Article

Stripe & internet security note/guidance for clubs

Greetings from Tennis Australia! 🎾

 

As we continue our journey in the digital age, we felt it’s a good time to touch base on some best practices to keep your club’s financial transactions smooth and secure.

 

Firstly, a quick note on Stripe, the payment gateway integrated with our club management platform, Clubspark:

 

While Tennis Australia and your Member Association have facilitated the introduction of Stripe through Clubspark, please remember that the actual contract with Stripe is directly between your club and Stripe. We’re here to help with support wherever we can, but it’s essential that clubs have a clear understanding with the gateway provider. We’ve included some links here re how you access support from Stripe and your Member Association / Tennis Australia.

 

For enhanced security, we strongly recommend that if you have connected your Stripe account to Clubspark, refrain from using the same Stripe account on other websites, forms, or platforms.

Just like you’d use different keys for different locks, it’s best to keep online accounts separate to ensure if one is compromised, others remain safe.

 

In addition, please click here if you’d like to know more information about Stripe’s inbuilt fraud protection system, Radar. Radar is currently an additional benefit that Stripe can provide for a small fee on any transactions identified as potentially suspicious.  Note that Radar has been applied by default to many of the Stripe accounts.  Further, some of these have had their Radar fees waived to date.  We are working with Stripe and ClubSpark on a simplified pricing and application model of these fees.  If in doubt whether these are being charged to your account, please reach out to the TA support team. To add or remove Radar from your transactions, please reach out to Stripe directly at https://support.stripe.com/contact/login.

 

Reminder of some general Internet Safety Tips:
1. Regularly update passwords: It might sound basic, but updating passwords regularly and using strong, unique combinations can make a significant difference, and don’t share passwords.
2. Be cautious with emails: Avoid clicking on suspicious links, even if they seem to come from familiar contacts.
3. Secure your systems: Ensure that all your devices have the latest security patches and updates. If you’re unsure, consider seeking technical advice.
4. Educate & Train: Consider providing basic digital security training or resources for your team, especially if they access club systems.

Remember, while the online world offers fantastic opportunities for our tennis community to grow and engage, it’s always best to serve with caution! 😉

 

If you have any concerns or questions, don’t hesitate to reach out. Tennis Australia is here to support you in every way possible.

 

Stay safe, play hard, and see you on the court!

 

Use the ClubSpark ‘Contact Us’ form instead of posting personal information.

Clubspark has an ‘Contact Us” form for use on the website

Clubs should be advised to use this instead of posting personal email addresses and phone numbers of committee members and volunteers. These emails will not be stored in Clubspark – they will go directly to the email address chosen within the form settings.
Follow the simple instructions below

Set up a redirect between your old website provider and your new ClubSpark website

Platform/Product/Module: Your old website provider & ClubSpark
Function: Redirect anyone clicking on your old domain name / website URL to your new ClubSpark website

 

 

What is a Website Redirect?

A website redirect points your old website URL to a new page. When anyone types in or clicks on that original URL they’ll be taken to the page you set the redirect up to instead. It ensures visitors don’t end up on a 404 error page and instead find your new Clubspark website. It can also keep you from losing the value of links you’ve built to that previous page—which is important for search engine optimisation  (SEO), as well as the user experience of anyone that clicks one of those links.

 

 

How to Set Up a Redirect

Most website owners have multiple ways they can choose to set up a redirect. Contact your domain provider and let them know what type of redirect you’d like to put in place, give them the website address of your new ClubSpark website, and they’ll take it from there. In many instances you can also do this yourself through your domain providers’ web portal.

 

 

Types of URL Redirects

There are three main types of redirects to be aware of, although most website owners will only need to use the first.

 

1. 301 Redirect

A 301 redirect is a permanent redirect. This type of redirect takes place on both a browser and server level. It’s the most commonly used and powerful redirect. It passes on all the SEO authority of the existing URL. Search engines recognise and index this kind of redirect, making it the best choice for SEO.

In almost all cases, this is the type of redirect you’ll want to use.

 

2. 302 Redirect

A 302 redirect is a temporary redirect. It should only be used when you have the intention of moving back to the old URL at some point. If, for example, you’re redesigning your site, but want to direct users to a different domain while you finish. Or if you want to do a comparison test of two different versions of a site, before committing to a new version.

302 redirects aren’t used very often. If you’re considering using a 302 redirect, consider carefully whether you might be better off using a 301 redirect.

 

3. Meta Refresh

Have you ever landed on a page and been greeted with a message that says, “The original URL has moved, you’re now being redirected. Click here if you’re not redirected in 5 seconds”? Then you’ve experienced a meta refresh.

A meta refresh is a redirect that functions by telling the browser to go to the new page, without updating the server. When setting up a meta refresh, you can clarify the amount of time it should take for the redirect to the new page to occur. Sometimes search engines interpret a meta refresh in the same way as a 301 redirect, especially if the time allotted is zero or one second. But it’s not entirely consistent how search engines read a meta refresh, and they create a worse user experience by making the visitor wait to get to the page they’re seeking.

In instances where you’re considering a meta refresh, you’re likely to be better off with a 301 redirect.

 

 

7- Manage your website Contact Page

Platform/Product/Module: ClubSpark – Website
Function: Publish a ‘contact’ page on your club website to allow players to get in touch with you

 

Your Contact Page is where you can enter all the necessary information required for members/players to find your venue and get in touch.
You can also create a Contact Us form, which will protect you from having your email address publicly shown on your website.

 

To edit and publish your Contact Page follow the step below.

 

1.

Head to the website module and then select the contact page from the top.
Firstly, chose a Navigation text that will be displayed to the public on your website menu.

 

 

 

2.

Then, you’ll be able to fill in your contact details in Page content.
You can give your page a heading and include an image if you want to.
In Contact info, specify any additional information you’d like to share with your website visitors that should help them get in contact with your club.

If you do not wish to PUBLICLY DISPLAY any contact details, skip this step. Avoid posting personal details such as email addresses and mobile numbers if possible.

 

Please Note: We recommend uploading a photo with the dimensions of 1400px by 650px.

 

3.

Next, you’ll be able to decide if you’d like a Contact us Form to display on your website.
By doing so, you avoid sharing your email address or other contact details with anyone visiting your website and prevent potential spam/hacking and malicious behaviors.

To publish this form on your contact page, slide the “Show contact us form?” toggle button to on (blue) – see screenshot below.

Once enable, enter an email address of your choice, where all enquiries will be sent to.
Administrators will also be able to receive notifications when a form is sent via the Admin Notification settings. 

 

Note: This is how it will display to the public on your Contact website page:

 

4.

In the Directions section, you’ll be able to indicate people how to find your club.

You can give them specific directions in the Directions content box and/or decide if you’d like a map to show your club’s location by sliding the “Show Map?” toggle button to on (blue).

 

 

Note: This is how it will display on your Contact Us page:

 

5.

In the Sub pages section, if needed, you’ll be able to create up to 7 sub-pages to display on your Contact page.

mceclip4.png

You can find out more information about sub-pages in this support guide here.

 

6.

Finally, in the last section, set up your Search Engine Optimisation (SEO) rules.
This will help your website and contact details display in search engine results (e.g. ranking higher in Google search results for a search like “Find tennis clubs in Melbourne”).

You can find more information about SEO within this support guide here.

 

7.

Once you are happy with how your Contact webpage is looking and with any changes made, please remember to click the blue ‘Save page Changes’ button at the bottom of the screen.

mceclip12.png

 

8.

Once you’re ready for your web page to display publicly on your website, you’ll need to slide the “Show in navigation?” toggle button on (blue) and click Save page Changes.

mceclip0.png

 

Note: You can set where the Contact page will display in the navigation bar / website menu by filling an order number in the Navigation sort order.

 

 

Need more help? Contact Customer Support on 1800 752 983 or email [email protected]

 

Removing old, connecting new – Igloohome Lock

Platform/Product/Module: ClubSpark/Igloohome App
Function: Unlink your existing Igloohome lock and add your new one.

 

Step 1: Remove your old Igloohome Lock from the ClubSpark Software

 

1.

Head to the Booking module and click on Configuration at the top right corner, then click on Manage Courts under ‘Courts’, and deselect your lock under ‘locks’ for each court it is assigned to and click save court setup at the bottom of the page.

2. 

Head back to the Booking module , click on Configuration and then Manage Settings under ‘Booking Settings’. Scroll down to the bottom of the page to Available Locks and click the recycle bin icon to remove the lock from the ClubSpark software and click confirm to remove the lock.

 

 

 

 

 

 

Step 2: Disconnect your old Igloohome Lock from ClubSpark via the Igloohome App

 

1.

 

Log into the Igloohome App on your mobile phone and click on the Iglooconnect tab from the bottom of the screen.

 

2.

Click on Connected services tab from the top of the screen and select ClubSpark.

 

3.

Note:

Disconnecting your Igloohome lock will not cancel your exchange code subscription. If you want to cancel your subscription please click here for a guide.

 

Step 3: Pairing your Igloohome 2E lock with your existing Igloohome account

 

1. 

Click the ‘+’ icon and select ‘Pair lock or device’

 

2 & 3.

 

4 & 5. 

6.

 

Step 4: Generating the exchange code via Igloohome App

Note: You DO NOT need to purchase another exchange code slot

 

1.

Return to the Igloohome App on your mobile device and select the Iglooconnect tab from the bottom of the screen, as shown below.

 

 

2.

Then click the Connected services tab from the top of the screen and select ClubSpark.

 

 

3.

Click on the Add Lock+ icon as shown below.

 

 

4.

Then select the lock you want to generate an exchange code for and click Connect.

 

 

5.

Your exchange code will now appear on screen, as shown below.

Note:
We recommend writing this down or copying it to your Notes App on your phone until the exchange code has been used to connect the lock with ClubSpark.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

IMPORTANT: The exchange code is required to be claimed within 10 minutes, otherwise the exchange code provided will expire and a new code will need to be generated, as shown below.

 

 

You can now proceed with adding your lock to the ClubSpark software, use the following guide to assist you through this process.

 

Step 5: Add your new Igloohome 2E Lock to ClubSpark

 

1.

Head to the Booking module and click on Configuration at the top right corner. To connect your lock(s) to the software, click on Manage Settings under the ‘Booking Settings’ heading, as shown below.

 

 

2.

Scroll to the bottom of the page and under the heading ‘Available Locks’ (as shown below), click Add Lock to add your Igloohome 2E lock.

 

 

 

 

 

 

 

 

Note:

This setting is only available to super administrators of the club. If you’re not a super administrator, please contact your super administrator to add the lock for you or upgrade your access levels.

 

3.

Once you click, Add lock, the following overlay will appear:

 

 

 

 

 

 

 

 

 

 

 

 

4.

Enter your preferred name of the lock.

Examples: “Entry gate” or “Courts 1-4”.

 

5.

Enter the exchange code generated within the Igloohome App (see image below).

 

 

 

 

 

 

 

 

6.

Click Confirm.

Your lock will then appear as an “Available lock”, as shown below. If you have multiple locks, repeat the same steps.

 

 

 

 

 

 

 

 

Step 6: Assign the Igloohome 2E lock to your courts

The next step is to assign the lock to the appropriate courts at your venue. This will determine what bookings on a specific court will unlock the lock via booking pin.

 

Note:

  • If you have one lock that will provide access to all courts at your venue: you will assign the lock to each court.
  • If you have multiple locks (due to the courts being separated by enclosures): you have the ability to limit access to the courts by only assigning the lock to the courts specific for that enclosure. For example, one lock would be assigned to Courts 1-4 and the second lock would be assigned to Courts 5-8. This means that if a user was to book Court 1, their booking pin will only provide access to the enclosure for Courts 1-4.
  • If you have multiple locks: you cannot assign more than one lock to a court as this will result in a pin not being generated for bookings on this court. Further software development is needed in order for this to be possible.

 

1.

To assign the lock to the court(s) go to Configuration within the Booking module and click Manage Courts under the Courts heading, as shown below.

 

2.

Use the drop down menu under the Lock column and select the available lock(s) for each court.

Note:
It may take a few minutes for the lock to display within the drop down menu after the lock has been added.

 

3.

Once the lock has been assigned to the appropriate court(s), click Save court setup.

 

 

 

Your lock(s) will now provide access for bookings made online via ClubSpark – we recommend that you make some bookings to test this yourself before making courts available online to members and the general public.

ClubSpark Update – 7 March 2023

Dear Club Administrator,
 
We’re pleased to advise of some ClubSpark platform improvements that have been made for club administrators.
These include more information and functionality added to user profiles, expanded functionality for using tags, improvements with managing memberships, and some refinements to using the website module.
For venues / clubs that use the programs module (or who wish to do so) you’ll also see some significant new features for both programs and holiday camps/clinics including a new discount /promo code feature and more.

1. User profiles updates (Contacts Module):

The information shown on user profiles have been expanded and improvements include:
  • NEW: A junior’s profile (or multiple junior’s profiles) now provides information of the ClubSpark profile for their parent/guardian, and vice versa. This is a clickable link which means you can click from the parent profile to the child, child to parent etc. You can also click to easily add a parent or child to someone’s profile.
  • NEW: A persons’ coaching +program bookings (current and historical) are now also shown on their profile. Plus, you can click from the profile through to the program.
  • IMPROVED: A list of persons’ memberships (current and historical) – the layout and look / feel has been improved making it easier to find information)

 

2. Administrators: Using Tags and new Role

 

  • NEW: You can now add and remove tags for multiple users, in bulk.
  • NEW: You can now set up a tag for each membership package, and these will automatically be applied to members as they sign up.
  • NEW: There’s a new admin role in town! It’s called Program Register Administrator; with this more limited access, users only be able to access, mark attendance and send emails for programs they’ve been assigned to as a coach. 

 

3. Membership Module updates

 

  • IMPROVED: Admins can now format and customise the confirmation message that appears on the screen and via email when new members join. You can now add headings, bold text/italics. line breaks, line breaks and links to your membership confirmation messaging. (Hint – if you wish to send a document such as a welcome pack, you can load the document to your ClubSpark file library and add a link in your email. The member always receives the up to date/latest information).
  • IMPROVED: The membership table and downloadable membership report now shows an age column/ the age of all members. Plus, when you click through to a junior, family or group package type, you can now see each main contact’s name and email address on the summary page, and you can export these to a downloadable report.

 

4. Programs/ Sessions / Camps – Programs Module plus a NEW discounts module

 

  • NEW: As a club admin, you’ll now be able to create programs that you can make available to members only.
  • NEW: There’s a new module that allows you to create a voucher / discount code that any members, players or guests can use when booking coaching sessions, programs and holiday camps/clinics. You can use this to offer early bird promotions, credits for sessions and classes etc. Follow this support guide to find more info about it.
  • IMPROVED: When setting up holiday clinics + camps, you can now add more than one skill level for each clinic and or camp, making it easier for you to refine and promote online bookings.
  • IMPROVED: Admins can now archive program categories to help clean up your admin panel.
  • IMPROVED: You may already know you have the ability on your website to show junior and adult programs on one admin page and one webpage that users will see, plus you have the ability to split junior and adult programs across two webpages (with users being able to see a set of search results for each). The button you use to ‘split’ Programs webpages has moved. It was previously in the website module under settings. It’s now on the programs page in the admin website. This makes it much easier to know about and find.

 

5. Website changes and the Website Module:

 

  • IMPROVED: It’s easier to add a custom page (using the new one click button)
  • IMPROVED: It’s faster/ easier to save Website changes (save button now hovers and is visible on the screen you’re on – you don’t need to scroll down to save).
Please do not hesitate to reach out to our support team if you have any questions (INSERT DETAILS)

Customer Support operating hours – Festive period & Australian Open

Over the festive period, lead-in and during the Australian Open, please note the changes to the TA Customer Support team operating hours as follows:

 

Date Day Operating Hours
23/12/2022 Friday 9am-3pm
24/12/2022 Saturday Closed
25/12/2022 Sunday Closed
26/12/2022 Monday Closed
27/12/2022 Tuesday Closed
28/12/2022 Wednesday 9am-5pm
29/12/2022 Thursday 9am-5pm
30/12/2022 Friday 9am-5pm
31/12/2022 Saturday Closed
1/01/2023 Sunday Closed
2/01/2023 Monday 9am-5pm
3/01/2023 Tuesday 9am-5pm
4/01/2023 Wednesday 9am-5pm
5/01/2023 Thursday 9am-5pm
6/01/2023 Friday 9am-5pm
7/01/2023 Saturday 9am-5pm
8/01/2023 Sunday 9am-5pm
9/01/2023 Monday 8am-8pm
10/01/2023 Tuesday 8am-8pm
11/01/2023 Wednesday 8am-8pm
12/01/2023 Thursday 8am-8pm
13/01/2023 Friday 8am-8pm
14/01/2023 Saturday 8am-8pm
15/01/2023 Sunday 8am-8pm
16/01/2023 Monday 8am-9pm
17/01/2023 Tuesday 8am-9pm
18/01/2023 Wednesday 8am-9pm
19/01/2023 Thursday 8am-9pm
20/01/2023 Friday 8am-9pm
21/01/2023 Saturday 8am-9pm
22/01/2023 Sunday 8am-9pm
23/01/2023 Monday 8am-8pm
24/01/2023 Tuesday 8am-8pm
25/01/2023 Wednesday 8am-8pm
26/01/2023 Thursday 8am-8pm
27/01/2023 Friday 8am-8pm
28/01/2023 Saturday 8am-8pm
29/01/2023 Sunday 8am-8pm

 

Customer Support can be contacted via 1800 PLAY TENNIS (1800 752 983) or email [email protected].

Stripe use and troubleshooting – Refunds, payment failed, etc.

Login to Stripe

To login to Stripe, please head to Stripe Login | Sign in to the Stripe Dashboard using the email & password you’ve used to set up your Stripe account.

Note: If you do not remember your password, click ‘Forgot your password?’

 

 

From there you’ll be able to access your club’s dashboard and troubleshoot an issue yourself or identify a specific payment.

 

Your Dashboard View

 

 

Failed Payment

Payments may be declined or fail for a number of reasons including to prevent fraud, to ensure your venue receives revenue, etc.

 

There are a few possible reasons why a credit card payment might fail:

 

You can click the link above to get more info on these, but in most cases, failed payments are best handled by guiding the customer to correct the error or even using another card or payment method.
If you’ve got in touch with the player already and haven’t manage to troubleshoot, please contact Customer Support on 1800 752 983 or email [email protected].

 

 

Refunds or Cancel Payment

It is possible to process refunds or cancel payments directly in Stripe.

Note:  You can cancel a payment using the Dashboard only if it’s in one of the following states:

  • Requires a payment method.
  • Requires confirmation.
  • Requires action.
  • Requires capture.
  • Is still processing.

 

To do this using your dashboard, follow the steps below:

  1. Find the payment you want to refund in the Payments page.
  2. Click the overflow menu (…) to the right of the payment, then select Refund payment (or select Cancel payment if you want to annul the payment)
  3. By default, you’ll issue a full refund. For a partial refund, enter a different refund amount.
  4. Select a reason for the refund or cancellation. If you select Other, you must add a note that explains the reason for the refund or cancellation.
  5. Click Refund.

 

How to Refund a payment

 

Alternatively, you can click on a specific payment and issue a refund from its details page.

For more info, please refer to the following support guide Refund and cancel payments | Stripe Documentation

 

Any other issues

Chat directly with Stripe support staff when logged into the app by clicking the help button in the right hand top menu.

For any other issues please refer to the following support guide: 5. Need Help with Stripe – What to do if my Stripe account is restricted – League Manager – Support Centre (tennis.com.au)

Planned outage to some Tennis Australia systems on 2nd – 4th December.

From 4pm Friday 2nd December until 11pm Sunday 4th December, there will be a scheduled outage to a number of systems utilised by the tennis community. The systems impacted during the outage period are:

  • Tennis Connect – (Tennis id creation/login)
  • MyTennis 2
  • Match Centre / League Manager

Whilst we understand the inconvenience of this necessary outage, it is required to enable Tennis Tech to perform critical works to ensure the security and stability of our systems.

Tournament Planner and the Tournaments website will still be accessible, however please note that players must ensure they have their Tennis ID (number starting 66..) prior to the outage period, as there is no ability to register for a Tennis ID during the outage period.

This scheduled outage will not impact ClubSpark.

If you have any questions regarding the outage prior to 4pm Friday 2nd December, please read on to the FAQ’s below. If your question is not answered by the FAQ’s, please contact the Customer Support team during operating hours: https://support.tennis.com.au/contact-us/

 

FAQ’s:

When is the outage? Planned Outage Start time : Friday 2-Dec-2022 // 16:00 Hrs
Planned Outage end time :  Sunday 4-Dec-2022 // 23:00 Hrs
Why was this timing chosen? The scheduled outage impacts a wide range of platforms and services provided by Tennis, and after significant planning across our team and 3rd parties, these dates are the best period to complete the required works.
League Manager/Match Centre, Tennis ID & MyTennis2
Will I be able to login MyTennis 2, League Manager/Match Centre? No.
Will I be able to create/register for a Tennis ID and complete my competitive player profile? No.

The Tennis ID and account creation portal will not be accessible during the outage period.

Players attempting to complete their competitive player profile and activate their UTR Rating via Match Centre will not be able to do so until after the outage period.
Will I be able to administer my league/teams via League Manager? No.

The outage will prevent any access to League Manager.

All related administration via League Manager (e.g. entering scores, printing scorecards, adding players to teams, team nominations etc.) will be accessible and continue as normal once the outage period is complete.

Please ensure that relevant match results are entered following the outage period.
Will I be able to view my matches via Match Centre? No.

The outage will prevent any access to Match Centre.

Please ensure that you note your upcoming match time, location, format and playing order prior to the outage period. Additionally if required, print your match scorecard prior to the outage.
Will I be able to view enter scores via Match Centre? No.

The outage will prevent any access to Match Centre.

Match scores will be required to be entered following the outage period.
Will MyTennis2 be accessible for reporting or any other purpose? No.

The outage will prevent any access to MyTennis2.
What is the impact on my UTR? During the outage period, no match results can be entered in League Manager/Match Centre. Once match results are entered and confirmed following the outage period, eligible results will be reflected on your Universal Tennis profile within 72 hours of the time of confirmation.

Trouble with your Log In

You might have issues logging in after creating an account at your Club.

 

1.

You might have forgotten the way you signed up the first time.

  • If you’ve lost your password, click on Forgotten your password and follow the procedure to retrieve your password
  • If you don’t remember your email address you registered with, please email or call your club to ask which email address is assigned to your profile (⚠️ do not create a new account, as you will lose all the settings, bookings and memberships assigned to your original account)

 

2.

If you’ve managed to log in but:

  • your account looks different,
  • you’ve lost your original settings or data,
  • you cannot pay for a membership or court bookings,

It might be because you’ve used the wrong log in details…Your club admin should be able to retrieve those details and, let you know if you’ve used a duplicate log in, using their system Contacts module.

 


Admin View in Contacts
(after clicking on the member profile)

 

 

In most cases, if you’re having doubt or trouble with logging in, please ask your club admin to look for your log in details or send you an invite link if you haven’t created an account already.

 

Note for club admins: If a member has, by mistake, created a duplicate record, please refer to this support guide to merge the duplicates.

 

Need more help? Contact Customer Support on 1800 752 983 or email [email protected]