Support: Account Access

Member Cannot Log In

When a member reports they are unable to sign in to their account:

1. Ask whether they are seeing a specific error message (e.g. "incorrect password", "account not found", "email not recognised").
2. For "account not found" or "email not recognised": confirm the email address they are using. Members sometimes register under a different email than their club membership record. Advise them to try any other email addresses they may have used.
3. For "incorrect password": direct the member to use the "Forgot password" link on the login page to reset their password by email.
4. If the member does not receive the password reset email within five minutes, ask them to check spam and confirm the correct email address is on file with the club.
5. If none of the above resolves the issue, create a Chatwoot ticket with the member's name, email address, and the error message they are seeing. The club administrator can manually verify or relink the account.

Forgotten Password

When a member wants to reset their password:

1. Direct them to the login page and the "Forgot password" link.
2. They will receive an email with a reset link valid for 24 hours.
3. If the reset email is not received: check spam, confirm the email address matches the one registered with the club.
4. If the member no longer has access to the email address their account is registered under, they must contact the club directly to update their email on record. Create a Chatwoot ticket with subject "Account email update required" and include the member's name and membership number if they have it.
5. Do not attempt to reset or change passwords via chat.

Account Locked or Suspended

When a member reports their account is locked or they have been blocked from accessing the system:

1. Account lockouts typically occur after multiple failed login attempts. Advise the member to wait 15 minutes and then use the "Forgot password" flow to set a new password.
2. If the member believes their account has been suspended by the club (e.g. following a membership lapse or outstanding fees), this is a club administration matter. Create a Chatwoot ticket with subject "Account suspension query" and the member's name and membership number.
3. Do not speculate about the reason for suspension. Advise the member the club will be in contact.

Incorrect Handicap Showing

When a member reports their handicap index is wrong or not updated:

1. Explain that handicap indexes are managed by the national handicapping body (England Golf / WHS) via the club. The nooQ platform displays the value held in the club's handicap system.
2. If the member has recently submitted a scorecard that should have updated their handicap, advise them it can take up to 24 hours to sync.
3. If the handicap appears incorrect beyond a recent update delay (e.g. showing an old handicap or a different member's index), create a Chatwoot ticket tagged "handicap" with the member's name, membership number, their current showing index, and what they believe it should be.
4. The club handicap secretary will verify and correct the record.

Profile or Contact Details Update

When a member wants to update their name, email, phone number, or address:

1. Members can update their profile directly: My Account → Profile → Edit Details.
2. For email address changes, the new email must be verified before it becomes active.
3. If the member cannot access the profile update screen or the change is not saving, create a Chatwoot ticket and the club administrator will update the record manually.
4. Membership number changes or name corrections (e.g. due to marriage) require club confirmation — advise the member to contact the club office and raise a Chatwoot ticket if they want written confirmation of the change.