The recently introduced DotCloud system aims to dramatically streamline membership administration and race entries, and so far it has met expectations. It is a new system and requires CSA members to adapt to how it functions. Here are answers to the most frequently asked questions:
Q: I have paid for my membership but the system wont let me enter a race?
A: Don’t leave renewing your membership to the last minute! Once you renew your membership it gets sent to your club secretary to validate before it is live on the system and you can enter a race.It doesn’t take long at all if your club admin is on-the-ball, but it is not immediate. If your membership licence is still not active after say 24 hours, then give your club secretary a call.
Q: I am an existing CSA member but I can’t login with my ID number?
A:Your ID number is the key your membership. If you cannot login with your ID then it means that your ID number is not complete or is incorrect. Please do not register again, but rather get hold of John Oliver by email at firstname.lastname@example.org or phone 082 550 2859 to sort out your records so that you can login.
Q: I didn’t get the verification code that was sent by email?
A:In all likelihood your email address on the system is incorrect. If you suspect that is the case, please email John Oliver for help at email@example.com or phone 082 550 2859.
Q: I can’t complete the online payment part of my race entry or membership renewal because the session times out?
A: This happens from time to time and is part of how banks verify their transactions – usually by sending an OTP (One Time PIN) by SMS. This becomes a problem when the bank takes too long to send the SMS and your payment session times out (this is for your security). Network traffic and cell phone signal strength obviously also plays a big role and can influence the processing of the transaction. Please bear with us as the problem is not in our control, it is an online banking system issue. Some suggestions are to give the network an hour or so (and sometimes even the next day) and to try again. Another alternative is to use a different credit or debit card from a different bank if possible. Please also make sure your debit card is enabled by your bank for online transactions.
Q: Does the system work better on some browsers?
A: Yes Google Chrome is the preferred browser.
Q: Why can’t I enter a race just before it starts?
A:We usually close race entries at around 6pm on the night before the race to allow for proper batching and for SMS notifications and (where neccessary) emails to be sent to all participants. So please plan your race entry before 6pm the day before the race.
Q: I am a social member and want to upgrade top full membership to be able to race. Can I do this online?
A:No, not yet. Please send an email to us at firstname.lastname@example.org and email@example.com and we will expire your social membership so that you are then able to purchase a full membership. You will unfortunately forfeit the period remaining on your social membership, however your new full membership will again be valid for a full year.
Remember, most queries are easily solved by getting in touch with John Oliver personally – at firstname.lastname@example.org or phone 082 550 2859 –
Handy reading – download these docs for all the info you need to know:
– A full guide to using the CSA Paddlers Portal
– How to upgrade a social licence to enable you to enter a race
For race organisers and administrators:
– How to load a new event
– How to install the Race Timing Programme