FAQ

Frequently Asked Questions (FAQ)

This page has been developed to answer the most common questions.

If your query is not listed below, please feel free to Contact Us.

Forgot your Login ID? How to retrieve your Login ID.

Go to the Login page. On the bottom of the page click on Retrieve your Login ID. Enter your email address and your Login ID will be emailed to you.

Forgot your Password? How to request a New Password.

Go to the Login page. On the bottom of the page click on Request a New Password. Follow the instructions and a new password will be emailed to you. We recommend that you copy and paste this new password into the password box on the Login page.

Note: If you enter the wrong Password incorrectly 5 times, your account will be locked.

How to change your password, after receiving a new password.

Login into your account. On the Home page click on Step 1 Click here to Update. This takes you to the Edit my Account page. In the top right hand corner click on Click here to change your password and follow the instructions. We recommend that you cut and paste the requested password into the Current Password box.

Activation email not received?

Activation emails can sometimes end up in the junk email folder by mistake, so please check your junk email folder first. If it doesn't appear there, go to the Login page and click on Request Activation Email to be re-sent which is at the bottom of the page.

Sometimes emails can be typed incorrectly (e.g. forgetting to put the .au at the end or typing con.au). By contacting us we can check this. If you haven't received your activation email within 15 minutes, then Contact Us.

Some government emails servers (emails with .gov.au) classify auto generated emails as spam and block them. Try using another email without gov.au. If this is not possible, please emails us at info@comps-online.com.au. When we respond, the government servers will flag the comps-online emails as a 'safe sender' and should allow emails to be received.

Invoice email not received?

Login into your account in the event you like to enter. On your Home page (where Steps 1,2,3,4 are shown) in the top right hand corner, click on Invoice History. Check to see if your invoice appears there. If shown, click on it to see all your entry details. You can also have the Invoice-emailed by clicking on the RE-SEND button. If the invoice is not sent to you within 5 minutes, Contact Us.

If your invoice is not shown - the transaction may not have been completed. Click on the Payments page (see the top tabs) and if all your entries are still showing in the Payment Summary, then click to Accept the Terms & Conditions and select your method of payment. Then click Submit to finalise the entry. Your invoice will then be emailed to you and displayed in your Invoice History page.

Please note: If you are paying with credit card you will receive a PayPal invoice and a Comps-Online invoice after you have completed your payment. PayPal sometimes places a payment under review before completing the transaction. When the review has been resolved, PayPal will send us an acknowledgement that the payment was accepted and then the Comps-Online invoice will be created. This process can take up to a maximum of 5 days.

How to view your invoices?

Login into your account. On your Home page inthe top right hand corner, click on Invoice History and you will be able to view all your past invoices.

Having problems paying with PayPal?

Here we assume you have completed your entries in the Comps-Online website and you have gone to the PayPal website to pay for your entries (either with your PayPal Account or your Credit Card).

If you are having an issue paying at the PayPal website that means that it is a problem with PayPal and not with Comps-Online. You can call PayPal on 1800 073 263 and they should be able to help you with your problem.

Please see below some suggestions that may resolve your problem.

1. PayPal wants you to pay with your PayPal account but you want to pay with your credit card and it will not let you. We suggest that you change the web browser you are using (web browsers remember all your old info). If you are using Internet Explorer change to Firefox or Google Chrome. Failing this, try to do the payment using another computer (that does not have your old credit card history).

2. When you are at the PayPal website we recommend to make your payments using a computer. Some mobile phones do not work properly when processing PayPal payments.

3. If PayPal wants you to pay with your PayPal account but you do not have a PayPal account, please call PayPal (this is generally something to do with the email you are using).

4. If your Credit Card is not accepted when paying, please check all the details you entered are accurate. If they are correct, then call your bank. If your bank is saying everything is fine, then you need to call PayPal.

5. If after calling PayPal, you are still having problems please call us 03 9841 5940 and we may be able to help.

How to Unsubscribe from promotional emails?

If you unsubscribe from Organisers' emails you will NOT receive emails for any Comps-Online events you may enter. e.g. Event Programs, Running Schedule or other important information relating to each event. If you want to unsubscribe, just login into your account. On the Home page click on Step 1 Click Here to Update your account. On the top right corner click Unsubscribe from Organisers' Emails If you need to Subscribe again just click Subscribe to Organisers' Emails

How do I find the Rules and Codes/Syllabus for an event?

To locate the Rules or the Codes/Syllabus of an event simply log into your event or go the Organiser’s Home Page and on the Top Menu Bar click on Rules or Codes/Syllabus.

To check the Rules and Codes/Syllabus for an event that has closed go to the Contact Us page scroll down and click on the State (e.g.NSW). Choose your event and then click on the right side on the Contact Details link. Click on the Rules or Codes/Syllabus on the Top Menu Bar.

Competitors Names not showing after selecting Sections/Divisions (Step 1)

Every event uses a different date for calculating the Age of the competitors e.g. some use the beginning of the current year 1^stJanuary others the end of the current year 31^st December and others the date the event opens. You can check the age calculation cut off dates for each event in their RULES.

After you choose the section in Step 1: Select your Sections/Divisions, the page will refresh and only show the Competitor Names that match the Age for this section.

Please select the age above or the age below (e.g. if you are choosing Jazz 10 Years, try Jazz 11 Years or Jazz 9 Years).

If the name does not appear, please check that their Age has been entered correctly in the Competitor Names page.