Troubleshooting ClubTrack

Use this guide for common frontend and account problems before escalating them to your club administrator or ClubTrack support.

I cannot sign in

Check that you are using your member number or email address and the correct password.

If the login screen says the credentials are invalid:

1. confirm you are on the correct club's ClubTrack site;
2. check the member number or email for typing errors;
3. try Forgot password? if you do not know the password;
4. contact your club administrator if the account still cannot be accessed.

Do not repeatedly share or send your password to an administrator.

I did not receive the verification code

If ClubTrack asks for a six-digit login verification code:

• check the inbox for the email address attached to your membership;
• check junk/spam folders;
• select Resend code;
• use Back to login and start again if the challenge has expired;
• ask an administrator to confirm that your member email is correct if no email arrives.

Never give a verification code to another person.

My menu is different from someone else's

This can be normal. ClubTrack navigation changes according to role, workspace, club feature settings, add-ons, and permissions.

See Roles, Workspaces, and Feature Availability before reporting a missing page as a fault.

My dashboard says information is missing

Use the relevant Next Steps link from the Member Dashboard.

Typical warnings include missing:

• phone or email
• licence number
• licence expiry date
• kiosk PIN

If you have already submitted a contact/address change, check My Requests because the change may still be waiting for administrator approval.

My participation is pending

Pending participation may require administrator or range-officer review.

For an away match, confirm the host club is correct and attach a results link or evidence where available. Contact the club if a submitted record remains pending beyond the club's normal review period.

I cannot record participation from home

Your club can disable remote participation recording. When disabled, ClubTrack tells you to use the club kiosk or contact an administrator.

This is a club configuration setting, not necessarily an application error.

The match I need is missing

Only matches and activities enabled by your club appear in the participation form.

Try selecting the correct discipline first. If the match remains unavailable, ask an administrator to check Club Settings → Match Setup.

My annual participation class looks wrong

For handgun class tracking, check My Firearms and confirm that the relevant handgun has been registered with the correct LRD handgun class.

Class-specific progress can depend on the classes associated with your firearms and recorded activity.

I cannot upload a document

Check the file format and size.

The current member document screen accepts JPEG/JPG, PNG, and PDF files. Images are limited to 1 MB each and PDFs to 5 MB.

If My Documents is not present at all, the club may have disabled document uploads.

My new profile photo is not showing

Your club may require administrator approval for member-submitted profile photos.

Open My Documents and check whether the latest photo is Pending approval or Rejected. An existing approved photo may remain active until the replacement is approved.

The kiosk camera will not scan my QR code

Try these checks:

1. allow camera permission in the browser;
2. confirm another app is not using the camera;
3. make sure the kiosk is running over HTTPS where possible;
4. try a different camera/device if the browser cannot access one;
5. use manual member-number and PIN sign-in.

My kiosk PIN does not work

Member kiosk PINs must be numeric and between 4 and 6 digits.

Sign into your Member Workspace and go to Security & Kiosk PIN to set a new PIN. If you cannot sign in to your normal account, resolve the account-login issue first.

The member kiosk PIN is not the same as the club's optional operator Kiosk Unlock PIN.

I was logged out of the kiosk

Kiosk sessions are temporary and can end because of inactivity, club auto-logout settings, or leaving fullscreen mode.

Sign in again and continue. This behaviour helps prevent the previous member's kiosk session remaining active on a shared device.

My invoice still shows unpaid

If you paid by card, ClubTrack may briefly be waiting for Stripe confirmation. If you paid by bank transfer, an administrator may need to reconcile or record the payment.

Have your invoice number, payment date, amount, and payment reference available when contacting the club. Never send full card details.

A role or access change has not appeared

Log out and sign in again after an administrator changes your role or access. If the menu is still wrong, ask the administrator to confirm the account role, club tenant, feature flag, and any add-on/allowed-role configuration.

What to include in a support request

Provide enough information to reproduce the issue:

• your member number
• your club/tenant
• device and browser
• page or menu item involved
• what you were trying to do
• what happened instead
• the exact error message, if any
• a screenshot that does not expose passwords, PINs, verification codes, or sensitive identity documents

Do not include your password, kiosk PIN, login verification code, or kiosk QR code.