Troubleshooting

This page lists common problems with registers and classes. Each problem says why it happens and what to do. When a button is greyed out, hold your pointer over it first. Swimio often shows the reason.

Offering places and enrolling

The Offer Space or Enroll Student button is greyed out

Hold your pointer over the button to see the reason.

Message	Why it happens	What to do
Enrollment is closed for this register.	The booking window of this Term or Crash Course register has closed.	New students cannot join this register. Check the booking window on the register. See Set up a register.
No new students can be added on this date.	You are on an extra session date.	Go back to a normal date with Back to schedule.
This class is full.	Every place is taken.	Choose another class, or wait for a place to free up.

There is no Offer Space or Enroll Student button at all

This happens when:

1. The register is archived or has ended. It is read-only.
2. The register has a scheduled archive. New places are blocked because the register is about to close. See Archive a register.
3. You are viewing a past date. Go to today or a later date.
4. Consolidate Mode is on for the class. The card shows Consolidation: on. Turn it off in the class settings if you want to fill the class. See Set up a class.

A student cannot be offered a place because of their age

The class has Limit by age turned on, and the student is outside the age range on their first day. Choose a class that fits the student’s age. Staff can also make an exception for one student from the Offer Space screen. See How the age limit works.

Account holders are not getting emails from a register

Check whether the register is in Maintenance mode. While it is on, the register’s emails go to the maintenance email address, not to account holders. See Set up a register.

Classes

I cannot add or duplicate a class

Duplicate Class shows why when you hold your pointer over it:

• Register is archived: the register is read-only. Create a new register.
• Classes cannot be added right now: the class creation window of this Term or Crash Course register has closed, or the register has a scheduled archive waiting.

I cannot archive a class

Archive shows Has active enrollments or offers. A class can only be archived when nobody holds a place in it and no offer waits. Finish or move those students first, and deal with their offers. See Archive a class.

I archived a class by mistake

Archiving a class cannot be undone. To run the class again, create it again. See Set up a class.

I cannot change the class start or end time

The class time can only change when no student is using a place in the class today. Try again on a day with no students in the class, or cancel and move single sessions instead. See Schedule exceptions.

I cannot change the number of seats

The number of seats is fixed after the class is created. To use a different number, create a new class.

A class does not show on a day it should run

Check these, in this order:

1. A grey card shows in its place. The card says why: Cancelled, Moved, or Day off. See The class card.
2. The class is archived. An archived class has no sessions after the day it was archived.
3. The date is before the class start date. A class has no sessions before it starts.
4. The date is not a class day for this class. The class days are fixed when the class is created. Changing the register’s class days later does not change existing classes. See Class schedules.

The message “The ability for this class cannot be updated” shows

The day you are viewing has already passed. Past sessions are kept as a fixed record, so their scores cannot be changed. Select Learn why? on the card to read more.

Schedule changes

I cannot delete a schedule change

The session is in the past. Past sessions may already be billed, so their changes cannot be deleted. Use Mark non-billable instead. See Edit or remove a change.

Swimio will not save a schedule change

Check these rules:

1. The date already has a change. Edit that change instead of adding a new one.
2. The new time overlaps another session of the same class on that day.
3. For a cancel or a move, the session date is not a date the class normally runs on.
4. The register is archived.

See Rules and limits.

Class closures

I cannot change which classes a closure covers

The closure has already started. After it starts, you can only change its end date, its reason, and which sessions run anyway. See Class closures.

The Run this class on this day button is missing

The register is archived or has ended. You cannot run a class on a closed date in a read-only register.

I cannot close a class again for a day off

The date has already passed. A past session already ran, so it cannot be changed.

Registers and archiving

I cannot edit a register

The register is archived. Edit Register shows Archived registers cannot be edited. Create a new register to run a similar course.

There is no Archive Register option

This happens when:

1. The register is a Term or Crash Course register. These cannot be archived by hand. They archive on their own after their last active day. See Automatic archiving.
2. The register is already archived.

The register did not archive on its end date

A session was moved or added after the end date. The register stays active until that session. See The last active day.

Also, Swimio archives a register just after midnight after its last active day, not during that day.

Students did not get an email when I archived a register

Check these:

1. The box was not ticked. Swimio sends the email only when Email students that their lessons have finished is ticked.
2. The archive is scheduled. The email goes out when the register is archived, not when you schedule the archive.

See Archive a register.

I cannot open a date on the daily view

You can only open dates from the register’s start date to its last active day. See Which dates you can open.

Still stuck?

See Getting help for what to record before you contact support.

Note

The exact options you see can depend on your permissions and your organisation’s Swimio plan.