Troubleshooting

The problems that come up most, and what actually causes them.

Check the dates first

Genuinely. A large majority of "this is not working" reports are a date in Setup → Dates — and dates are interpreted in the event's timezone, not yours.

Registration

The form will not open. Registration Opens is in the future, or Registration Closes is in the past. Check both, in the event's timezone.

Someone cannot register on a private event. Their email address does not match your accepted addresses or domains. See Access and visibility.

Duplicate registrations are appearing. Re-Registration was left on after testing. Turn it off — see Coupons and access gates.

A field I know exists is not on the Form Fields tab. The intro copy and the referral, coupon and address fields are configured on other tabs of the builder.

Payments

A payment does not appear. Check its status — only successful payments count as money. Pending is not the same as paid.

Money is going to the wrong account. Stop taking registrations and fix the payment account before continuing. Every payment taken meanwhile compounds the reconciliation.

Activities and leaderboard

A participant's activities are not showing.

1. Is the activity date between Event Starts and Event Ends? Activities before the start are ignored.
2. Is the activity type one your event counts?
3. Has their Strava account been connected?
4. Has enough time passed? Updates run on a schedule, not instantly.

The leaderboard is empty. Either nobody has recorded a qualifying activity yet, or the event's Togoparts Challenge ID is not set — see Integrations.

Our own team is in the rankings. The Host User is not set correctly. Host activity is excluded, but only if the platform knows who the host is.

Photos are lagging behind the activity totals. Expected. Gallery content refreshes on a slower cycle than distances.

Certificates and rewards

Finisher certificates are not appearing. The Results Date has not passed. There is also a separate technical setup step for certificates — ask your technical contact if the date is right and they still are not there.

Names are unreadable on the certificate. The certificate template has detail where the text is drawn. See Certificate Template.

An item cannot be deleted. Somebody has bought it. Stop offering it rather than deleting it — the purchase record has to survive.

Email

Participants say they did not get the confirmation. Check the logs in Communications to see whether it was actually sent. If it was, it is a deliverability question — check the sender address and whether it is landing in spam.

A link in an achievement email does not work. The address was entered without https://. It must be a full URL.

Participants are getting too much email. Check what is set to fire per activity. On an active event that becomes a lot of messages per week.

Website and domain

Domain verification keeps failing. The DNS record does not match. Most often the host field: many providers append your domain automatically, so entering the full domain produces ride.example.com.example.com.

The domain shows a security warning. SSL is issued automatically after verification, but not instantly. Give it an hour.

A page I built is not on the site. It has not been published.

An image did not save. Uploading and saving are separate. Upload, crop, then press Save.

Still stuck?

Before asking for help, collect:

• The event name, and the exact screen you were on.
• What you expected, and what happened.
• If it involves a participant, their email address.
• If it involves a payment, the transaction reference.

That turns a day of back-and-forth into one reply.