Help centre

Plain answers for whoever keeps the club's records. Written for the secretary and treasurer, not for a computer person.

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Getting started

• Getting started: from sign-up to a published clubThe six short steps that take a new club from an empty workspace to a published website and a first message sent.
• Handing over to the next secretaryHow to hand the club to the next officer in one guided screen, what they receive, and what happens to the person who is leaving.
• How to get help, and what to put in your messageWhere help lives in Clubroll, how the Still stuck? form works, what to include, and what to expect after you send it.
• Invite another officer, and who can do whatHow to give the treasurer, the chair or a volunteer their own login, what each of the seven roles can do, and how to change a role or remove a login.
• Signing in, and what to do about a forgotten passwordHow to sign in, how to get a new password link, and why an old link stops working.
• The status page: is Clubroll working right now?What the status page checks, what green and red mean, and why it never shows anything about a club or a person.
• What Clubroll does not doThe honest list of things Clubroll leaves to you or to other tools, so you are not surprised later.
• Why you cannot publish or email members yetWhat the "in setup" and "sending isn't switched on" messages mean, and the one step that opens everything.

Members and import

• Add, find and edit members on the rollHow to add a member by hand, search and filter the roll, and what each field is for.
• Dates that read two ways: day first or month firstWhy an import sometimes asks "which is right?" about your dates, and how to answer.
• Import your list from Excel or a CSV fileHow to prepare a spreadsheet, what Clubroll reads, and how to match your own column names.
• Import your list from WildApricotHow to bring a WildApricot member export into Clubroll, what is kept, and what Clubroll deliberately does not carry across.
• Member status: active, pending and lapsedWhat the three statuses mean, who sets them, and how they affect dues, reminders and the newsletter.
• Members who have no email addressHow Clubroll keeps people who are not on email on the roll, and how you reach them instead.
• Undo an importHow to take back an import within 30 days, what is put back exactly, and the few members it leaves alone.
• What the import report meansHow to read the report after an import: the counts, the notes, the columns that were not used, and when "every row imported" is true.
• Why an imported member is not on the newsletterWhy people who came in from a file are not subscribed until their agreement is on record, and how to confirm it honestly.

Dues and payments

• Change a member's level or renewal dateHow to move a member to another level, set their own renewal date, and why the line shows adjustments instead of silent changes.
• Change what the reminders sayHow to edit the wording and timing of each of the three reminders, and which placeholders fill in the member's own details.
• Households and family membershipsHow one dues line can cover a couple or a family, who pays, and how to name the other people.
• How members pay you: payment link, bank details and referencesWhere to put your club's bank details or payment link so every reminder carries them, and how the member reference lets Clubroll find who paid.
• Match a bank statement to your membersHow to upload your bank's CSV, check the proposed matches and record the payments in one go, without Clubroll ever touching your bank.
• Part payments, refunds and undoing a paymentHow the payment ledger treats a smaller payment, an overpayment, a refund and a mistake, and why nothing is ever edited or deleted.
• Pause the remindersHow to stop all dues reminders with one click, what a pause does and does not change, and how to start them again.
• Receipts for dues paymentsHow each recorded payment gets a numbered receipt, how to email or print it, and what happens to receipts when a payment is undone.
• Record a paymentHow to mark a member's dues as paid, record a cash or cheque payment with a reference, and email a receipt.
• Set up membership levelsHow to define what each kind of member pays and when it renews, starting from four examples, and what a price change does.
• The membership year and the due dateHow the club's year and due date work, how to change them, and when next year's dues open.
• Turn on dues remindersHow the three automatic reminders work, what has to be set up first, and why nothing is sent until the service and your club are ready.
• When a member says they have paidWhat the "I've paid" button does on a member's page, and how to confirm the payment or say you cannot find it.
• Who is overdue, and who is lapsedHow a dues line moves from due to overdue to lapsed by dates alone, and how paying brings a member back.

Email and newsletters

• Email health, and what to do if sending is pausedWhat the Email health page shows, why Clubroll pauses a club's sending when addresses bounce, and how to get it turned back on.
• Personalise a newsletter with the member's own detailsThe merge fields you can type into a newsletter, how to give them a fallback, and what happens when a field is empty.
• Schedule a newsletter for laterHow to choose a day and time, what is checked when it goes out, and how to cancel or change it.
• Send your first newsletterWrite an issue in blocks, check who will receive it, send yourself a test, and send it; and what happens to it afterwards.
• Send yourself a test emailHow the test send works, why it only ever goes to you, and what to look at when it arrives.
• Sending limits for new clubsWhy a new club can send a limited number of emails a day at first, how the limits grow, and what to do when a list is bigger than today's limit.
• Unsubscribes and opt-outs: what happens when a member says stopWhat the unsubscribe link in every email does, how it is recorded, and how it differs from a member who was simply never on the newsletter list.
• What "essential notice" meansWhen to mark a message as an essential notice, what it reaches that a newsletter does not, and the rules that always apply.
• Why a member is not receiving your emailA checklist of every reason Clubroll leaves a member out of a message, where to see which one applies, and what you can do about each.

Your website and joining

• Add a photo (and why we strip location data)How to upload photographs for your site, what sizes and types work, why alt text is required, and what happens to the hidden details a phone adds.
• Add events to your calendarHow to put a meeting, outing or concert on the calendar, hide it, delete it safely, and bring a deleted one back.
• Approve or decline an applicationWhat happens when you approve, ask a question or decline an application to join, and how to approve many at once.
• Choose a template and publish your websitePick one of six looks and a colour, check the two things publishing needs, put the site on the web, and take it down again if you need to.
• Edit the sections of your websiteWhat each section of the home page is for, how to reorder, hide and rewrite them, and why an empty section never shows.
• Preview your site before you publishHow to see the draft website yourself and how to send a private link to your committee that nobody else can find.
• Renewing online: how a member renews from a private linkHow members renew from the join page, what they can change, and what you approve with one click.
• Show your officers on the websiteHow the officers list on your site is made from your settings, how to give each person a title, and how to hide someone.
• Turn on the online join formHow to let people apply to your club from its website, with consent boxes done properly, your own questions, and payment instructions.

Privacy and consent

• Answer a privacy requestWhere members' requests to see, correct, delete or stop emails arrive, the one-click answers, the deadline, and how to log a request that came in some other way.
• Erase a member's dataWhat a permanent erasure removes, what it deliberately keeps, and how it differs from deleting a member from the roll.
• The privacy notice: what to tell your membersHow Clubroll writes a privacy notice from your club's own facts, how to adopt it and publish it, and the two settings that change what it says.
• What a member can do on their own data pageHow a member gets a private link, and what they can see, correct, download, change and ask for there, with no password.

Your account and billing

• Billing and your subscriptionWhat the Billing page shows, what the subscription costs and covers, how to change your card, and what each state of the subscription means.
• Cancel your subscriptionHow to cancel, what you keep, why there is no pause, and how to come back later.
• Export everything, and put it backHow to download your club's data as one ZIP of ordinary files, what is inside, and how to restore it into a new workspace.
• My club is read-onlyWhat read-only means, what still works, how to open the club again, and what to do first.
• What happens if a payment failsThe warnings, the banner and the 14 days of grace after a failed payment, how to fix it, and what happens if you do not.

Still stuck?

Look for your question above first; most are answered there. If it is not, tell us what happened. You can also write to support@clubroll.app.