It could be they were not in the live space when pairings went up. Chess.com will not pair you if you are outside of 'live' when it's time to start.
Four players not paired in first round
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On Tuesday our club had a Swiss with 15 players. This means the first round should have 7 matches and one bye. Instead, we had 5 matches, one bye, and 4 players didn’t get a match. A dash, "-", appeared for them. They complained on the tournament comments about this.
Why did this happen? Is it something they did to be disqualified for the first round? They were there well before the tournament started. How do players avoid this in future swiss tournaments?
the link to the Swiss is https://www.chess.com/tournament/live/tri-state-chess-club-2022186