> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rocky.global/llms.txt
> Use this file to discover all available pages before exploring further.

# FAQ (Club)

> Quick answers about access, registrations, payments, transfers and orders in the club portal.

## Access

<AccordionGroup>
  <Accordion title="I open /dashboard-club and I'm redirected or told I lack permissions">
    You need the **Club role** and to be an **active administrator** of the club. If your access was revoked or you were never invited, ask another club administrator or the organizer. See [Access and permissions](/en/roles/club/acceso-permisos).
  </Accordion>

  <Accordion title="I don't see the «Administrators» or «Register athletes» button">
    Each action requires a permission: `club.users.manage` for administrators and `club.orders.edit` to register and pay. A custom role may not include one of them.
  </Accordion>
</AccordionGroup>

## Registering athletes

<AccordionGroup>
  <Accordion title="I don't see the event I want to register for">
    Only **active** events of **your club's organization** that haven't ended appear. If it belongs to another organization, your club can't register for it.
  </Accordion>

  <Accordion title="Can I mix rates in one order?">
    No. All athletes in an order use **the same rate**. Create one order per rate.
  </Accordion>

  <Accordion title="I uploaded the Excel and it says «No athlete was registered»">
    The file is validated **as a whole**: one bad row rejects everything. Fix the listed rows ("Data row N: …") and upload it again. There is a limit of **300 rows** per upload.
  </Accordion>

  <Accordion title="The rate asks for a file and I can't continue">
    The portal doesn't support file-upload fields yet. Contact Rocky Global to register those athletes.
  </Accordion>

  <Accordion title="Why doesn't it ask for the category or the club?">
    The portal resolves them: the club is the one in the URL and the category is computed from date of birth and gender.
  </Accordion>
</AccordionGroup>

## Discounts

<AccordionGroup>
  <Accordion title="A discount applied on its own">
    It is an **automatic** bonus (per turn or per country) configured by the organizer.
  </Accordion>

  <Accordion title="Does a discount reduce the service fee?">
    A normal one, **no**. Only free codes and 100% discounts remove it.
  </Accordion>
</AccordionGroup>

## Payments

<AccordionGroup>
  <Accordion title="I paid and the order is still «Pending payment»">
    Don't pay again. The confirmation comes from the gateway and can take a few minutes; while a payment is in progress, a second charge is blocked.
  </Accordion>

  <Accordion title="Is my pending order cancelled on its own if I take too long to pay?">
    **No.** A pending order stays saved, with all its athletes, until you pay it or cancel it. Still, resume it soon: while it is pending it doesn't take up a spot.
  </Accordion>

  <Accordion title="I see a «Cancelled» order that I didn't cancel">
    It is an old order: in earlier versions of the portal, unpaid orders started with Stripe were cancelled automatically after 48 hours. **Nothing was charged.** Create a new order to register those athletes.
  </Accordion>

  <Accordion title="When I retry payment it says the event reached its limit or there are no spots left">
    The athletes of a pending order don't take up a spot until it is paid, so the event or rate may have filled up meanwhile and you can no longer pay by card. Write to the organizer with the order number: they can decide to confirm them anyway.
  </Accordion>

  <Accordion title="Do the athletes receive an email when the order is paid?">
    Yes: **every athlete** in the order receives **their own confirmation email**, at their address, once payment is confirmed (or instantly if the order had no charge). If the organizer turned off purchase emails for their event, none is sent.
  </Accordion>

  <Accordion title="I pressed «back» at the gateway, was I charged?">
    No. You return to your order, which stays pending, and you can retry whenever you want.
  </Accordion>

  <Accordion title="I don't see the bank-transfer option">
    It only appears when the total is above 0 and the organization has loaded its bank, account number and email.
  </Accordion>

  <Accordion title="I made the transfer, when does it become «Paid»?">
    When the organizer verifies your proof of payment and **approves** the order. Email it to the address shown on the order, mentioning the order number.
  </Accordion>

  <Accordion title="I can't cancel an order">
    If it is **Paid**, it can't be cancelled from the portal (the organizer handles it). If a **payment is in progress**, wait for it to resolve.
  </Accordion>
</AccordionGroup>

## Orders and athletes

<AccordionGroup>
  <Accordion title="Where do I download the receipt?">
    In the order detail, with **Download receipt**. It only appears once the order is **Paid**.
  </Accordion>

  <Accordion title="I left a field empty when editing and the old value is still there">
    That is intentional: only fields with a value are saved, so a value can't be erased from this screen.
  </Accordion>

  <Accordion title="I need a refund or to void a paid order">
    Contact the organizer: voids and refunds of paid orders are handled by them.
  </Accordion>
</AccordionGroup>