Frequently Asked Questions
How much does it cost?
See Pricing for your country’s plans, payment rates and Premium options. There are no setup fees.
Can our club use Curling IO without online payments (for free)?
Yes. We have a handful of clubs that are using Curling IO just for offline payments and it doesn't cost them a penny. Our assumption is that eventually your club will adopt online payments out of convenience for both curling club managers and your curlers. Starting with Curling IO for offline payments is a great way for curling club managers to become familiar with the system.
Premium adds optional features. Check Premium for eligibility and the yearly subscription option. These premium only features are not required to use Curling IO.
Please keep in mind that we need to manage our support costs for clubs that are using our platform for free, and that you'll need to self-serve as much as possible. Every support request has a cost for us, and our documentation should cover all of your support needs.
Does Curling IO include a website?
Yes. Every club gets integrated website hosting at no additional cost. You will find the settings under Website > Studio. From there you can publish a customizable landing page, add pages and articles, tailor your colour palette, and optionally restrict member-only content.
If you already maintain another site, you can still run the Curling IO site in parallel. Many clubs eventually switch after seeing how closely it ties into registrations, leagues, and products, and how quickly you can publish an approved draft.
Start with the Website Studio, pages, and Themes guides.
We have complicated pricing and discounts, will Curling IO support us?
Yes, some of our clubs have extremely complicated discounts and fees, and Curling IO is very flexible. However, if you've never codified your club's pricing before, expect to spend some time figuring it out.
Eventually, our hope is that you'll simplify your pricing over time to make life easier for both your curlers and Managers.
Can our curlers register family members?
Yes, each account (sign-in) can have multiple profiles. Keep in mind that if you are leveraging our waivers, then the person registering family members must be a legal guardian for it to be valid. Coaches should NOT be registering their team's curlers as they are not considered a legal guardian that can accept waivers on their behalf.
One of our members paid less than they should have
This can happen when you have discounts that curler's can opt in to, like a "First Time Curler?" or "5 players on team" discount. You'll find that occasionally one of your members opt in when they shouldn't have. You have several options to fix this:
- If no payment has been recorded and the order is eligible, return it to the cart so the member can correct it.
- If the order has already been paid, you could simply refund the order and have them redo it. It's generally easiest to refund to club credits so that their previous payment is automatically applied during the repurchase.
- If the order has already been paid, you could create a product for the difference they owe, flag it as private, and give them the private URL. We generally don't recommend this method as it creates a burden on your bookkeeping.
One of our members paid seasonal fees more than once
If one of your members has paid seasonal fees more than once these are the likely causes:
- They created a second (duplicate) curler profile. This can happen if they sign in with a different email address at a later date without adding and verifying that email on their existing account. Curling IO can't tell that they've already paid their seasonal fees if they aren't using the same curler profile.
- If it's one of your organization fees rather than an association fee, double check that you've configured it to be seasonal per participant, so it can only be purchased once per season. Association fees are set by your membership association and appear under Association Fees.
What is an Account?
Your account is your sign-in. It can have more than one verified email address and can manage several participant profiles, such as your own and your child’s.
Add and verify another email address in Account details if you want to use it to sign in to the same account. Putting an address on a participant profile doesn't grant that address access to the profile. If a profile is missing, contact your club before creating another one.
See Your account for sign-in and email changes, and Participant invitations for accepting a profile your club assigns to you.
One of our members registered for the wrong league
Occasionally one of your members will register for the wrong league / product / competition.
A common support request is "How do I move them to the correct league". You can't just swap them over because the league you want to move them to may:
- have a different price.
- participate in different discounts.
- have different associated fees.
While none of the above will be true for all cases, the system doesn't have a way to know this.
Depending on the status of the order there are two ways to handle this.
For an unpaid order, check the available order correction actions. If eligible, return it to the cart or delete it and ask the member to submit it again. Payments in progress and other order activity can prevent these actions. Keep in mind that sending the order back to their cart is not an option if you were registering them using the club multicart sign-in feature.
However if the league has already been paid for the easiest way to handle this is:
- Refund the incorrect league to Club Credits. Make sure you only check the box for the league when doing the refund. Also make sure you select Club Credits for the refund.
- Use the "Sign in as" feature to sign in to the curler's account. (ignore this if the order was made with an administrator account, but that should never happen right?)
- Add the new league to your cart and complete the registration. The club credits that were granted from refunding the old league will cover the cost of the new league.
The following video will take you, the curling club manager, through the process of moving a curler from one league to another.
Can we sell raffle (50 / 50) tickets on Curling IO?
It depends on which of our payment processors (credit card processors) you are using. If you are using SportsPay, then in general yes, raffles should not be an issue. If you are using Stripe, then no, absolutely not, since this is categorized as a resitrcted business.
You cannot use Curling IO to process online payments for raffle tickets if you are using Stripe. Raffles, like 50 / 50 tickets, are considered a "Restricted Business" that we are not licensed for. If we find that you are using online payments to sell raffle tickets, your club's ability to process online payments through Stripe will be disabled immediately. Contact support to discuss switching to SportsPay. Settings > Payments controls payment options; it does not connect a new processor.
Canadian based clubs can find the list of Stripe's "Restricted Businesses" here: https://stripe.com/en-ca/restricted-businesses
U.S. based clubs can find the list of Stripe's "Restricted Businesses" here: https://stripe.com/restricted-businesses
Can we sell prize pool fees on Curling IO?
It depends on which of our payment processors (credit card processors) you are using. If you are using SportsPay, then in general yes, prize pools should not be an issue. If you are using Stripe, then no, absolutely not, since this is categorized as a resitrcted business.
Prize pools where winners are rewarded money are considered a Stripe "Restricted Business" that we are not licensed for. If we find that you are using online payments to sell prize pool fees, your club's ability to process online payments through Stripe will be disabled immediately. Contact support to discuss switching to SportsPay. Settings > Payments controls payment options; it does not connect a new processor.
Canadian based clubs can find the list of Stripe's "Restricted Businesses" here: https://stripe.com/en-ca/restricted-businesses
U.S. based clubs can find the list of Stripe's "Restricted Businesses" here: https://stripe.com/restricted-businesses
Refund doesn't show up on the curler's statement
Assuming the refund was issued correctly by Managers (to the correct order), there are a couple reasons it may not show up on the curler's credit card statement.
- Refunds can take up to 7 days to process. Even then, there could be a further one or two day delay before the curler's bank reflects the refund. If the refund was made recently, please ask them to wait until at least 7 days have passed before contacting support.
- Often if a partial refund is made quickly after the initial payment, it's common that the curler's bank will reflect the refund as a reduced payment by subtracting the refund amount from the original payment. For example, a payment of $200 is made followed by a partial refund of $100 within a few days, the eventual credit card statement may show a total payment of $100 instead of both a payment of $200 and a refund of $100, resulting in the same outcome. Please ask them to double check the amount of initial transaction / payment.
Can we shift our season start date from July 1st?
Yes, but there are a few things to keep in mind:
- The season start date must be on the first day of the month. E.g. July 1st
- You will want to pick and maintain the same season start date. Switching this around more than once may create some overlap in your seasonal fees (where curlers paid twice or not at all).
- Age restrictions for your leagues, fees, and discounts can be configured separately from your season start date using the Age Calculation setting. By default, ages are calculated as of the day before your season starts, but you can change this to use a custom cutoff month (e.g., December 31st like Curl BC) or to calculate ages at registration time.
- You may end up collecting inaccurate affiliate fees. Sometimes your membership association fees will change between seasons, and you could be taking registrations (and collecting fees) before your MA has had a chance to update them. Curling IO cannot assume responsibility for inaccurate fees, so you may want to check with your membership association before changing your season start date.
You can change your season start date in the club settings section.
How do age restrictions work?
Age restrictions on leagues, programs, fees, and discounts use your club's Age Calculation setting. You have three options for how ages are calculated:
Before season begins (Default): Ages are calculated as of the day before your season starts. This is the simplest option and works well for most clubs. Ages remain consistent throughout the season.
Custom cutoff month: Ages are calculated as of the last day of the month before your selected cutoff month. This is useful when you want to align with age categories used by other organizations (e.g., Curl BC uses December 31).
Registration date: Ages are calculated based on when the curler registers. This is useful for "must be 18 to register" type requirements where the registration date matters.
Note: waivers always use the curler's age at the time of registration and are not affected by this setting.