Common Support Issues-SwimDesk :

Parents password issues

Often users including members and swim school parents will forget their password or have log in issues.

Complete the following steps to troubleshoot.

Log in to the greenedesk admin system
Search for the user using their name or email address if available
If you are searching a specific user via the search by user section you will need to cut and paste their name into the search user section
In the search user section search for the person, it will show their login and password.
Click on the name of the person and it should log in to their account. Confirm that the account logs in correctly. NOTE: There may be several accounts if there are duplicates so you want to ensure you have the CORRECT account that works.
Send the correct account details (username and password) to the user.
Close the ticket

Missing classes/Data Sync Issues

If a customer complains that classes are missing, complete the following process to troubleshoot.

Log in to the customer
Go to school upload
Confirm if its an automated upload or manual
If automated, see if the process gets stuck at one of the steps. If so, add missing levels, or skip rows with a data error to proceed. This should unblock the issue.
Confirm the upload completes by checking if new students are showing on the today's action summary on the home screen.
If data error, let the customer know the error and the row so they can solve permanently.

If the above steps do not solve the issue, ask the customer to contact their IT department to confirm the data file is correctly updating in the FTP.

If the data sync is manual upload, you will need to check the date of the last upload.
Then go to the upload report in the report menu.
This will identify any errors in the data sync including missing levels or rows with bad data.
Correct any errors where possible and then contact the customer and ask them to process the upload again.

Linking Students to the one parent portal

In SwimDesk parents can have a single login that supports all of their children.

Depending on the management system used, the children under a single family may or may not automatically be shown under the one portal.

For centres that use Links Modular Solutions as their management system. This has a parent ID number which SwimDesk users to automatically show all children with a parent who had the same ID number under the single portal.

Other management systems like Centaman or SwimBiz do not have a parent ID number. In this case the centre can Link students by using the Link student feature in the manage menu.

If a parent contacts us asking why one of their children is not showing, let them know the centre can link their children together. Then let the customer know so they can action the Linking or you can do it.

YMCA Debits

For YMCA Victoria, we need to provide them with some billing information each month.

They will email us a spread sheet with the info required.- See below.