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FREQUENTLY ASKED QUESTIONS ABOUT SWAT

 

Q:  My method of payment failed and I received an email. What do I do?
A:   If your method of payment  fails you automatically receive an email notification from the online payment processor.  (No one at Shockwave knows that your payment failed; only you get this information). Update the method of payment on file and notify the office administrator  at [email protected] that your payment failed and you need it to be processed manually.

Please click on the tab HELP FOR PARENTS ABOUT SWAT  (on the website home page) and click on the HOW TO I UPDATE MY CREDIT CARD/ACH INFO for step by step instructions. 

Q:  I need to contact a coach - what do I do?
A: Click on the OUR COACHES tab on the website home page to email, click on the CONTACT US button on the website home page or choose an email address below: 
COACH BARBARA AGUIRRE ([email protected])

Q:  I bank draft (ACH) and my payment failed.  What do I do?  
A:  We cannot manually process bank drafts (ACH). If your payment fails you will have to wait until the next payment on the 1st of the month for your payment to process.  

Q:  I have a question / concern / update about my child about practice or a meet entry. What do I do? 
A: Contact your child's coach.  
COACH BARBARA AGUIRRE  ([email protected])  

Q:  How do I sign up for a meet?
A:  Click on the meet name on the website home  page and follow the instructions. You may also click on the HELP FOR PARENTS ABOUT SWAT tab on the website home page and click on HOW DO I SIGN UP FOR A MEET? and follow those instructions.

Q:  My child does not want to participate any more in Shockwave.  What do I do?  
A:  As long as you are not outside the dates for the commitment groups (see the PRACTICE GROUPS AND TRAINING SCHEDULE found within the GENERAL INFORMATION tab on the website home page) then the proper procedure would be to email your child's coach to explain why you wish to quit.  This policy can also be found in the SHOCKWAVE TEAM HANDBOOK (found on the website home page).
If the request is outside of the dates of the commitment group then you must submit a letter to the Shockwave Board of Directors and they will approve/ deny a request to leave the team. Submit requests through your child's coach only. 
COACH BARBARA AGUIRRE ([email protected]).

Q:  My  bill was more than I expected.  What do I do?
A:   Shockwave members will  receive a pre-billing invoice prior to the 1st of the month indicating the upcoming charges that will be on the bill for the upcoming month.  Log into your account and click on MY ACCOUNT then MY INVOICES to see every invoice in detail. Please review your itemized invoice and anything does not make sense then email the office administrator  at [email protected] 

 Q:  I have a late fee and I updated my method of payment when I received the email my payment failed.  What do I do?  
A;  If you receive an email that your method of payment fails and you update your method of payment you must notify the office administrator ([email protected]) so that the payment may be processed manually.  Updating the payment method does not process the payment.  

Q:  I don't know to pay my Shockwave bill.  What do I do?  
A:   Registering online for Shockwave creates your account.  This is how your bill is paid on the 1st of each month automatically by our online payment processor. You don't have to do a thing unless you receive an email that your payment failed. 
If your payment fails then it is your responsibility to make the necessary changes to your payment method and contact the Office Administrator at [email protected] so that the payment can be processed manually. 

 Q:  My credit card was hacked and I need to add a new card.  What do I do?
A:  Click the tab at the top of the website home page that says HELP FOR PARENTS ABOUT SWAT and click on the tab HOW DO I UPDATE MY CREDIT CARD/ACH INFO?  and follow the instructions.  The account holder cannot remove old or expired cards.  This can only be done by the Office Administrator. 

Q:  My child has to quarantine and will miss practice.  What do I do?
A:  Contact their coach.

Q:  My child has had a medical situation and needs to take a leave of absence. What do I do?
A:  Contact their coach. 

Q:  I just received an email that the Tupelo Aquatic Center has to close or that practice is cancelled and it was last minute.  I am not happy that I wasn't notified sooner.  Who do I contact?
A:  Shockwave must operate under the rules and regulations of the Tupelo Aquatic Center (they are our landlord) and we must abide by their policies and procedures. We always notify parents as soon as we receive information and try to get it out as quickly as possible.  Sometimes it may not be fast enough but it is all we can do. 

 Q:  The Aquatic Center has to close because of COVID, do I get a refund?
A: No (see SHOCKWAVE TEAM HANDBOOK on the website home page).  If there becomes a time where we will be out of the water for an extended period of time  then the Shockwave Board of Directors will make a decision and parents will be notified. 

Q:  I just don't get it and I don't have a clue about how Shockwave works.
A:   If you have exhausted the resources on the website by reading all of the information that is provided and you still cannot figure out what to do,  then contact your child's coach so they may try to direct you. 
COACH BARBARA AGUIRRE ([email protected])

Q:  I need to sign up to work a meet. What do I do?
A: Click on the meet name on the website home page, and look for the button that says JOB SIGN UP. Click that button and follow the instructions. 

Q:  Who gets the emails when I click on the CONTACT US button on the website home page?
A: Only the coaches receive these emails. 

Q:  When do I contact the office administrator vs. contacting a coach?
A:  The only time the office administrator should be contacted is if you have questions about your bill/invoice.  All other questions should be directed to the coaches. 

COACH BARBARA AGUIRRE ([email protected]

The CONTACT US button on the website home page only contacts the coaches. 

Q:  I don’t think I am getting the team emails.  What do I do?

 

A:  Check your account that you have verified the emails you entered when you registered for Shockwave.  Sometimes certain servers may block emails.and if this is the case you may need to use another email. If we do not receive notification that the email was not received then the issue is on your end and you need to fix the problem yourself.  We are able to see each account that opens or does not open emails sent within our email center. 

 

Q:  I don't understand how the season works or when Shockwave stops swimming.  What do I do?

 

A:  Shockwave is a year round swim team and we only take breaks for certain dedicated holidays.  Our "season" runs from September 1 through August 31.  We swim Short Course (25 yards) from September - March and Long Course (50 meters) April - August.  

 

Q:  What are the fees and when do I have to pay them?  Are the registration fees and USA fees one time only?  

 

A:  For online registration you are charged an Annual Registration Fee and an annual USA Swimming fee in addition to the monthly dues (which are determined by practice group).  Each September when the new season begins (regardless of when you may have registered online and joined the team) each swimmer is assessed the Annual Registration Fee and the USA Swimming Fee and billed to your account.  Both of these fees are required for membership to Shockwave.  Fees can be found under the GENERAL INFO tab on the website home page.