If you are experiencing any issues with the app please try these steps before contacting our support desk:
Troubleshoot
Hard close the app down (making sure it isn’t still running in the background of your device)
Logging out and back into the app
Check for App updates from your respective app store
Updating the App
Like most apps, keeping it up to date ensures you are using the latest version with the latest features and bug fixes
We recommend that you ensure your device is set to ‘Automatically update apps’. Failing that, please make sure you regularly update your apps manually
Forgotten Password
If you / the athlete use the forgotten password link, you must provide the exact username and email address attached to the user account.
Otherwise, you will not receive the resulting email link (Also, please check your junk folder for the email link if you have requested one and not received it)
General Account Management Help
The following tools are for users with the 'Club Administrator' user permission.
Go to System > Manage users
To remove user accounts (prevent a user logging in) go to System > manage users > find the user in question from the list and click the deactivate link below the green light. This will then turn red and hide that user from the list.
TIP: A good tip to help locate users is to use a browser search function. On windows you hold Ctrl and press F, with Mac it is Command and F.
This then allows you to search the page for keywords i.e. the users name in this case.
I would recommend you also remove the user from the teams they are associated with (assign players/staff to teams). In often cases organisations have a ‘past players team’ or similar that they assign departing players to. This allows them to access any data they may need to use in future such as medical.
Deactivated accounts can be seen by clicking the Show Inactive accounts button. You can reactivate accounts by clicking the reactivate link below the red light.
Reset a Password
You have 2 ways of resetting a password:
1. Manual reset:
Find the user account in System > Manage Users
Click the Edit option on the right hand side which will redirect you to either the Manage Staff or Manage Player page dependent on account type.
Check the option to update account > manually create a password and notify the user.
2. Welcome Email:
Find the user account in System > Manage Users
Click the link /text 'Send Welcome Email'. This will email the address you can see on the user account with a link that allows the user to create their own password. The email contains the username. The link in the email expires after 24 hours so please inform the person to activate it before then or another will be needed.
Troubleshooting
Below is a list of common issues that can be easily rectified by club administrators:
Users cannot log in
Make sure the user is assigned to at least one team and their user account is not locked out.
Locked out accounts can be seen in System > Manage Users > simply find the user in the list > the locked-out check box will be checked > click the unlock text to unlock.
In this case, you may also want to change their password by manually creating one (edit option on the right > enter manual password in the update account details section of the wizard).
OR you can use the send welcome email option (found on the left-hand side of the manage users table). This sends an email (to the address you used on creation of the user) allowing him/her to set up a new password.
The User has been archived
Go to either system > manage players or system > manage staff to check the user hasn't been archived.
You will see this by either a Red or Green Traffic Light at the side of their name.
You can Restore accounts by clicking the cog on the person and clicking Restore.
I cannot see a user account on System > Manage Users
Make sure the user has an account > you can check this by searching the user in manage staff/player pages and clicking edit on the cog wheel.
Make sure you click the ‘Show Inactive Users’ option at the top right to check a user has not been deactivated.
A user is not receiving the welcome email
Check the address on their user account is correct.
Ask the recipient to check their Junk or Spam folders.
Contact The Sports Office (on the below contact details) who can check our email tracking service for issues. Please be aware that we can only control sending the email from our server, some email servers may block the email from arriving which is out of our control.
If you are still experiencing issues please contact The Sports Office on the following Support Channels:
Clients using PMA - PMAsupport@pma.premierleague.com
Clients using IRFU - IRFUSupport@thesportsoffice.com
All other systems - supportdesk@thesportsoffice.com
or call
0330 058 0303
Lines are open Monday to Friday 8:30am - 4:30pm GMT)
If you are using our support service, please provide as much detail as possible to the exact issues you are having, if anyone is having the same issues and the steps you have followed in finding an issue. This will save everyone time in finding the fault and getting a fix deployed live.
In some cases, your device and app version details are required. These can be found in the More Area > About on the app