Troubleshooting and quick fixes

Registering

I cannot register

Work down this list. The message on the screen usually names the reason.

• Is registration open? See below.
• Does the form say your division or weight is not allowed? See below.
• Does it say you are already registered? See below.
• Does it ask for a parent? Under 18 and the event has waivers? Read about waivers.
• Are you signed in to the right account? Parents register their children from their own login.

It says registration is closed or not open yet

This happens when:

• The deadline has passed.
• The event is already underway or finished.
• The host has not finished setting the event up yet, so it is not open to the public.
• The event is full.

What to do: contact the host using the details on the event page. They can often make room or tell you when registration will open.

My date of birth is missing or incorrect

A valid date of birth is needed before waivers can be signed. Add a missing birthday in Settings. To correct a saved birthday, contact support, then try registration again.

My division or weight is not allowed

Hosts choose which divisions and brackets they offer, and wrestlers cannot enter a division below their grade or age. The form only allows the choices that fit.

• Check your wrestler’s grade level and birthday on their profile. Correct the grade level if needed; contact support for a saved birthday correction.
• Pick one of the divisions the form offers.
• Some events are boys-only, girls-only, or mixed. Choose the bracket the event offers.
• Events with at-home weigh-in ask for your wrestler’s weight when you register.

If you still think it is wrong, ask the host. They know what the event allows.

It says I am already registered

Good news: you are in. Open My Tournaments to see the entry. A wrestler can only be entered once in the same division, so a second attempt is turned away.

Paying

Something went wrong with my payment

• I closed the payment page. You were not charged and nothing was saved. Register again.
• The payment failed. Your bank may have blocked it. Try again, or use another card.
• I was charged but do not see my registration. Wait a minute, then refresh My Tournaments and check your Payments page.

More about fees and refunds: Payments and refunds.

Event day

I cannot check in

• It says payment must be completed. Check-in and weigh-in wait until the entry fee is paid. If you paid, see payment problems above.
• The button is greyed out. On at-home events, Morning Check-In opens at 12:00 AM on the day of the tournament.
• It says you can only check in your own children. Parents can only check in athletes linked to their account.
• The wrestler is not on the list. They are not registered for this event. Send them to the host.

At events where weigh-in is at the venue, staff check wrestlers in when they arrive. There is nothing to do online beforehand.

I am not getting alerts

• Match alerts (in the hole, on deck, up to wrestle) come with a plan. Parents need a Parent plan and coaches need a Coach plan.
• Check that the wrestler is entered in the event.
• Check Settings, then Notifications, that your email types are on.
• Alerts follow the live mat, so they only start once the host begins scoring.

Details: Notifications and match alerts.

Family and accounts

My child is not showing

If adding a child says a matching profile exists, use Request access and wait for approval. If it belongs to a different child or you cannot request access, contact support.

• Children you add yourself appear under Athletes straight away. If it did not work, a message on the form will say why.
• A teen with their own account has to approve your link request first. Ask them to look on their dashboard.
• If your child under 13 signed up on their own, approve the pending signup from the parent email before they can sign in or appear in your family.
• Make sure you are signed in to your own account and not an old or different one.

My link request is stuck

A request waits until the right person answers it: the athlete if they are 13 or older, or an existing parent if they are younger. It expires after about two weeks. If an account-claim approval says your parent link has changed, link to the athlete again before approving. A child can have up to two linked parents.

• Ask them to check their dashboard for your request.
• If it has expired, send a new one from your Parent dashboard.
• Links are for athletes under 18 with an athlete-only account. Adult athletes manage their own account.

My athlete profile already has a login

Another approval may have already given this profile its own login. Use that athlete login, or contact support if you do not know it. A second claim cannot replace it. Please do not create a new child profile.

Several athlete profiles match my signup

Contact support to identify the correct profile before claiming it. Please do not change your name or birthday to get past this message, or create another child profile. Your existing profiles stay in place while support reviews the match.

It says I reached my athlete limit

Free parent accounts can look after up to 2 children, and a Parent plan raises that to 4. An athlete can have up to two linked parents. You can get more room by adding a Parent plan or by unlinking an athlete you no longer manage. Plans and event passes.

I am a coach and my kids do not have emails

You do not need a second account or a second email. Add Parent access to your coach account, then add each child from Parent, then Athletes. Here is how.

I cannot find my Parent or Coach dashboard

If your account has more than one role, use Switch to in the menu to move between your workspaces. If a workspace is missing entirely, you may not have added that role yet.

I used to switch between separate host and coach accounts

Separate-account switching is no longer available. Sign in directly to the account you need. Use Switch to for workspaces on the same account. If you have two logins or a workspace is missing, contact support to review your access. Existing events, athletes, and purchases stay with their original accounts.

I cannot sign in

• Under 13 and waiting for approval? Your account is not created until your parent approves. Ask them to check the parent inbox and follow the approval steps. Repeating sign-in or resetting a password does not approve a pending signup.
• Check your email for the message asking you to verify your address. New accounts need that first.
• Forgot your password? Use Forgot password on the sign-in page.
• Make sure you are using the same email you signed up with. Changing the contact email in your profile does not change your sign-in.
• If sign-in asks you to use your original account, try that account first. If you still cannot get in, contact support for help recovering access.

Plans and features

A feature looks locked

Some extras, such as match alerts, family or coach analytics, and roster templates, come with a plan. Free accounts cover registering, results, and the basics.

• Parent features come with a Parent plan. Coach features come with a Coach plan.
• If you are both a coach and a parent, each plan only unlocks its own features, and you can hold one of each.
• Event passes unlock extras for a single tournament.

See plans by role and the pricing page.

Hosting

I cannot create a tournament

Creating tournaments is for approved hosts. Coaches, parents, and wrestlers register for events but do not create them. To host, contact us and we will set up your host account. Then the Host Guide walks you through your first event.

An account type change cannot be saved

Refresh the user directory and review the person’s current access again if the account changed while you were working. A fresh review is required before another confirmation.

If removing access is blocked, follow the explanation shown: resolve family links, reassign team or event responsibilities, or review active plans, passes and unfinished payments. Purchases are preserved. Choose Add access when the person still needs their existing workspace.

A parent-managed athlete profile needs its own claimed login before it can use another account type. Keep it as an athlete until the login is claimed, and contact support if you need help.

Parent access requires an adult birthday. Add a missing birthday in Settings; contact support to correct a saved birthday. Contact Smart Wrestler support if you cannot resolve the explanation. Account changes keep the same login and history.

Other questions