Review and approve enrolment applications

The enrolments inbox brings together applications submitted through public forms. Approving an application may create or link people, assign a team, apply a fee and keep the information provided during the process.

Before you start

First set up the season, teams and fee plans you will use. Also decide your admission and waiting-list criteria. Review only the documents needed, and limit access to authorised staff.

Step by step

1. Open the inbox and choose a status

Open Enrolments. Use the tabs to review pending, approved, rejected, waiting-list, unfinished or all applications. Counters are calculated for the whole club and help you prioritise. The number next to Enrolments in the side menu adds up applications awaiting review and pending withdrawal requests.

To find a specific application, enter the athlete’s or guardian’s first or last name, contact email or form name in the inbox search. Enter several words in any order and omit accents if you like. Search applies to all enrolments in the selected status, including ones not yet loaded on screen.

Combine the search with All forms to choose the source form, such as an academy or competition. The selector includes archived forms with visible applications. Filters remain in place when you change status or select Load more. Clear filters removes the text and selected form but keeps the status. The tab counters continue to show the club-wide total.

You can also use the top-bar search, from two characters onwards: the Enrolments section shows the name, form and status. Select a result to open the application directly, even if it has not yet been approved or there is no athlete profile. Both searches show only applications from the current club and are available in all countries.

If the form requires an enrolment payment, starting payment does not make the application ready for review. While payment is awaiting confirmation, the draft does not appear in the review tabs under Enrolments, in global search, under Home’s Recent activity or in the activity history. Once payment is confirmed, the application appears with its review status. Forms without an enrolment payment appear as soon as the application is submitted. If payment is still not confirmed after 30 minutes, the draft appears in the Unfinished tab (see step 2).

If the family’s card is declined, the application does appear in the inbox with Payment failed, so you can contact the family. The family cannot complete the submission and remains on the payment screen with the option to try again.

An unfinished draft is marked Abandoned automatically in two cases: the family starts a card payment and does not complete it within 24 hours, or the payment shows Payment failed and is not retried within 7 days. A submitted application that is waiting for your review is never marked as abandoned, however long it waits.

An abandoned application is deleted permanently 7 days after being marked: its attached documents are removed, the captured card is detached and the application disappears from the inbox, from exports and from the family’s tracking page. Until then you can export it with the Abandoned status filter. Applications with a collected or refunded payment, with an invoice or already approved are never deleted by this rule. If you want to keep an application with Payment failed, contact the family during that week or resolve it (approve or reject it) before it is marked as abandoned.

2. Remind families who did not finish

The Unfinished tab shows families who started a form with an enrolment payment and did not complete payment: those whose payment has been pending for more than 30 minutes (In progress) and those already marked Abandoned, including ones with Payment failed. Each row shows the form, the enrolment payment amount, the contact’s name, email and phone number, and when the enrolment was started. Select the email or phone number to write or call from your device.

Select Remind in the row, or Remind the family inside the application, to send an email to the enrolment’s contact. The subject and message are pre-filled with the names, and you can edit them before selecting Send reminder. The email is sent under the club’s name and includes a Complete the registration button that opens the form: the family has to fill it in again, because the draft cannot be recovered. You can only send a reminder while the form is still published and the enrolment has a contact email. After a reminder, the row shows Reminded and when; you can remind them again after 24 hours. This action is available to the club’s admin profile.

If the same family (identified by the contact email) later submitted another application on the same form, the row shows Completed later and does not offer the reminder: review that other application in its tab. An unfinished enrolment cannot yet be approved or rejected. It disappears from the tab when payment is confirmed or when it is deleted, 7 days after being marked as abandoned.

To delete it sooner, select the bin icon in the row, or Discard inside the application, and confirm with Discard registration. It is permanently deleted, together with its attached documents and any card the family saved, and this cannot be undone. If the family had an enrolment payment in progress, it is cancelled before deletion: if they were paying at that moment, the payment will not go through. If Stripe cannot confirm that the payment is closed (because it has already been collected, is being processed or does not respond), or the saved card cannot be removed, the screen warns you before deleting. You can cancel or select Continue anyway: the enrolment is deleted regardless and the payment identifier is noted in the club’s activity so you can check it in Stripe. If the enrolment fee had been collected, the money stays in the club’s account with no enrolment and you will need to refund it from Stripe. The discard is recorded in the club’s activity as Unfinished registration discarded, with the form name and no family details. Use it, for example, to remove repeated attempts by a family that shows Completed later.

3. Review details, consents and payment

Open an application and check the athlete and guardian details, custom answers, documents, consents and payment status. If essential information is missing, contact the family before deciding.

Under Documents, select View to open the submitted file in a new tab. You need a connection to load it again after closing that tab. Explicitly saving it to Files or downloading it keeps a copy on your device, which is not removed when you sign out.

If requested by the form, Health card number and the Secondary contact’s name, relationship and phone number appear here. These details are stored encrypted and excluded from default exports; including them requires selecting the sensitive-data option.

When you approve and create new profiles, the health card number appears in the athlete’s health section after you select Show. You can view the secondary contact in the guardian’s profile and in the athlete’s guardians section. If you reuse existing profiles, their details are not overwritten: check the new information in the submitted application. A secondary contact does not create another guardian, user or payer.

When the enrolment payment is marked Failed, the application shows a prominent notice at the top: that amount has not reached the club’s account.

4. Approve and assign the activity

Select Approve enrolment, choose a team in the active season and its fee plan. Review the first charge, any discount and the message for the guardian before confirming. If the team is full, review the warning and decide deliberately whether to continue or use the waiting list. For a renewal, the summary may say that previous enrolments will be closed before you open the profile.

If the enrolment payment has not been collected, approval is blocked: approving does not collect that amount. Ask the family to submit the enrolment again with a different card or collect payment another way. If you have already collected it outside the platform (by bank transfer or cash), confirm the notice to continue; the decision is recorded in the activity history and the enrolment’s internal notes.

5. Reject or manage the waiting list

If you cannot accept the application, open Reject and record a clear reason. Select Add to waiting list if appropriate; otherwise, the application goes to Rejected. Review the message and the notification status shown on screen; do not assume an email has been sent.

6. Handle cancellations and refunds

Families can request to cancel an enrolment. Under Cancellation requests, review the context and select Approve cancellation or Reject. Check the effective date before resolving it.

When you approve it, Process withdrawal request lets you write to whoever submitted it in the optional Message for field, followed by their name. The message opens a conversation in Messages: the family gets it in their app with an email alert and a notification, and can reply even after the withdrawal. The email only announces it; the text is read in the app. Only the club sees Internal notes.

Cancellation and refund are reviewed separately. If the application has a collected payment, Refund opens a confirmation. First check whether a refund is appropriate under the club’s terms; approving a cancellation does not by itself refund that payment.

If something goes wrong

• There is no team or fee to choose: create or activate them before approving.
• The profile appears to be a duplicate: compare the document and contact details before creating another person.
• A document will not open: check permissions and generate access again from the application.
• The refund fails: check the original payment method and status; some transactions need different handling.
• You cannot approve because of the enrolment payment: check the payment status in the application. If the family submitted the form again and paid, approve that second application and reject the one with the failed payment.
• An application has disappeared from the inbox: abandoned applications are deleted 7 days after being marked; ask the family to submit the form again.
• A Stripe warning appears when discarding: the enrolment payment has already been collected, is being processed or could not be checked, or the card could not be removed. If the family has just paid, wait a few minutes: the application will move to Pending. If you know the enrolment will not be completed, select Continue anyway.
• An enrolment cannot be discarded even with Continue anyway: the attached documents could not be deleted. Try again in a few minutes.
• The Remind button does not appear: the family has already completed another application, the enrolment has no contact email or you already reminded them in the last 24 hours. If the form is archived or paused, the reminder is not sent: publish it again first.

Next step

If you do not have the form yet, see Create and publish your first form. To assign fees after admission, continue with Assign a fee to several athletes.