Troubleshooting Overview

This section covers the most common issues camp administrators and parents run into, with clear steps to resolve each one. If you don’t find what you’re looking for here, reach out to us through the chat bubble in the bottom-right corner of your screen and we’ll help you sort it out.

Before diving into specific issues, try reloading the page. A surprising number of problems — missing data, buttons not responding, things looking off — are resolved with a simple page refresh. If that doesn’t help, read on.

Common Topics

• Registration Issues — Parents can’t open the form, data isn’t saving, payment errors during registration, and other problems with the registration flow.
• Payment Issues — Declined cards, failed Autopay charges, missing payments, and billing discrepancies.
• SMS & Voice Issues — Undelivered text messages, brand verification problems, and phone number setup.
• Account & Login — Resetting passwords, adding users, Google sign-in issues, and resolving access problems.

Before You Reach Out

When contacting support, it helps to have the following ready:

• The family name or user email affected
• The exact error message shown (including any reference code, which looks like “ref: ABC123”)
• The steps you took before the issue appeared
• Which browser you’re using (Chrome, Safari, Firefox, etc.)
• Screenshots of the issue — a picture often explains the problem faster than words.

Reference codes help us find the exact technical details in our system, so please include them whenever you see one.