Work the checks below first. If the problem survives them, send us the event link, what you expected, what actually happened, and roughly when. That is usually enough to find it in the logs on the first pass.
Access
The Host workspace is missing
Confirm you are signed into the right TopDeck.gg account, and that the organizer subscription is active.
Staff without a subscription still get Staffed Events. That section is the whole workspace for a staff-only account, and it is not a bug.
A section is missing inside an event
Event sections are role-gated. Analytics needs Admin; Configuration, Event Page, Staff, and the audit log need Scorekeeper. Ask the event's Owner, Admin, or Scorekeeper to check your role under Staff.
An event is missing from Staffed Events
Check the Past and Hidden views first. Then ask whoever staffed you to confirm the email. An invite sent to an address you do not sign in with grants access to an account you are not using.
Registration
Players cannot register
Check, in order:
- The event page is published, or the sign-up link is on
- Registration open is on
- The Registration cutoff has not passed
- The event is not at its Player cap. If it is, they should be landing on the waitlist.
- The player is not on your ban list
- If you set an External registration URL, that link still works
An invited player is still pending
The invitation went to an address that is not on their TopDeck.gg account. Remove the pending entry and re-add the correct email. A pending invite is not a registration and will not be paired.
Payments
A payment method is greyed out on the event page
That provider is not connected. Finish onboarding under organizer Payments, then reload the event page.
Paid status does not match the transaction
Open the event's Analytics order table and the provider dashboard, and find the actual charge before changing anything. Marking someone paid to make the screen agree is how you end up with a duplicate charge you cannot trace.
During a live event
The manager says it is offline
Keep the event in one operating tab. Supported actions queue locally and replay in order when the server comes back; the badge shows how many are waiting. Print pairings and standings so the room can keep playing.
Do not clear browser storage and do not open competing tabs during an outage. That is how queued work gets lost.
Unsynced changes from a previous session
Check the event's current state before choosing. Retry sync sends the held actions, which may now be stale. Discard drops them without sending.
Live data looks stale
Check the sync indicator in the top bar, reload once, and confirm another staff member is not making a conflicting change in another tab.
End round is greyed out
A table is still missing a result. Switch to the Needs result filter to find it.
Standings look wrong after a correction
Standings are recomputed from the rounds every time they are read, so a corrected result should be reflected immediately. If they are not what you expect, check the round tab you corrected actually saved, and check Configuration for a scoring or tiebreaker change someone else made.
Display and browser
- Reload once after a stale-page or chunk-loading message. That is a new deploy, not a fault.
- Allow content for TopDeck.gg if buttons or payment frames are missing; blockers break embedded payment forms.
- Allow camera access only when you are using check-in scanning.
- Use a current browser version.
- On a phone, the workspace sidebar opens from the top bar.
Contact us
- TopDeck.gg Discord for organizer community and the fastest answers during an event
- [email protected] for account, billing, and event support
Never send passwords, one-time codes, or full payment card details. Support never needs them.