Troubleshooting

These are the problems people report most often, and what to try before contacting us. If a fix here doesn't work, raise a ticket.

I can't log in#

Most login problems come down to one of the causes below.

Email not verified#

What you see: you've just signed up, and logging in keeps taking you to the email verification screen.

Why: you need to click the verification link we emailed you before you can log in.

What to do:

• Check your spam or junk folder for an email from noreply@prodemy.app.
• Click Resend verification email on the login page or the verification page.
• If the email still doesn't arrive, your address may have been mistyped when you signed up. Register again with the correct address.

Wrong password#

What you see: the login page won't accept your password.

What to do:

1. Click Forgot password? on the login page.
2. Enter your email address.
3. Open the reset email and click the link. It expires after 1 hour.
4. Choose a new password. It needs at least 8 characters, including 1 uppercase letter and 1 number.

Capital letters don't matter in your email address, but they do matter in your password.

Role conflict error#

What you see: a "Role conflict" message while signing up or logging in.

Why: you're trying to create or switch to a role that clashes with an account that already exists:

• A Coach or Club Owner account can't use the same email address as a Parent or Student account.
• A Parent or Student account can't be converted into a Coach or Club Owner account.

This keeps one email address from being both a caregiver and a service provider on the platform.

What to do: if you genuinely need both — for example, you coach at one club and are also the parent of a student at another — raise a ticket. We'll set up a second account for you under a different email address and link the two where needed.

Google OAuth gave me the wrong role#

What you see: you signed up with Google, accidentally skipped choosing your role, and ended up in a generic account.

What to do: raise a ticket with your email address and the role you meant to choose, and we'll fix it.

Two-factor authentication is blocking me#

What you see: you turned on two-factor authentication (2FA) and now can't get past the code step.

What to do:

• Didn't get the text message code? Check that the phone number on your account is correct, wait a minute, then request a new code. Codes expire quickly.
• Authenticator app code rejected? These codes depend on the time, so make sure your phone's clock is set to update automatically from the network. If it's off by more than about 30 seconds, codes will fail.
• Lost your phone or your authenticator app? Enter one of the backup codes you saved when you turned on 2FA.
• Used up your backup codes too? Raise a ticket. Once we've verified your identity, an admin can reset 2FA on your account so you can log in and set it up again.

Two-factor authentication applies when you sign in at prodemy.app and in the installed web app.

I don't remember my email#

What to do: try Forgot password? with both your work and personal email addresses. If we have an account under one of them, the reset email will arrive. If neither works, raise a ticket with your name and roughly when you signed up.

I don't see my club / child / class#

What you see: a club, child, or class is missing from your dashboard. It almost always comes down to one of these causes.

Wrong club tab#

If you belong to more than one club, your dashboard only shows the club whose tab is selected. Parents will find the club tabs under the child switcher; students and coaches will find them at the top of the dashboard. Click the tab for the club you want.

Wrong child selected#

Parents: check the child switcher at the top of the page. The child currently selected is highlighted. Switch to the child you're looking for.

Membership not yet approved#

If you've just asked to join a club, your membership stays pending until the club owner approves it. Until then you won't see that club's classes or tournaments, and you should see a pending banner on your dashboard. Once you're approved, refresh the page and everything will appear.

Parent-child link not yet accepted#

If you've just added a child with Link existing student, the link stays pending until the student accepts it. Once they do, the child appears in your child switcher.

Cache or stale session#

• On the web, do a hard refresh: Cmd+Shift+R on a Mac, or Ctrl+Shift+R on Windows or Linux.
• On your phone, pull down to refresh, or close the app completely and open it again.

Recently suspended club#

If an admin has suspended your club, you still have access as a member, but new enrollments are blocked and you'll see a red banner on the club's pages. Contact your club owner, or raise a ticket, to find out why.

I'm stuck on a "Review our Terms" screen#

What you see: a screen titled "Review our Terms of Service & Privacy Policy" (or "Our terms have been updated"), and every attempt to open your dashboard brings you back to it.

Why: Prodemy asks every account to accept the Terms of Service and Privacy Policy the first time you sign in after they're published, and again after any significant update. This screen is a requirement, not a banner you can dismiss — until you press "Accept and continue", you'll keep coming back to it. That's how it's meant to work; it isn't a bug.

If pressing Accept doesn't move you on:

• Look for an error line on the screen, such as "Network error…" or "Something went wrong…". Either one means your click didn't reach us. Check your internet connection and press the button again.
• Do a hard refresh of the page and try again.
• If you keep landing back on the screen even after accepting successfully, log out completely and log back in. That starts a fresh session with your acceptance recorded.

You can always log out from this screen. For more on our policies, see Policies & Safety.

A class I expect isn't in the list#

What you see: a class you expect isn't in your class list. The usual causes, most likely first:

1. A filter is hiding it. The class list has a filter bar (Location, Day, Level, Coach, Club, Enrollment) and a search box. If your filters hide everything, the page says "No classes match your filters" — clear them. A Day filter left switched on is the usual reason someone says "I can't see the Sunday classes."
2. Your membership is still pending. A club's classes don't appear until the club owner approves your membership. Under My Clubs in the sidebar you'll see a Pending badge. Nobody at Prodemy can approve it for you, so please contact the club.
3. You're on the wrong tab. Available lists classes you can join; My classes lists the ones you're already in.
4. The wrong child is selected (parents). The Available list is shown per child, so check the child switcher.
5. The class has ended. Ended classes move to the archived view.
6. The club is suspended. A suspended club's content disappears across the platform until it's reactivated.

Video upload failed or won't play#

Upload failed#

What you see: your video won't finish uploading.

What to check:

• The file size — the maximum is 200MB.
• The length — the maximum is 5 minutes.
• The format — only MP4, MOV, or AVI files are accepted.
• Your internet connection — slow networks sometimes time out partway through.
• Try a different browser, or a desktop computer if you're on your phone.

If your video meets all of these and still fails, raise a ticket with the file's name, size, length, and format, and we'll look into it.

Video won't play#

What you see: a video uploads but won't play.

What to do:

• Give it a minute. Newly uploaded videos sometimes need time to be processed before they can play.
• Try a different browser.
• If you're on a restricted work or school network, it may be blocking our video delivery service (Cloudinary). Try on your phone using mobile data instead.

Payment failed#

Card declined#

What to check:

• The card hasn't expired.
• The billing address on the card matches what you entered at checkout.
• You have enough available credit or balance.
• If none of that helps, try a different card.

ACH rejected#

What you see: a bank (ACH) payment was rejected.

Why, and what to do:

• Verifying a bank account with small test deposits takes 1–3 business days. If this is the first time you've used this bank account, verification may not be finished yet.
• The most common cause is a wrong account or routing number. Re-enter them carefully.

Payment stuck in "Processing"#

What you see: a bank payment has shown "Processing" for several days.

Why: bank (ACH) payments take 3–5 business days to clear. While they clear, the payment shows as "Processing", but your class or enrollment is provisionally active in the meantime.

What to do: if it's been more than 5 business days, raise a ticket.

My card was charged but the status still says pending#

Why: Stripe, our payment processor, can take up to an hour to confirm a charge back to Prodemy.

What to do: if it's been more than an hour and the status still says pending, raise a ticket and include your payment ID.

Auto-lock kicked in but I paid#

What you see: you've paid, but your dashboard is still locked.

Why: the confirmation from Stripe, our payment processor, hasn't reached us yet.

What to do:

• Wait 5–10 minutes, then refresh.
• If it's still locked after 15 minutes, log out and log back in.
• If it's still locked after that, raise a ticket with your payment ID and the lock message you're seeing. Your account should unlock within minutes of a successful charge, so this is rare, and we look into it quickly.

If you paid offline, the lock stays in place until your club owner confirms they've received the payment. That's normal and can take a day or two depending on the club.

Pages that stay accessible even when locked#

• Payments
• Settings
• Payment Methods

So you can always pay to unlock your account. Email and notifications keep working too.

Phone / installed-app issues#

Prodemy on a phone is our website plus the installable web app — there is no Prodemy app in the Apple App Store or Google Play. If anyone tells you to "update from the App Store", that advice is out of date: there's nothing to update there. See Install Prodemy on your phone.

White screen / won't load#

What you see: the app opens to a blank white screen or won't load.

What to do:

• Close the Prodemy window completely and reopen it from the icon on your home screen.
• Pull down to refresh, or open https://prodemy.app in your phone's browser to check whether the site itself is reachable.
• Check your internet connection.
• Still stuck? Log out (if you can reach the menu) and log back in.
• The installed app updates itself from the web — you never need to install a new version by hand. If it looks out of date, close it completely and reopen it to pick up the latest version.

Logged out unexpectedly#

Why: sessions expire after a long period of inactivity.

What to do: log back in. If it happens often (every day or more), raise a ticket so we can look into your session activity.

Push notifications not arriving#

Why: on a phone, push notifications come through the installed web app, so Prodemy needs to be installed to your home screen first.

What to do:

• To get push notifications on your phone, install Prodemy to your home screen (see Getting Started) and tap Enable on this device. On an iPhone, push notifications only work once Prodemy is installed and opened from the home-screen icon — not in a Safari tab.
• If you've installed it and still get nothing, check your phone's notification settings to make sure Prodemy is allowed to send notifications, and confirm that you tapped Enable on this device inside the app.
• Push notifications on a phone come from the installed web app — that's the supported way to get them. In-app and email notifications work everywhere, whatever device you use.

Installing Prodemy as an app didn't work#

• No install prompt on Android? Scroll or tap around the page for a moment — Chrome waits until you've interacted with a site — then open the ⋮ menu and look for Install app. Installing is also blocked in private or incognito windows.
• On an iPhone: you must use Safari, because Chrome and Firefox on iOS can't install web apps. Tap Share, then Add to Home Screen.

A QR check-in won't go through#

• Nothing happens, or you see "not found": you must be signed in, and check-in is only open during the session's check-in window, which opens shortly before the start and closes at the end. Outside that window, the page won't let you check in.
• It says the session is closed: the coach has already finalized the attendance list, which locks any further check-ins. Ask your coach to mark you present.
• Scan the code with your phone's normal camera. You don't need a special scanner inside the app.

Attendance marking on mobile#

What you see (coaches): the date picker on the attendance form behaves oddly — showing the wrong date or time, for example.

Why: attendance records use your phone's local time.

What to do: make sure your phone's date and time zone are set correctly.

Drill or skill issues#

I can't find today's drill#

What to check:

• You're on the right club tab.
• Today isn't set as a rest day in your weekly focus.
• If you're a cricket student, today may be a skill-choice day — the drill only appears after you pick Batting, Bowling, or Fielding.
• Do a hard refresh, or close the app completely and reopen it.

My skill level is wrong#

What to do:

• Go to Settings, then My skill level, and change it.
• If your coach set your level, you'll see "Level set by Coach [Name] on [Date]". You can't override a level your coach has set, so message your coach to talk it over.

Coach feedback isn't appearing#

Why: coaches review videos on their own schedule. Most respond within 48 hours.

What to do:

• Check your Videos page. Each coach you shared with has their own status there, showing "pending" or "reviewed".
• If it's been more than a week, message the coach or the club owner.

Drill completion rejected by parent without a reason#

Your parent can reject a drill you've marked complete, and they're expected to add a reason when they do. If they didn't, ask them to send you a note explaining why. If it keeps happening, talk with them directly about what they expect before approving a drill.

Calendar sync broke#

Events not appearing in Google Calendar#

What to do:

• Reconnect your Google account: open Settings, then Calendar sync, and click Reconnect Google.
• Check that syncing is actually turned on for the right account.
• Syncing is close to real time, so if an event was created in the last minute, wait a little and refresh.

Apple or Outlook calendar not refreshing#

Why: Apple and Outlook calendars read a subscription feed from us that refreshes every 15 minutes, and they can't change anything on Prodemy.

What to do:

• If the event was created less than 15 minutes ago, wait for the next refresh.
• If the calendar is completely blank, copy the subscription link again from Settings, then Calendar sync.

Broadcast didn't reach everyone#

What you see (club owners and coaches): you sent a broadcast and some people didn't receive it.

Why, and what to check:

• Your audience targeting may be narrower than you thought. For example, "U-13 only" leaves out U-11 and U-15.
• People whose membership has ended don't receive broadcasts.
• People who turned off email for broadcasts only see the in-app version.
• For text messages: someone only gets a text if their own SMS setting allows it and platform policy permits that type of message. So even though text messaging is live, not every recipient will get an SMS.

To see exactly how each recipient was reached, open the Broadcasts page, click the sent broadcast, then click Delivery stats.

Role change is blocked#

What you see: an error when you try to change your role in Settings.

The only owner of an active club#

Why: you're the only owner of an active club. Changing your role would leave the club with no owner.

What to do:

• Add another club owner first by inviting them to your club with the Club Owner role. Once they've joined, you can change your role.
• Or transfer the club to another person. An admin has to help with this, so raise a ticket.

Other role conflict errors#

See Role conflict error under "I can't log in" above.

I'm being asked to re-verify my email#

Why: this happens when you change your email address in Settings. The new address has to be verified before it becomes active. Until then, you can still log in with your old address.

What to do: if you're being asked to re-verify but you haven't changed your email, that's unusual — please raise a ticket.

Someone says they messaged me but I don't see it#

What to check:

• You're on the right club tab, if the message came from someone at a particular club.
• Open the Messages page directly. Unread counts update in real time, but also check the conversation isn't muted — a muted conversation won't notify you or add to your unread count.
• If the sender is a student, they can't send you a direct message under our messaging rules. Their parent may have sent it instead, or it may be in a class or team group chat. Check there.

I accidentally rejected a drill / nutrition / attendance and want to undo#

Drill or nutrition rejection#

Ask the student to submit it again from their dashboard. It will come back into your verification queue, and you can approve it this time.

Attendance#

You can edit an attendance record for 24 hours after it's saved. Click the record, click Edit, change the status, and save. After 24 hours the record is locked, and you'll need to raise a ticket.

I accidentally deleted my account#

Why you may be able to undo it: account deletion has a cooling-off period before it takes effect:

• User accounts: 7 days.
• Club accounts: 14 days.

What to do: during the cooling-off period, log in and you'll see a banner at the top of the page. Click Cancel deletion to reverse it.

After the cooling-off period ends, the account is hidden for a further 30 days before it's permanently removed. If you realize you want it back during those 30 days, raise a ticket urgently. We may be able to restore it, but we can't guarantee it.

Talking to a human — raising a ticket#

The support chatbot answers questions from this help center. It can't see your account, your payments, or your club's records, and it can't make changes for you. When you need a person:

Raise a ticket at https://prodemy.app/contact.

Tell us your role, your club, exactly what you were trying to do, any error message you saw, roughly when it happened, and what you've already tried. A person on our team reads every ticket and replies by email. There's no live chat with a person, and the chatbot can't open a ticket for you.

For anything about your specific club — when classes start, why your membership hasn't been approved yet, a refund decision, a question about fees — your club owner is the right first contact, not Prodemy. Prodemy runs the platform; each club sets its own schedule, prices, and policies.

General tips#

Hard refresh#

Press Cmd+Shift+R on a Mac, or Ctrl+Shift+R on Windows or Linux. This clears your browser's stored copy of the page and reloads it, and fixes about 80% of "the page is showing old information" problems.

Log out and back in#

Sometimes your session gets out of step with our servers. Logging out and back in gives you a fresh start.

Check status of known deferrals#

A quick status check on things people often ask about:

• Text messages (SMS) — live, subject to your own SMS setting and platform policy.
• Push notifications — live through the installed web app. That's how push works on a phone; there's no separate app-store app.
• Two-factor authentication — live. It's optional for most people, but some roles (club owners and admins) can be required to set it up. If that applies to you, you'll be prompted when you log in and won't be able to skip it.
• Signing up with a text-message code on your phone — still planned and not yet available. Please sign up with email or Google.

If you're expecting push notifications from a native app and they aren't arriving, that's the reason — install the web app to get push notifications today.

If this doesn't help#

Raise a ticket. The more specific you can be, the faster we can help. Please include:

• Your role and, if it applies, your club.
• Exactly what you were trying to do.
• The error message you saw, or a screenshot.
• Roughly when it happened.
• What you've already tried from this guide.

A person on our team reads every ticket and replies by email. There's no live chat with a person.