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Clubs Help Index

Smartspace is a system which can help clubs manage their membership and activities.

This page is designed to help those who know the basics but need some more questions answered.

Commonly asked questions

1.How do I provide a  DBNSW membership to a paddler?

Paddlers must get their membership online themselves through the DBNSW Smartspace page. You cannot do it as an administrator.

2. Do I have to manage our club membership through Smartspace?

No. The tools are there for you to use, but their is no compulsion to use them.

If your club is struggling with the system at the early stage of implementation, we suggest that you leave your club management until next year.

3. When i go through the membership process, there are not any membership options to select. Where are they?

It is likely you have gone through the wrong process. You need to use a specific pathway to ensure you have all your membership options (link below)

4. Why can't my paddler complete their purchase of a membership.

There are a number of reasons why the DBNSW membership purchase can't be completed

  • See the Q and A above
  • Paddler has gone to a club Smartspace Page: The text title of the page should be something like DBNSW Registration Management or DBNSW Membership. Navigate to the correct page.
  • Your membership status may not allow you to proceed: Once you login, your membership status will be shown on appropriate pages.
  • There is an error message: Contact Smartspace support immediately and try to take a note of how you arrived at the page. If posssible, take a screen shot of the error or cut and paste the error message into an email.

5. My login details will not work.

In many cases, Smartspace is using login details imported from the previous DBNSW system. Whilst the passwords will work when entered correctly, the login details themselves can be very confusing because of the combination of upper and lower case characters.

Read this help page and try again, but if you still cannot login, contact your state administrator and they will reset your details.

6. My paddler has paid their DBNSW membership, but it is still showing as pending.

If a paddler pays their membership through PayPal using an echeck, the account will not be marked as paid until the echeck clears. This could take up to a week.

7. I have sent a paddler their login details, but they can't complete their membership purchase

If you send a paddler logins through the send logins tool of the Individual Details editing window, the links in that email are not for the membership process. They are for logging in and updating the individual detail only.

See Q and A 3 above. You should send separate email to the paddler to ensure they use the correct link

As an alternative, you could use the Bulk Email system to send a single email with the correct information.

This video explains how to do this.

8. There are paddlers missing from the "Active" list. Where are they?

When data was transferred from the old syste to Smartspace, it appears that "active" settings were not accurate in 100% of cases. You will need to find the paddler you are looking for and go to their individual record through the Search page.

Edit the Participant Details and mark them as Active. Reload the report and the newly activated paddlers will appear.

This video shows how to do that.

9. A new paddler joined DBNSW online, but we cannot see them in our database. Where are they?

It is possible that when the new paddler registered online they did not select your club in the purchase process.

Contact DBNSW to have the paddler registered with your club as the primary club.

Smartspace now forces paddlers to make a club selection so this should not be a problem but if it is contact your state adminstrator

10. When I try to print from one of the print friendly pages, they are no print selections

The print selection may in the context menu (right click over the page to bring up this menu)

If you are using some versions of firefox, there may not be a print selection. you can download this small addon which will give to to you

11. We did not attend a training seminar. Where do we start?

Smartspace has a large collection of online resources. You shoud read them (suggested starting point below) first.

We are also conducting online webinars every couple of months which may help you. Contact Smartspace for the next session time and subject.

Other suggestions:

  • Start off with the basics. With DBNSW, simply advise your paddlers of the need to purchase DBNSW memberhsips online and how to do it
  • Continue to manage your Club membership as you have done previously, for the time being until you get more familiar with the system
  • This page is a good starting point and contains a number of online links and contains links to the existing manuals which can be printed

Some of our paddlers are confused by how they need to join DBNSW and the club. Can't you make it any easier?

Any new system takes some time to get used to. Also quite a number of new systems have been put in place for DBNSW which have meant that some processes could be improved.

Smartspace is planning changes in the not too distant future which will improve usability from the user perspective.

Smartspace has a strong record of continual improvement. We do listen to the feedback we get from our customers and we act on it.

Handy Links

Listing of Quick Videos

The Smartspace Basics manual

The DBSA Operations Manual which also uses Smartspace (PDF 1.73mb) (Details of procedures may be different to DBNSW)

Sample text for a Bulk Email to paddlers

 

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