-Admin, Newsletter-Admin, etc.) should have no more than 2 roles assigned to their account. Different roles can conflict with one another and cause view issues. Confused about what each security role allows a user to do? Check out our Explanation of Security Roles!

  13. How do I set up a payment plan for my users?

    You'll be able to create a division payment plan within the Advanced Settings of the division. To access a division's Advanced Settings, just go to Registration >> click on Edit>>Divisions next to the program which the division is a part of >> then click on Advanced above the Division. 

    Check out our Steps to Configure a Division Payment Plan!

    advanced_payment_plans_2.jpg

    Quick Tip: Keep in mind that if you apply a payment plan mid-registration, it is not retroactive. Parents who have already registered will not have access to a newly created payment plan, so please set up your payment plans as you set up your divisions.
  14. What do the program email confirmations look like?

    Here are images of what each program email will look like, with default text and added text. *Note: You can add text to each of these emails/screens by going to Step 5 of the Registration Wizard.

    *Note: Only Tryout Programs have the Participant Made the Team and Participant Did Not Make the Team emails and the Club Policies Contract. Non-Tryout & Camp Programs only have a Division Registration Confirmation Email. 

    FOR TRYOUT PROGRAMS ONLY: The Tryout Registration Confirmation Email is sent to users after they register for tryouts. 

    email1.png

    FOR TRYOUT PROGRAMS ONLY: The Participant Made the Team Email is sent to users when the participant makes the team after tryouts.

    2014-03-04_15h13_37.png

    FOR TRYOUT PROGRAMS ONLY: The Participant Did Not Make the Team Email is sent to users when the participant does not make the team after tryouts. 

    2014-03-04_15h14_06.png

    The Division Registration Confirmation Email is sent to users after they register. It includes their receipt. For Tryout Programs, this email is sent after the participant accepts their position on a team.

    email1.png

    FOR TRYOUT PROGRAMS ONLY: The Club Policies Contract text will be presented to the user after a participant accepts their position on a team. The user will have to agree to the terms before completing registration.

    email3.png

    *Note: You can add text to each of these emails/screens by going to Step 5 of the Registration Wizard

  15. We have received an invoice, but haven't received any funds in our bank account. What should we do?

    First, go to Common >> Payment Settings >> and scroll down to the Banking Information section. Please make sure you have filled out this entire section with the correct information. If the Checking Account or Routing Numbers are off by even one number, then we will not be able to deposit your registration funds in your account. 

    Next, make sure it is actually time for a deposit. An invoice period ends every Friday at 6pm EST. On Monday we will send out an email with the amount collect. Tuesday we ACH the funds into your account. From that point it usually takes 24-48 hours to see the funds in your account.  

    *Note: Some banks take longer to deposit funds than others, so you might see your funds 1 - 2 days after the date we send the funds. Banks are required to post the credit in your account by Thursday 9:00AM.

    Still have questions? Take a look at our Accounting FAQs.

  16. Can a parent who doesn't have a child enrolled in a program sign up to volunteer on the website?

    If a user would like to volunteer, but does not have a child enrolled in a program on your site, follow the steps below to create an account and assign a volunteer role to this user.

    • Go to Common >> Admin Manual.



    • Click the New Account button.

    • Enter in the new customer's Contact Information - this includes creating a username, password, and address/phone number for the new user. Click Next.

    • Once you are on the Edit Participant screen, go back to Common >> Admin Manual >>and search for/select the user's new account from the Select Account drop down.

    • Click on the  Volunteer tab >> and then click on Find Volunteer Roles in the top right corner. 



    • Select the program, division, and role that you would like to sign the user up for, hit Next, and enter in all required information.

    • Once you are a volunteer, the role will display in your account like the image below:

  17. Which email addresses receive emails from each of the different email groups?

    Here's a quick breakdown of which email addresses (primary, secondary) will receive your email when you send to a preset email group in our Bulk Emailer.

    Archived Divisions: All the primary and secondary emails for the archived or deleted division(s) selected.
    Archived Programs: All the primary and secondary emails for the archived or deleted program(s) selected.
    Divisions: All the primary and secondary emails attached to allocated and/or unallocated participants in the active division(s) selected.
    Open Orders: All the primary and secondary emails whose accounts have unpaid balances.
    Overdue Installments: All the primary and secondary emails with orders being paid in installments whose payments are overdue.
    Programs: All the primary and secondary emails attached to allocated and/or unallocated participants in the active program(s) selected.
    Roles: All primary emails of registered users with the selected security role(s) on the website. These roles range from subscriber - anyone who has registered on the site - to Club Admin - the master users able to edit everything on the site.
    Shopping Cart Orders: All primary emails for users who started the registration process but did not finish.
    Teams: Specific volunteer roles and/or primary, secondary and participant emails on selected teams.
    Users: Selected users’ primary contact email.
    Volunteer Roles: Primary emails of allocated and/or unallocated volunteers by team.
    Wait List: All the primary and secondary emails of players who are registered on Wait Lists. 

  18. What happens when a Credit Card payment fails?

    When a credit card payment fails both the admin and the parent are notified.  If the failed payment occurs on the initial registration checkout, the item will remain in the shopping cart for future payment.  If the failed payment occurs in a payment plan, the installment defaults to a manual payment in which the account holder will need to manually pay on the site.
     
    Failed payments can occur for a variety of reasons:
    1) Billing Address mismatch
    2) Invalid Card
    3) Payment type is not accepted
    4) Insufficient Funds
     
    If a billing address mismatch occurs on multiple payment attempts at checkout, the cardholder's bank will hold payment on the card for risk of fraudulent charges.  The bank will also hold these charges in a pending status on the card until further verified.  Once verified, the pending charges will fall off of the cardholder's account.
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