Troubleshooting and FAQ

Confirm your active Profile, Club and Team Membership. Ask a Director or Custodian to check your role and Team access. A Player may have a primary Team and a separate borrowed Membership.

Check the Package limit and the active Profile. A limit may apply to primary Players, non-Player Profiles, Teams or Plans. Do not create a duplicate record to work around a limit.

Check the selected Season. Archived Seasons remain available for viewing, but new Teams, Events, Reviews and Players can only be created in an Active Season. Select an Active Season from the Season selector, then try again. See Work in an archived Season.

Check the email address, junk folder and notification preferences. Ask the sender to confirm the invitation or related record. A Club administrator may need to resend the invitation.

Use Reset your password. A reset does not remove Profiles or change your permissions.

Pending means the Attendance request is waiting for a response. Not Sent means the request has not been sent. Attending and Not Attending are confirmed responses.

A Plan is pending or approved. A Coach can edit a returned Plan after a Director or Custodian chooses Return for changes. To make a new version of an approved Plan, use Replicate a Plan.

The Review must be approved and then released. Release can be performed by a Coach, Director or Custodian. The Player must also use the correct active Profile.

Review Periods are configurable stages used to organise Reviews within a Cycle. Each Club chooses the period names, order and cycle labels that fit its process. They do not have to follow a fixed number or naming convention.

As an example, a cycle maybe defined as the season (say 2026) with further periods below that: T1 (Term 1), T2, T3 and T4. A players progress can then be tracked through that season.

The Event must be a Game with Tracking enabled. You also need access to the Event's Team. Ask a Director or Custodian whether Tracking is available for the Club.

Only active Club-wide tasks are available when adding tasks to an Event. Ask a Custodian or Director to open Customise > Tasks and check that the task is Active and belongs to the current Club.

A Club-wide task cannot be deleted after it has been used on an Event. Leave it inactive to prevent it being added to future Events, or edit its title, description or category for future reference.

An Event task must be Published before its assignment notification is sent. Draft tasks do not notify the assigned person. After publishing, check the assigned Membership, the recipient's notification preferences and the Event's visibility.

Check that the Plan is approved, shared or visible to your active Profile, and compatible with the Event's Team. A private Plan may not be available to other Coaches.

Check the Player, Team or Club scope, filters and date range. Confirm that Attendance or Game records exist and that your active Profile can access them.

Record the page, action, approximate time, active Profile and a short description of what you expected and what happened. Include a screenshot only after removing names, email addresses and other personal information. Do not send passwords or payment details.

• Switch your active Profile.
• Check Team and Player access.
• Review Attendance states.
• Check Plan approval.
• Check Review release.
• Review Package limits.
• Manage Seasons.