Troubleshooting

Welome to our troubleshooting page

Come across an issue, have a question or not sure how to do something?

Please scroll down to view our troubleshooting guide or use the quick links to jump to a section. If you cannot find the answer to your issue or question, please email the Parks Tennis team who will be happy to help: parkstennis@elmbridge.gov.uk.

Accessing the courts

Checklist to using the courts

Read the Safe to Play Guidance information
Check the venue home page for any important updates
Check the weather forecast before booking, by clicking here.
Log into ClubSpark to unlock the booking sheets (top right-hand corner)

Always enter your PIN when you arrive, to show you used your booking
Your booking rights are from your booking start time to end time
Remember to cancel any bookings you cannot make

How to access the courts – Play Tennis Pass

Step 1: Log in to ClubSpark, to unlock the booking sheet*
Step 2: Select your venue and click "Book a Court"
Step 3: Select a playing time, select your end time, and click to book
Step 4: Complete your booking and make a note of your PIN

How to access the courts – Pay & Play

Step 1: Log in to ClubSpark, to unlock the booking sheet*
Step 3: Select your venue and click "Book a Court"
Step 4: Select a playing time, select your end time, and click to book
Step 5: Complete your booking and pay
Step 6: make a note of your PIN

*Important to note – you will need to create a ClubSpark account for both methods. If signing up for the Play Tennis Pass, please remember to also complete the membership form & add yourself plus any household members to the pass.

Charges

How much does it cost to use the Park Tennis courts?

Pay and play is charged at £5.50 per hour, per court.
The Play Tennis Pass costs £40 per year and covers up to 5 people in your household, with no additional court fees to pay.
Both options grant you 7 days advance booking access to make one booking per day, per venue up to 2 hours in length. This is to allow fair access to the courts and prevent people from making multiple bookings and not using them.
For more information please see our charges FAQ page.

Do you offer free membership?

Yes we have a free Play Tennis Pass for those in receipt of low-income benefits.
Please email parkstennis@elmbridge.gov.uk requesting information on how to apply and they will be able to send you the details.

Court Bookings

How to cancel bookings

Step 1: Go to the correct venue "Book a Court" page
Step 2: Log into ClubSpark (top right-hand corner)
Step 3: Click on your name (top right-hand corner)
Step 4: Click "My Profile"
Step 5: Click "Manage Bookings"
Step 6: Find the booking & click "Cancel" *

*The refund window for pay & play users ends an hour before your start time.

How to change the length of your court booking

Step 1: Go to the correct venue "Book a Court" page
Step 2: Log into ClubSpark (if you have membership)
Step 3: Click on a time for when you wish to start play
Step 4: In the new up window, click on the end time
Step 5: Select a new end time (up to 2 hours)
Step 6: Complete booking & any payment if required

How to book in a family members name

Log into ClubSpark using your details.
Click your name in the top right-hand corner.
Click on the family member who wishes to book a court and book.

How do I add family members to my account?

Please email parkstennis@elmbridge.gov.uk and ask them to add family members to your account, remember to include their names in the email.

I have paid for membership, but the court charges are still showing.

Please email a screenshot of you logged in and the charges showing to parkstennis@elmbridge.gov.uk.
You may have forgottern to add yourself to your membership or there might be a duplicate of your account.
If the Parks Tennis team cannot solve the issue, they will raise a ticket with ClubSpark.

I am unable to log into the system and/or book a court.

Please email the Parks Tennis team who will then investigate with ClubSpark: parkstennis@elmbridge.gov.uk
If there is a problem effecting multiple users the Parks Tennis team will post information and any relevant updates to the venue’s website home pages.

I am using the app and experiencing problems with bookings and/or charges showing.

Apologies for the issue/s you are experiencing, unfortunately our team doesn’t have access to the ClubSpark app.
You can email ClubSpark directly and they should be able to help you out: support@clubspark.co.uk

PIN codes

When is my PIN code active?

Your PIN code is only active during your booking period.
If you do not have an active booking, you PIN code will not work.
If you are at the wrong venue, your PIN code will not work as you do not have an active booking there.

I have booked a court, but a PIN code was not issued.

If you have booked West End there is no PIN code entry requirement.
The PIn code should appear in your on screen confirmation message and then in your confirmation email, please note on occasion the emails are taking a few minutes longer to arrive than normal.
If you have booked elsewhere please email parkstennis@elmbridge.gov.uk with the venue name, date and time. The Parks Tennis team will then be able to look up your booking and email you the confirmation information.

I cannot remember my PIN code.

Please check your confirmation email for your PIN code.
If you cannot locate your email please contact our Parks Tennis team who can look up your booking and email you the confirmation information: parkstennis@elmbridge.gov.uk

I am at the gate and my PIN code is not working.

The PIN codes are only active when you have a booking, please check your booking confirmation email for your booking time and venue.
If you are at the correct venue at the correct time please call the phone number in your booking confirmation email.

My PIN code is not working, and I was not able to access the courts having called the phone number in the confirmation email.

Our apologies for the access issue.
Please email the Parks Tennis team to let them know what happened and they will investigate: parkstennis@elmbridge.gov.uk

Maintenance and Vandalism

There is glass, rubbish, moss, leaves, etc. on the courts.

Please email the Green Spaces team with the venue name and the maintenance issue: Greenspaces@elmbridge.gov.uk.
They will then arrange with their contractor to site visit and undertake the work as required.

The gate has been vandalised or is not working correctly. | The facility has been vandalised (for example damage to the fences).

Please email the venue name and the exact issue to parkstennis@elmbridge.gov.uk,
They will then investigate and post any relevant information and updates to the venue website home page.
If you witness any vandalisim please call the police on 101 from a safe place to make a report and then notify the Parks Tennis team.

Floodlights

Are any of the Park Tennis courts floodlit?

No, none of our Park Tennis venues are floodlit, there are several tennis clubs in the local area who have floodlit facilities.
You can either do a Google search for local tennis clubs or there is a list on the Tennis in Elmbridge website: https://clubspark.lta.org.uk/TennisInElmbridge/TennisClubs

Coaching

Can I access coaching on the Park Tennis sites?

Yes, we have authorised providers who have agreements to use certain venues.
You can find out where they coach and their contact details on the website: https://clubspark.lta.org.uk/TennisInElmbridge/Coaching

I am a tennis coach; can I coach on the Park Tennis courts?

Yes, but you will need to hold a valid coaching package to do so.
Please email the Park Tennis team for more details: parkstennis@elmbridge.gov.uk

Coaches who have permission from the Council will be listed on the relevant Venue "Passes" page, we do keep this up to date.
Coaching (for free or charging a fee) and other non-tennis playing activities are not permitted under the Play Tennis Pass, Park Tennis Pass or Pay & Play option.

General Hire / Large Groups

Can I use the courts for any other purposes? / Can I use the courts for my local group (Brownies, scouts, any other community group)?

Yes, but you will need to hold a valid general hire pass to do so.
Please email the Park Tennis team for more details: parkstennis@elmbridge.gov.uk

Any non-tennis playing activities are not permitted under the Play Tennis Pass, Park Tennis Pass or Pay & Play option.
General Hire users who have permission from the Council will be listed on the relevant Venue "Passes" page, we do keep this up to date.

Links to terms and conditions

Any other problems, please email parkstennis@emlmbridge.gov.uk with full details and screenshots.

Please note we are Elmbridge Borough Council in Surrey and only have access to our Park Tennis scheme system. For help at a different venue you will need to contact your venue management team as we do not have access to their systems.

Thank you.

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