Waitlists help you capture demand when a registration fills up, while still giving your club control over who gets the next available spot and when. When used well, waitlists reduce “dead ends” for families and make it easier for admins to backfill spots as cancellations happen.
This article covers best practices for setting up, approving, and communicating with waitlisted families.
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1. When to Use a Waitlist
A waitlist is most effective when:
A registration has a true capacity limit (space, staffing, facility constraints)
You expect last-minute churn (cancellations, roster changes)
Demand is high and you do not want families to hit a hard stop
If you do not plan to offer additional spots under any circumstances, consider leaving waitlists off to avoid creating false expectations.
2. Set Up Waitlists the Right Way
Waitlists are enabled at the registration level, on the Max Capacity step. A waitlist only works when a Total Max Capacity is set.
Enable a registration waitlist:
Navigate to Programs in the left navigation menu.
Select a Program, then click into the Registration you want to enable a waitlist for.
Click on the Max Capacity tab.
Enter a Total Max Capacity, select Enable Waitlist, and click Save.
Best practice:
If you are using a waitlist, also consider using the “spots remaining” message so families understand availability is changing as capacity fills.
3. Use a Consistent Approval Workflow
When a spot opens, the best practice is to approve the next eligible waitlisted player using the Registration Waitlist tool rather than manually telling families to try again later.
Approve players from a waitlist:
Navigate to Programs >> Registration Waitlist in the left navigation menu.
Select the player(s) using the checkbox next to their name.
Use filters at the top to filter by Program and/or Registration, then click Search to narrow the list.
Click Open Registration.
Adjust the Special Registration window, add a Note for each player if needed, and click Open.
What this does:
It opens a time-bound registration window for those approved players to complete registration.
Best practice:
Keep your approval notes consistent (for example, “Approved from waitlist on Jan 10 due to cancellation”) so the team has a reliable audit trail later.
4. Set a Clear Registration Window
When you approve a waitlisted player, you can adjust the Special Registration window. This window determines how long the family has to complete registration.
Best practices:
Use a shorter window for high-demand programs so spots do not sit unused.
Use a longer window when families need time to coordinate schedules, payment, or transportation.
If the program start date is close, keep the window tight and communicate urgency clearly.
5. Notify Approved Waitlist Players Promptly
Approving a player opens access, but families still need to know the spot is available. Notifying them is optional, but it is strongly recommended.
Notify approved waitlist players:
Navigate to Programs >> Registration Waitlist in the left navigation menu.
Toggle to the Approved tab at the top.
Select the player(s) using the checkbox next to their name.
Click Notify Player(s) at the bottom.
Craft your notification email and click Send.
Tip: Use Sprocket’s Email Assistant
Above the email body, click “Do you want assistance writing this email?” and enter a prompt to quickly generate a clear message.
Best practice messaging should include:
That a spot has opened
The deadline for completing registration (the special window)
What to do next (log in and complete registration)
Any key program details (dates, location, schedule) if families may be deciding quickly
6. Keep Capacity and Waitlist Expectations Aligned
To avoid confusion and extra support requests:
Do not approve more players than you can actually accommodate.
If multiple families are approved at once, set expectations that completion is first-come, first-served within the approval window, if that is your club’s policy.
If you are unsure about capacity by group (birth year, gender, team), consider using Advanced Capacity Settings to prevent overfilling a specific cohort.
7. Track Outcomes and Reduce Drop-Off
Waitlists are only valuable if approved families complete registration.
Best practices:
Notify approved players quickly after opening spots.
Use clear time windows and deadlines.
If you have Incomplete Registration Emails enabled, make sure your reminder messaging matches your waitlist policies and timelines.
Summary
Managing waitlists effectively comes down to three habits:
Enable waitlists at the registration level with clear capacity limits.
Approve players through Programs >> Registration Waitlist using special registration windows.
Notify approved players quickly with a clear deadline and next steps.
This approach keeps your registrations full, reduces back-and-forth with families, and gives your club a consistent process when demand is higher than available spots.
Frequently Asked Questions
Why are families not able to join the waitlist?
A waitlist only works when a Total Max Capacity is set and Enable Waitlist is selected at the registration level.
Does approving a waitlisted player automatically notify them?
No. Approving a player opens access, but you should use Notify Player(s) to send a notification email.
How long should I leave a Special Registration window open?
The window length depends on demand and timing. High-demand programs may require shorter windows, while others may allow more time for families to coordinate.
What happens if an approved family does not complete registration?
If the Special Registration window expires without completion, the spot remains unfilled and can be offered to another waitlisted player.