When a family can't register, either nothing in the program is open to that participant, so the program or offering they want isn't in the list, or a rule stops the registration with a message. Find what the family sees below. Most fixes are in the offering's settings or on the family's account, and you can also register the participant yourself with Place Order.
Applies to: Org admins helping families · All plans (Customer Access: Multi-Org Registration; Boundaries: Enhanced, Elite and Enterprise) · Youth, Adult, Youth & Adult and Youth Camp Registration programs
Where: Programs > Manage Programs (Pgm Status, Reg Status); the program's 2 Configuration > Offerings > Edit; Customers > (the family's account) > Account Overview
Start here
- Ask the family who they chose as the Enrollee, which program and offering they wanted, and the exact message they saw.
- On Programs > Manage Programs, check that the program's eye icon is green and that its Pgm Status and Reg Status are Open. If not, see Why isn't my program showing to families? (Pgm Status, Reg Status and the visibility eye).
- On the program's 2 Configuration page, click the Edit icon on the offering and check its registration dates, Max # of Enrollments, Age Restriction Action, age or grade settings, Gender Restrictions and Customer Access.
- Open the family's account and check the participant's birth date, gender and grade, and the account's address and associated organization.
- Match what the family sees to the sections below.
The program or offering isn't in the list
| What the family sees | Why | What to do |
|---|---|---|
| The program isn't listed, or the Enrollment Type list says "There are no available programs to enroll in at this time for this enrollee." | No visible program with open registration fits this person. Youth programs are offered only for a child on the account and adult programs only for an adult. Youth & Adult Registration programs take both. | Check step 2. A family adds a child with Add Enrollee, which opens My Account > Members, then Add Child. Someone on the account as a child can't register for an adult program: add them as an adult (Add Parent). |
| Your organization's name followed by "does not have any Programs which are open for Enrollments at this time -- check back again soon!" | No program is both visible and open for registration. | Check step 2. |
| "There are no available offerings to enroll in for the enrollment type and program selected." | The program is open, but none of its offerings is open to this participant. | Check each offering against the list below. |
| An offering shows (FULL) and can't be chosen | It reached its Max # of Enrollments and the waitlist is off. With Enable Waitlist on, it shows (WAITLIST) and the family can join the waitlist. | Raise or clear Max # of Enrollments, turn on the waitlist on 1 Setup, or register the participant with Place Order. |
Why an offering isn't listed
- Its registration isn't open. An offering is listed only from the start of its Reg. Duration (or Early Reg. Duration, when set) to the end of its Reg. Duration (or Late Reg. Duration), in your organization's time zone. Dates in the wrong year, or a start that hasn't come yet, keep it out. Once registration has closed, only you can reopen it (move the dates) or register the participant with Place Order.
- Its Early Reg. Duration starts after the regular start. The offering stays closed until the early date. Edit Offering refuses such a date ("Please enter a "Early Registration Duration" date prior to Regular Registration Start Date."), but Update Multiple Offerings saves it, so clear or correct the early date on each offering.
- Prevent hides it. With Age Restriction Action set to Prevent, the offering is left out for anyone outside its age, birth-date or grade rule, and for anyone with no birth date on file. The family sees no error, just fewer offerings.
- Gender Restrictions. The offering is left out for players whose gender it doesn't allow.
- Customer Access (Multi-Org Registration). When organizations are selected in Customer Access on the program's 1 Setup or on the offering, only accounts associated with one of them can choose the offerings. Add the organization to the family's account (see below), have the family use the account that has it, or add their organization to Customer Access.
A message when the family clicks Add Enrollment
| Message | Why, and what to do |
|---|---|
| "Player age does not match Offering age restrictions. Please check offering details for age restrictions. (Note: Age is calculated based on the Age As Of Date.)" | The participant's birth date is outside the offering's age or birth-date range. With Prevent it stops; with Warning the registration is still added. Check the birth date on their record and the offering's range, and have the family choose the offering that fits. To make an exception, use Place Order. |
| "Player grade does not match Offering grade restrictions. Please check offering details for grade restrictions. (Note: Grade is based on the Player Grade field.)" | The player's Player Grade isn't one of the offering's grades. The family corrects the grade with Edit Member on My Account > Members, or chooses the offering for their grade. |
| "Enrollee birthday is required. Navigate to the profile page and update before adding this enrollment to the cart." | The offering uses Prevent and the person has no birth date on file. The family adds it with Edit Member on My Account > Members, or you add it on their account. |
| "Please click My Account > Members then click the Edit Member for your Player to set the correct Grade before you register." | The program checks grades and the player has no grade. No offerings are listed until the family sets the grade with Edit Member. |
| "Player gender does not match Offering gender restrictions. Please check offering details for gender restrictions." | The offering is limited to other genders. The family chooses another offering, or you correct the player's gender on their record. |
| "This program is full and not accepting additional enrollments at this time." | The program's Max # of Enrollments on 1 Setup is reached (or the last spot was just taken) and the waitlist is off. Raise the limit, turn on Enable Waitlist, or use Place Order. |
| "The primary account address is not in the organization boundaries. You cannot enroll in this program." (or your own boundary message) | Your boundaries are set to Prevent and the account's primary address is outside them. Check the address on the account. For an exception, set Boundary Check Override to Enabled under Account Settings on the account, or use Place Order, where it's only a warning. |
| "The enrollment selected cannot be combined with the other items in your cart. Continue with your current order, and then place another order with this enrollment afterwards." | This offering is paid through a different payment gateway than the items already in the cart, such as another associated organization's. The family checks out first, then registers again in a new order. |
| "The required payment type is different than other cart items. Please place a separate order for this item." | This program takes a different payment type than the cart's items. Use a separate order. |
A message at sign-in or checkout
- "There are items that cannot be placed together on the same order in the cart. Place separate orders for items." Shown on Proceed to Checkout when the cart holds items paid through different payment gateways. The family removes items and checks out in separate orders.
- "Your account owes an existing balance of $… that has not been paid. You need to pay this balance before you can place more orders. …" Balance Block is on and the account owes money. See What is Balance Block?
- "One or more members on this account do not have a birthday entered. Offerings may be filtered by age, and if not populated will not be available until enrollee birthday is entered." A warning when Birthday is Yes, Required on Customers > Configurations > General and an adult on the account has none. The family adds it with Edit Member.
- The cart opens a Complete Your Profile page. The account's primary member is missing a street address, a required birthday or, with Multi-Org Registration, an associated organization. The family fills it in and clicks Done.
- "Program access code is not valid." or "Program is not open for registration." The private link's access code was deleted, or the program isn't open. See How to create a private registration program with a Program Access link.
The family can't change their associated organization
My Account > My Profile shows the account's associated organization, under your organization's own word for it (such as Parish), as display-only text. To change it, open the family's account, click Edit Member on the primary parent, choose the organization in that field and click Save. With the Additional Associated Organization permission, the "Additional" link next to the field (for example, Additional Parishes) adds more.
Register the participant yourself (Place Order)
- On the family's account, click Place Order, then Add Enrollment. Every program that isn't archived is listed, including hidden, closed and full ones. Age, grade, gender, capacity and boundary problems are only warnings.
- Customer Access still applies: an offering limited to other organizations isn't listed until the account is associated with one of them.
- Only programs for the participant's type are offered: youth programs for a child and adult programs for an adult. Otherwise you see "There are no available programs to enroll in at this time for this enrollee."
- To try a program before its registration opens, use Place Order, or move the offering's start date for a while. The public registration cart only lists offerings whose registration is open, for admins too.
Good to know
- Once someone has a registration, families can't change their name, a player's birth date or gender, and with Edit After Enrollment set to No (Customers > Configurations > General) they can't use Edit Member on them at all. Make those changes on the family's account with Edit Member.
- Registration times are on the hour, in your organization's time zone. An offering's status updates when you save it and on its own as its dates pass.
Related articles
- Setting Up Programs for Specific Age Groups with Age Validation (Age As Of)
- How to close an offering before registration is over
- How To Set Max Enrollment Capacities for Programs/Offerings
- Boundary Options - How to restrict enrollments based on address
- How to create a private registration program with a Program Access link
- How to Place an Order for a Customer
- Which eligibility check should I use? Age As Of, Custom Validation or Grade Validation (Player Grade)
- Why isn't my program showing to families? (Pgm Status, Reg Status and the visibility eye)
- What is Balance Block?