Question 1

How do I create an account?

Accepted Answer

Register with your email, complete your profile, then find your club or open an invite link. Some clubs let you book straight away; others approve you or require a paid membership first.

Question 2

Do I need a new account for every club?

Accepted Answer

No. Use one Open Active login and join each club from it. Booking windows, fees, and membership still follow that club’s settings.

Question 3

How do I find my club?

Accepted Answer

Search clubs on Open Active, or use the invite link from your club administrator. Each club has its own booking calendar and rules.

Question 4

Is there a mobile app?

Accepted Answer

Yes — Android and iOS, and the website works in a phone browser too. You are still booking under whichever club you opened.

Question 5

Which sports does Open Active cover?

Accepted Answer

It is built for racket sports: tennis, padel, squash, pickleball, table tennis, and similar. What you can book depends on what that club offers.

Question 6

How does a club start using Open Active?

Accepted Answer

A club can start from the website (including a free trial). They choose modules — booking, memberships, payments, email, ranking, website — and then set their own rules, fees, and courts.

Question 7

Does every club work the same way?

Accepted Answer

No. Open Active is the platform; the club sets session lengths, who may book, visitor fees, floodlights, cancellation cut-offs, and which extras are switched on. Always check that club’s calendar and office if two clubs feel different.

Question 8

How far ahead can I book a court?

Accepted Answer

Each club sets this. Members, visitors, coaches, and club managers can have different advance-booking windows. Check your club’s booking calendar or ask the club office if you are unsure.

Question 9

How long is a court booking?

Accepted Answer

Session lengths are a club setting. Many clubs offer 30, 60, or 90 minutes, but yours may differ. Available durations show when you pick a time on that club’s calendar.

Question 10

Can visitors book, or only members?

Accepted Answer

That depends on the club. Some clubs allow visitor bookings (often with a fee); others are members-only. If visitors are allowed, the person who makes the booking is usually responsible for visitor fees.

Question 11

How do I add playing partners or a visitor?

Accepted Answer

When you book, search for other club members by name. To include someone who is not a member, add a Visitor if your club allows it — then enter their details. Exact options (who you can add, and any fees) follow that club’s settings.

Question 12

Can I change who I am playing with after I book?

Accepted Answer

Often you cancel the booking and make a new one with the right players. Clubs can also set how close to the start time you may cancel. If you need a change and cannot rebook, contact the club.

Question 13

How do I cancel a booking?

Accepted Answer

Open the booking and cancel it, as long as you are still inside the club’s cancellation window. Members, visitors, and coaches can have different cut-offs (hours and minutes). Late cancellations may not be allowed.

Question 14

Can I book a court only for serving practice?

Accepted Answer

Only if the club has set that up — for example a practice wall or a court they allow for hitting. There is no separate “practice” button on every club. If you do not see a practice option, ask the club how they want those sessions booked.

Question 15

Why don’t I receive emails?

Accepted Answer

Check junk or spam first and mark Open Active as a trusted sender. Booking and account emails come from Open Active; newsletters come from the club (often via Mailchimp or MailerLite) and only if that club uses email marketing. If you still see nothing, ask the club or contact support.

Question 16

What if I forgot my password?

Accepted Answer

On the login screen, use the forgotten-password link and follow the email. If the email does not arrive, check junk. Password reset is the same for every club — your club cannot set a different login email flow.

Question 17

Can two people book the same court at the same time?

Accepted Answer

No. Availability is live. Once a slot is confirmed, it is taken. If a time still looks free but you cannot book it, it is usually a club rule — your role’s booking window, opening hours, a blocked coaching or event slot, or an unpaid fee.

Question 18

What hours can I book?

Accepted Answer

Each club sets opening and closing times, and can block repeating slots for coaching, leagues, or maintenance. You only see times that club has made bookable for your role.

Question 19

Can I book from my phone?

Accepted Answer

Yes. Use the Open Active app (Android or iOS) or the website in a phone browser. You still book that club’s courts under that club’s rules.

Question 20

Do coaches and club managers follow the same booking rules as members?

Accepted Answer

Not necessarily. Clubs can set different advance windows, cancellation cut-offs, and fees for members, visitors, coaches, and club managers.

Question 21

How do I enter a club event or tournament?

Accepted Answer

Open the event on your club’s site or calendar and register if entries are open. The club sets dates, who may enter (for example members vs visitors, gender, or ranking level), player limits, and any entry fee.

Question 22

Do events block courts?

Accepted Answer

Yes — for the courts and dates the club assigns. Members will see the event on the booking calendar and cannot double-book those courts while it runs.

Question 23

Is events an extra module for the club?

Accepted Answer

Events is included with court booking at no extra charge. The club still chooses which events to create, which courts to block, and how registration works.

Question 24

What if the event is full?

Accepted Answer

The club sets player limits. When the event is full, registration closes. Ask the club if they keep a waiting list — Open Active does not assume every club does.

Question 25

Can visitors enter club events?

Accepted Answer

Only if the club allows it. They can set member vs visitor entry, fees, gender, ranking level, and a registration cut-off.

Question 26

Do I pay when I book a court?

Accepted Answer

It depends on the club. Some clubs include court time in membership; others charge members, visitors, or both. Fees for each session length are set by that club, and only show if they use payments.

Question 27

Who pays for visitors and floodlights?

Accepted Answer

Usually the person who makes the booking is responsible for visitor fees and extras such as floodlights — if the club has turned those charges on. Amounts and whether lights can be added are club settings.

Question 28

Which payment methods can I use?

Accepted Answer

Whatever that club has enabled: card (for example PayFast or Stripe), club wallet, or pay at the club. There is no single method for every Open Active club.

Question 29

What is a club wallet?

Accepted Answer

If the club turns on club wallet, credit can sit on your club account — for example after a refund — and be used on later bookings or fees at that club. Wallet is per club, and only exists if they enabled it.

Question 30

Do I get a refund if I cancel?

Accepted Answer

Refund rules are the club’s. Some refund to wallet, some to the original payment method, some do not refund after a cut-off. Check that club’s cancellation window and payment settings, or ask the office.

Question 31

Can unpaid fees stop me from booking?

Accepted Answer

Yes, if the club has set it that way. Outstanding visitor fees, membership, or other balances can block new bookings until they are cleared.

Question 32

How do I join a club on Open Active?

Accepted Answer

Create an Open Active account, then find your club or use an invite link from the club. Some clubs let you join immediately; others approve members or require a paid membership first. The club decides the process.

Question 33

How do membership fees and renewals work?

Accepted Answer

If the club uses membership payments, they set the products, prices, and renewal schedule. You pay what that club has configured — not a platform-wide fee. Reminders and auto-renewal also follow the club’s setup.

Question 34

What roles can a club assign?

Accepted Answer

Typical roles are Member, Club Manager, Coach, and Visitor. Each club chooses who gets which role, and that controls booking windows, fees, and admin access.

Question 35

Can the club add members for me?

Accepted Answer

Yes. Club managers can add or invite people so they appear on the members list. Whether those people must still register, pay, or be approved depends on how the club runs onboarding.

Question 36

The club added me but I have never logged in. What do I do?

Accepted Answer

You already have a place at that club. Open the invite or set-password email, or register with the same email the club used. If you have no email, ask the club to resend the invite.

Question 37

Can I belong to more than one club?

Accepted Answer

Yes. One Open Active account can be linked to several clubs. Each club has its own membership, booking rules, and fees.

Question 38

Can my children or family book under my account?

Accepted Answer

Some clubs support household or dependent players. Others want a separate profile per person. Ask your club how they want families set up — it is their setting, not a global Open Active rule.

Question 39

What happens if my membership lapses?

Accepted Answer

The club decides. You may lose member booking rights, be treated as a visitor, or be marked inactive until you renew. Pay and renew on that club’s membership page if they use membership payments.

Question 40

Does Open Active send the club newsletter?

Accepted Answer

No. Open Active keeps the club’s member list in sync. The club writes and sends newsletters in Mailchimp or MailerLite (if they have connected one). Campaigns, templates, and send times are all club choices.

Question 41

How does the mailing list stay up to date?

Accepted Answer

The club syncs people from Open Active into their email tool. They choose which groups to include — members, club managers, visitors, inactive players, or a mix. Who is on the list is therefore a club setting, not a global Open Active list.

Question 42

Will I get emails from my club?

Accepted Answer

Only if that club uses email marketing and has you in the audience they sync. You can unsubscribe in the email itself. Account and booking messages from Open Active are separate from the club’s newsletter.

Question 43

Mailchimp or MailerLite — which one does my club use?

Accepted Answer

The club chooses. Open Active can connect to Mailchimp, MailerLite, or neither. Newsletters always send from the tool the club connected, not from a shared Open Active inbox.

Question 44

How do I stop club newsletters?

Accepted Answer

Use unsubscribe in the club’s email, or ask the club to take you off their synced audience. That does not log you out of Open Active or cancel booking confirmation emails.

Question 45

How do club rankings work?

Accepted Answer

If the club uses the ranking module, members can enter match scores and the club’s leaderboards update from those results. Categories, who can play, and whether ranking is on at all are decided by the club.

Question 46

Who can enter match scores?

Accepted Answer

That is a club setting. Typically members record their own results. If you cannot enter a score, ask the club whether ranking is enabled and who is allowed to submit.

Question 47

Friendly or competitive — does it affect ranking?

Accepted Answer

When you confirm a booking you may choose a play type such as Friendly. Competitive or ranking matches are what feed the club leaderboard — if the club uses ranking. Friendly games usually stay off the ladder.

Question 48

Is club ranking the same as the Open Active Virtual League?

Accepted Answer

No. Club ranking is inside your club, from matches that club records. Virtual League is a separate nationwide competition and does not require that club’s membership.

Question 49

Does every club get a website?

Accepted Answer

No. The club website is an optional module. If your club uses it, they choose the content, pages, and branding. Booking can still work without a separate club website.

Question 50

What can a club website include?

Accepted Answer

The template is built for racket clubs: news, gallery, FAQ, committee, contact, and similar pages. The club decides what to publish and can connect it to booking and other Open Active modules they use.

Question 51

Do we need a club website to use court booking?

Accepted Answer

No. Booking runs on Open Active whether or not the club takes the website module. A club site is extra — for news, committee, and a public presence — if they want it.

Frequently asked questions

Getting started

umukino wa tennis urukiko

Ibyabaye

Kwishura

Kwishura Abanyamuryango

Kwamamaza imeri

Urutonde

Urubuga