Why you can't unclaim a player's registration, and what to do instead
Only the account that claimed a registration can unclaim it. Hosts and club admins can't release another person's claim, because a claim links that person's account to their schedule, scores and notifications. To fix a wrong claim, ask whoever claimed it to tap Unclaim in the event's Player Hub. If they can't, remove the registration and add the player again.
Ask the person who claimed it
This is the right fix when someone claimed the wrong name, for example their partner's row instead of their own.
They open the event and go to the Player Hub.
They tap Unclaim, then Unclaim again to confirm.
The row goes back to unclaimed, and the right player can then claim it. If one claim covered several divisions with the same email and name, unclaiming releases all of them together.
When the player can't unclaim either
They paid for the event. A player who paid sees Cannot unclaim and is asked to reach out to the host. Sort out the registration yourself: refund and remove it, or remove it and add the player again as below.
They registered themselves. A registration a player made in the app belongs to their account from the start, so there is no Unclaim button. They manage or cancel it from their own profile.
Remove the registration and add the player again
Use this when the wrong account claimed a row and that person can't or won't unclaim it. It works best before the player has any results.
Open the event and go to the Host Dashboard.
On the Players tab, open the player and remove them from the event.
Add the player again. See Add players to your event.
Ask the right person to claim the new row.
Removing someone doesn't refund a card payment. Their payment stays marked as paid. A player who already has results stays on the event as withdrawn, and those results stay on the old row, so do this before play starts if you can. To give money back, see Refund a player's entry fee.
Never claim a row on a player's behalf. Whoever taps Claim owns it, so an admin who claims a player's row attaches that event to the admin's own account. If you did, you can unclaim it yourself from the Player Hub, as long as the row isn't marked as paid.
For how claiming works and how players verify, see How players claim their registration.