Camp and lap swim: common member questions and issues

Use the camp week, lap swim reservation, and household record to answer questions about registration, capacity, cancellations, and payments.

Check the week, registration status, payment, waitlist position, and roster details. Use the recorded policy to explain cancellations, transfers, refunds, or an expired payment deadline.

Check the reservation date, lane, cancellation status, and waitlist. Members can manage eligible reservations in the portal. Do not promise a place or refund until you review the club's current capacity and rules. See Camp and Lap swim.

The member portal calls a lap swim session a slot, so members will say slot. The admin pages say session.

"Nobody told me my lap slot was cancelled"

Both ways staff can cancel a session try to email the family.

• Cancel this session…, in a session's panel on the Lap swim calendar, drops every reservation on it and closes its waiting list. It emails each member who had booked it ("Lap swim reservation canceled") and each household that was waiting ("… is no longer running").

• A pool closure, added under Hours and closures, emails the families who held a reservation on each session it cancels.

Every email the club sends is a best effort. A bounced address, a suspended household, an email the club turned off under Automatic emails, or a club that is not live yet stops the message quietly, so no screen ever promises that an email arrived.

Check the household's message history. If nothing went out, tell the member yourself.

"My slot disappeared" or "the Cancel button is gone"

Both are intended.

• A session that has started stays on the member's list for the rest of the day, but it can no longer be reserved, cancelled or waitlisted. One that is under way is shown in lighter text and marked "In progress", with its end time. Sessions that have finished fold into Earlier today at the bottom of that day; the member opens it to see them.

• Today stays on the day buttons all day. When nothing is left to book, the page says "No more lap swim today." and links to the next session. If a member says today is missing entirely, check the Lap swim calendar: a day with no sessions has no button.

• Close to the start time, the row says it is too late to cancel online instead of showing a Cancel button. The cut-off is configured in Settings.

Staff are not held to the cut-off. Cancel it for the member on the Lap swim calendar: open the session and use Cancel beside the swimmer's name. That also offers the spot to whoever is waiting, unless the session has already started.

"I got a lap lane offer and the link did not work"

The session had most likely already started. A spot freed by a no-show is in a session that is already under way, and the old offers could only fail. Offers are no longer sent for a slot that has started, and a member who clicks an older one is told the session has started and keeps their place at the front of the queue. Point them at the next slot.

"I was offered a camp spot but there is no Accept button"

The email link always works. The Accept the spot button on the member's Camp page only shows when the club has turned on Let members accept waitlist offers in the member portal (Club → Club info → Member portal), the offer is still open, and the spot can be priced. A camper with no birth date on file, when a price rule needs one, gets no button and a line saying to check their email. The link quotes "the regular price" for that spot and, when the family accepts there, either registers the camper or shows the reason (for example, "Add a birth date for {camper} to register for this camp"). Add the camper's birth date; the link alone will not get past a missing one.

If the button shows but is held back, the short "Before you can accept" list names what is missing: the household's emergency contact (Safety info) or that camper's camp waiver for the season. The waiver is signed in the Camp checkup first. The link in the offer email lets them sign and accept in one step. Nothing is registered or invoiced until they accept, and the offer's clock keeps running. See Camp and Waitlist offer troubleshooting.

"I can only book one swimmer"

Lap swim is booked per swimmer. The reserve form lists the household's people and a member can book several of them into one slot at once.

How many they can book is the smaller of two numbers: the club's limit per reservation, configured in Settings, and the room left in the slot's roomiest lane, because everyone on one reservation shares a lane. The form greys out the extra boxes and says why, so the number offered is always a number that will work. If a club allows one swimmer per lane, one is the honest answer, and only a staff change to the lane limit changes it.

If the member cannot find a family member to tick, that person may not be on the household yet. Send them to the Household page to add them.

A message saying only so many spots are left means the group is bigger than the room left anywhere in the slot. It names the real number, so they can book fewer people or pick another time.

"The lap swim or camp page is empty"

That is what a program with nothing posted looks like, not a fault. The lap swim page says no lap swim times are scheduled right now. The camp page says no camp weeks are open for registration right now, and keeps the Camp checkup under it so families can get ready. Both say the times or weeks will show up on that page once the club posts them, and both end with a Contact us button, which is how the member reached you. Neither promises an email.

Check on the Lap swim calendar that sessions exist inside the booking window (one further out than the window is not shown to members yet) and that the camp week is open, not a draft. When sessions exist but none fall in the member page's filter (it opens on This week), the member's lap page says no slots match that filter instead, and the member can switch to Next week or All upcoming.