FAQ & Getting Help
Registration
Section titled “Registration”A member says they never got their confirmation email. Ask them to check spam. If it’s not there and their registration shows as paid on your roster, you can resend the confirmation from their row.
Someone’s registration is showing as unpaid. They probably started paying online and didn’t finish. They get a reminder email about 30 minutes later, and if they still don’t pay, the registration cancels itself (see Payments). If they turn up in person, take payment at the door.
A member can’t complete checkout. Usually the item names under Settings → Payments don’t exactly match your Square catalog. Ask an owner to check them.
A member sees “Too many attempts. Please wait a few minutes and try again.” To protect members’ details, JackOps limits repeated tries. After several wrong birthdays they need to wait about 15 minutes, and after several sign-in link or waitlist requests, up to an hour. Then it works normally again. If they’re stuck on their birthday, check it on their profile under Bros.
Check-in
Section titled “Check-in”The QR scanner won’t open the camera. Your browser needs camera permission. Check your phone’s settings for the browser app. The scanner also only works on a secure (https) connection.
It says “registration not found.” Either the registration was cancelled, or the QR code is for a different event. Look the person up on the roster to sort it out.
Someone says they paid, but it shows “Payment Required.” If it’s still unpaid in the system, the payment didn’t go through, for example because they closed their browser during checkout. Take payment at the door, or mark it paid if you can confirm they really did pay.
The Override button says the PIN is wrong, or that no PIN is set. Each club’s owner sets its override PIN under Settings → Attendance. Ask a manager or owner for it. If none is set, an owner needs to set one first. Wrong attempts are recorded in Logs.
I can’t see the Door, Waive or Apply Credit buttons. Those need a manager or owner. Door staff can still take payment by scanning the member’s QR code.
A tag number is on the wrong person, or missing. On the roster, tap the number (or + Tag #) next to the person and fix it. Each number can only be used once per event.
A member can’t sign in to ReB8. They sign in with the email and birthday on their member record, and they must have been checked in at a session with ReB8 turned on. If they registered but weren’t checked in, ReB8 can’t find a session for them.
Someone posted something inappropriate in Missed Connections. Open Missed Connections in the sidebar, or the event page. You can see each post and who wrote it, and remove it.
Members and the member app
Section titled “Members and the member app”A member can’t sign in to the member app. Their email has to be on file with your club already. Someone brand new gets access after their first registration.
A member’s last sign-in shows “Never,” but they use the app. Sign-in tracking was added partway through. It starts showing a date from their next sign-in.
A member I know has disappeared from the Bros list. Members with no activity for 2 years are archived automatically. They come back, with their history, as soon as they register again (see Managing Your Members).
Still stuck?
Section titled “Still stuck?”Contact your platform operator. Mention the version number at the bottom of your admin sidebar (for example “JackOps Admin v1.1.1”) and what you were trying to do. It helps them find the problem quickly.