Troubleshooting

Common issues and how to fix them.

Login

"I never got the magic-link email"

• Check spam.
• Confirm your email address is on the club's admin allow-list. Ask the master admin (Nick) to verify.
• Sender is the system address (rosters@ngit.com.au) by default. Whitelist it.
• Magic links expire after 15 minutes. Request a fresh one if the old one is stale.
• The link is single-use; clicking from a preview pane (some email clients fetch links to generate previews) can consume it. If that happens, request a new one.

"I clicked the link but get 'invalid token'"

• The link was already used (preview-pane fetch or another browser tab) OR has expired.
• Request a new link.

"Login form keeps re-prompting after I refresh"

• The session cookie may have been rejected by your browser (third-party cookie blocking, private mode). Magic-link sessions use SameSite=Lax, so they should work in normal browsing.
• Try clearing the ngit_admin cookie for the domain and logging in again.

"I'm getting 'Unauthorised' on every API call"

• Your session expired (30-day window). Log in again.
• Or your admin email was removed from the allow-list. Master admin can re-add.

Public roster page

"The roster page shows the right club but my logo is missing"

• The Logo URL field in Settings must be a direct image link (PNG, JPG, SVG). If your URL is a Google Drive link or a page rather than an image, browsers can't render it.
• Test the URL: paste it directly into a browser. If it doesn't show just the image, it won't work.

"My accent colour looks wrong on the public page"

• The colour is cached. Hard-reload (Ctrl+Shift+R / Cmd+Shift+R).
• If still wrong, double-check the hex code in Settings. It should start with # and have 6 hex digits.

"Past games are showing as available"

• The system uses game_date (ISO YYYY-MM-DD) for past/future detection in Sydney timezone. If a round's game_date is empty or in the future, it stays open.
• Edit the round and set the date picker.

Email

"Volunteers complain my emails go to spam"

• Set up a custom Sending Domain in Email Setup so emails are signed with SPF + DKIM. The Sending Domain field auto-creates the DNS records via SMTP2GO.
• Wait for all three DNS Status badges (SPF, DKIM, DMARC) to be green.
• Send a test email to a Gmail or Outlook inbox; check it lands in inbox not spam.
• DMARC is optional but improves deliverability; ask your DNS provider to add a _dmarc TXT record with at least v=DMARC1; p=none;.

"I configured the sending domain but the badges stay red"

• DNS propagation. Wait 5-15 minutes and click the refresh button.
• Confirm the records exist at your DNS provider; copy the values shown by SMTP2GO and paste them in.
• If you use Cloudflare DNS, set the records to DNS only (grey cloud), not proxied.

"I sent invitations but nobody got them"

• Check Activity tab for email_send events. If they show failed, the body explains why (rate limit, bounce, etc).
• Click "Send Test" to a real inbox first to validate your config before bulk-sending.

Step-up codes

See Step-Up Codes for the full flow. Quick fixes:

• Code email not arriving: confirm the email shown in the modal (ad***@yourdomain.com) is one you actually own. If not, log out and check who else has access.
• "Invalid code": re-type carefully. Codes are exactly 6 digits.
• "Code expired": codes are valid 5 minutes. Close and reopen the modal to issue a fresh one.
• Rate limit: 5 codes per session per 5 minutes. Wait and try again.

Mobile

"The admin panel is unusable on my phone"

• The panel is mobile-responsive as of mid-2026. If it looks like a desktop layout shrunk down, hard-refresh to clear cached CSS.
• Tables stack into cards under 600px wide. Modals go full-screen. Tap targets are at least 38px.
• If something specific is broken, send a screenshot to support.

Public signup

"The signup form rejects my submission"

• The signup access code must be entered correctly (case-sensitive). Email NGIT to confirm the current code.
• Check the slug isn't already in use. Try a different one.
• All fields are required: club name, slug, contact name, contact email, accent colour.

"My signup is stuck on 'pending' for days"

• Master admin reviews signups manually. Email support@ngit.com.au if it's been more than a few business days.

Custom domains

"My CNAME is pointing to apps.ngit.com.au but the site shows a CF 'not found' error"

• Tell the master admin to register the hostname via Configure → Custom domain in their panel. CNAME alone isn't enough; the worker also needs the CF binding.

"I get an SSL warning"

• New custom domains take 30 seconds to a few minutes for SSL provisioning. Wait and reload. If it persists past 10 minutes, contact NGIT.

Anything else

Email support@ngit.com.au with:

• A screenshot of the error
• The URL where it happened
• What you were trying to do
• The approximate time (so we can match it against logs)