Troubleshooting: appointments
Jump to:
- Official not appearing in the picker
- Official not confirming their appointment
- Wrong official assigned
- Match not appearing in the queue
- Official cannot see their appointment
Official not appearing in the picker
Symptom: When assigning a role on a match, the official I want is not shown in the picker.
The official may not be an active member of the society, or may not have the Referee role assigned.
- Go to Admin > Members and search for the official by name.
- Check they appear in the list with an active status.
- Check they have the Referee role (or the relevant role for the position).
- If they are not yet a member, invite them first - see Managing members and roles.
- Return to the appointment and try again.
Official not confirming their appointment
Symptom: An appointment has been pending for several days and the official has not responded.
The official may not have seen the notification, or may have missed the alert in RefMatch.
- Check the official is an active member with a valid email address.
- Contact the official directly and ask them to log in and confirm via My Appointments.
- If they cannot make the match, reassign the slot to another official.
INFO
RefMatch does not automatically chase officials for confirmation. The appointments team is responsible for following up on pending appointments.
Wrong official assigned
Symptom: An official has been assigned to a role they should not be on.
- Open the match in the Appointments queue.
- Click the incorrectly assigned slot.
- Select Remove to clear the assignment.
- Assign the correct official.
WARNING
If the incorrect official had already confirmed their appointment, they will receive a notification that it has been removed. Consider contacting them directly to explain.
Match not appearing in the queue
Symptom: A match I created is not showing in the appointment walkthrough.
The match may still be in draft status, or all role slots may already be filled.
- Go to Matches and find the match.
- Check the status - if it is draft, confirm it to publish.
- Check the required roles - if all slots are already confirmed or pending, the match will not appear in the "needs attention" queue.
Official cannot see their appointment
Symptom: An official says they cannot find an appointment that has been confirmed in the system.
The match may still be in draft, the official may be looking in the wrong place, or they may not have the Referee role.
- Confirm the match is confirmed status (not draft).
- Ask the official to check My Appointments - not the Matches list.
- Verify the official has the Referee role in Admin > Members.
- Check that the official's account email matches the one used to invite them.
Still stuck?
If you have tried the steps above and the problem persists, contact your society admin or reach out to RefMatch support.