Support

Last Updated on March 15, 2008

Well, with the start of baseball registration and requests for support getting tax receipts for both baseball and hockey, we are having difficulty keeping up.

However, we also need to provide prompt support. We have put up this post, with a link to it on this Blog's menu (at the right) so it will always be easy to get back to. Here we identify answers to some FAQ in hopes that you'll find what you need and be able to move on without waiting for us. There are a set of entries with headings in this post on:

I Can't Complete Payment
How Do I Get a Receipt
Can't Login - Don't Know User Id or Password
One [or more] of My Children is Not in the System
I Login But Don't See The Kids or The Receipt Is Empty
About User Ids and Passwords

Eventually, we'll make this more sophisticated. And we are adding to it as new issues start to trend. There is a history at the end of this post so you can tell if what's been added.

If your issue is with the system, how to use it, the data in it for your family, or what its doing, please email MSi. Be sure to tell us which sport. We ask your association to bounce any requests of this nature that they get back to you asking that you contact us directly. This is to get you working with the right folks. As well, the association people need to be focusing on getting the season started and such. Besides, the best they can do is forward your email to us.

The first time you contact support, we send back a link to this page. The association may do the same. We're not being rude, we're just real busy right now and are trying to save you time. If you don't find help here, please email us again and indicate that you've tried all this stuff and still require assistance. Same if you came here first. We will eventually get back to your first email but only after we get through the backlog.

We know that not everyone uses computers that often or maybe that well. Our systems may be unfamiliar. From our own experience, we suggest that a good first step is to ask your kids for help. They tend to be familiar with user interfaces and may provide answers or at least confirm that you have a problem.

If you are emailing support, please don't tell us that 'nothing happens' or 'it doesn't work', etc. To provide help, we need to know some details...how did you get to the spot that failed and what happens when you try...does it time out, are there messages, what steps did you take to get to the problem, and such. And please be sure to include your name and the player's name(s).


See also The Registration Support Post


I Can't Complete Payment

In all these cases, it is important to consider yourself registered. Getting the payment is just a technical issue that we will work out prior to the season starting. No one will be left behind because the system had issues completing their payment.

For a variety of reasons, sometimes the payment process fails. One popular reason is that the payment process uses the Address Verification System (AVS). This means that the address you send in the transaction has to be the same as the address on the credit card bill. You can correct the address on during the payment process or go into the system and correct it then start over.


How Do I Get a Receipt

Click Registration and log in.
Click Print Tax Receipt
Select the correct year (more than one may be available).
Print the page.


Can't Login - Don't Know User Id or Password

You may not recall or know your user id and or password. On the login page, there is a “I Forgot My User Id/Password” link. Click this. You will be asked for you email address. If it is the same as the one in the database, the system will email you a user id and password within 15 minutes. Once logged in, you can change this by clicking the [Edit] links beside what/who you want to change.

If your email address is not the same, the system will tell you that. If this happens, please email support. We will update your email address so that this feature will work for you.


One [or more] of My Children is Not in the System

Sometimes, each child has been entered into the system as their own family rather than added to the original family record. It was easy to do this in the previous system. It also tends to surface when we import data for the association.

When this happens, please email support with the particulars such as who you are and what children are on and which are off. We will consolidate the records.


I Login But Don't See The Kids or The Receipt Is Empty

Adding players will do nothing to fix this. This has to be fixed by us. Please email support@msinteractive.ca with the details.


About User Ids and Passwords

You can make the user id anything you want as long as someone else isn't already using it.
Passwords can be made pretty much whatever you want as well. Both can be changed by clicking the [Edit] link beside your name once you have logged in. Over the coming months, new features will be added that you will need to log in to access. The "I Forgot" email feature (see above) can always be used to reset the password or give you the user id but we encourage you to set up user ids and passwords that you can remember.


History
Mar 15 - Added I Can't Complete Payment.
Mar 13 - Added I Login But Don't See The Kids or The Receipt Is Empty
Mar 12 - Updated with user id and password change notes; rationale for emailing MSi and not the association.
Mar 11 - Posted