Troubleshooting
Quick answers when something is missing or does not look right.
Signing in
The invitation link says "invalid or has expired"
A link works once and for 7 days. Ask your coach or admin for a new one: in Settings › Members, an admin presses New link on your row. The old link stops working.
I never got the invitation email
Check spam. In some setups the app sends no email at all: the person who invited you then has the link on their screen and should send it to you directly.
My password is not accepted
It needs 10–128 characters, an uppercase letter, a number and a special character, and can't be your email address. Forgot it? Use Forgot your password?; the reset link works for 60 minutes.
Players
I don't get reminders
- Reminders only come if you haven't answered that survey yet that day.
- Push needs the phone app, Push notifications on in Settings, and notifications allowed for the app in your phone's settings. A browser gets no push.
- The survey must have reminder days and a time. Ask your coach.
- Reminders follow the club's time zone, not your phone's.
A survey is missing from Today
Today shows the surveys given to your teams. If one is missing, you may not be on that team's roster yet, or the coach has archived the survey.
I answered for the wrong day
Remove the answer in My answers and answer again, picking the right day in the Day menu (up to 7 days back).
My load looks too high
Check My answers for a session logged twice. Remove the extra one.
Coaches
A player is missing from the board
The board shows the players on the team's roster whose accounts are enabled. Check the roster, and with your admin whether the account is disabled. Players invited but not yet signed in are on the board with "No answer".
The morning survey tile shows fewer answers than I expect
It counts everyone on the roster, including players who haven't accepted their invitation yet. They can't answer until they do.
The load ratio shows a dash
A dash means "not enough history": the player has no sessions in the 21 days before the last 7. It fills in once they have been answering the session survey for a few weeks.
A player's load ratio is very low (blue)
Either they trained less than usual, or sessions are missing. A session nobody logged counts as zero. Look at the week view for empty days.
The board, charts and load ratio show nothing, although players answer
The views read answers from surveys of the kind Morning check-in or Session survey, by the question keys (readiness, rpe, duration_min…). Check the survey's kind and keys in the survey builder. See Keys.
I can't edit a survey
A coach can edit a survey they made, or one whose teams they all coach. A survey shared with another coach's team is edited by an admin.
The positions filter is missing
It appears when the team has more than one position on the roster. Type positions on the roster, spelled the same for everyone.
No ache report came, but the board shows an ache
The report goes out when the morning check-in is first sent. An ache added later by changing the answers shows on the board but sends no new report.
GPS import
"No player or jersey number column was found" or "No date column was found"
The file's column names were not recognised. Check that it has a header row, then pick the right columns by hand in the preview. See the list in GPS import.
Rows were skipped
A row is skipped when it has no player (not recognised and not picked by hand) or no readable date. Pick the missing players in Players not recognised before saving, or fix the dates and import again. Importing again replaces rows instead of doubling them.
The file is too large
The limit is 2 MB. Export one session or one day at a time.
I imported the wrong file
Delete it under Earlier imports: the import and every row it saved are removed.