Troubleshooting#

The top issues users report, and what to try before raising a ticket. If the fix here doesn't work, head to /contact.

I can't log in#

Most login failures come down to one of these.

Email not verified#

If you recently signed up, you have to click the verification link we emailed before you can log in. Login redirects to the verification screen if your email isn't verified.

• Check your spam folder for email from noreply@prodemy.app.
• Click "Resend verification email" on the login or verification page.
• If it still doesn't arrive, your email address may have a typo — re-register with the correct one.

Wrong password#

• Click "Forgot password?" on the login page.
• Enter your email.
• Open the reset email and click the link (1-hour expiry).
• Pick a new password — min 8 chars, 1 uppercase, 1 number.

Email matching is case-insensitive, so capitalization doesn't matter there. Passwords are case-sensitive.

Role conflict error#

If you see "Role conflict" during signup or at login, you're trying to create or switch to a role that conflicts with an existing account:

• A Coach or Club Owner account cannot be the same email as a Parent or Student account.
• A Parent or Student account cannot be converted to a Coach or Club Owner.

This prevents one email from being both a caregiver and a service provider on the platform. If you genuinely need to be both (e.g. you're a coach and also a parent of a student at another club), raise a ticket — we'll set up a second account for you under a different email and link where needed.

Google OAuth gave me the wrong role#

If you signed up via Google and accidentally skipped the role selection, you may have landed in a generic account. Raise a ticket with your email and your intended role — we'll fix it.

I don't remember my email#

Try both your work and personal addresses with "Forgot password?" If we have the account on file, the reset email will arrive. If not, raise a ticket with your name and approximate signup date.

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

Data visibility issues almost always trace to one of:

Wrong club tab#

If you have multiple clubs, the dashboard is scoped to the active club tab. Check the tab row under the child switcher (for parents) or at the top of your dashboard (for students and coaches). Click the right club tab.

Wrong child selected#

Parents — check the child switcher at the top. The active child is highlighted. Switch to the right one.

Membership not yet approved#

If you just requested to join a club, you're in PENDING status until the club owner approves. You won't see classes or tournaments for that club yet. You should see a pending banner on the dashboard. Once approved, refresh and everything appears.

Parent-child link not yet accepted#

If you just added a child via "Link existing student," the link is pending until the student accepts. Once they accept, the child appears in your switcher.

Cache or stale session#

• Web: hard refresh with Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux).
• Mobile: pull down to refresh, or quit and reopen the app.

Recently suspended club#

If your club was suspended by admin, you still have membership access but new enrollments are blocked. You'll see a red banner on the club's pages. Contact the club owner or raise a ticket to understand the cause.

Video upload failed or won't play#

Upload failed#

• Check the file size. Max 200MB.
• Check the duration. Max 5 minutes.
• Check the format. MP4, MOV, or AVI only.
• Check your internet connection — slow networks sometimes time out.
• Try a different browser or the mobile app.

If all conditions are met and it still fails, raise a ticket with the file details (name, size, duration, format) and we'll investigate.

Video won't play#

• Give it a minute — newly uploaded videos sometimes need time to transcode.
• Try a different browser.
• If you're on a restricted corporate or school network, the video CDN (Cloudinary) may be blocked. Try on your phone over cellular.

Payment failed#

Card declined#

• Check the card isn't expired.
• Check the billing address on the card matches what you entered at checkout.
• Check you have available credit / balance.
• Try a different card.

ACH rejected#

• Micro-deposits take 1–3 business days to verify. If the charge is the first use of a bank account, verification might not be complete yet.
• Wrong account or routing number is the most common cause of ACH rejection. Re-enter carefully.

Payment stuck in "Processing"#

ACH payments take 3–5 business days to clear. During that time the payment shows as "Processing" but the class or enrollment is provisionally active. If it's been more than 5 business days, raise a ticket.

My card was charged but the status still says pending#

Stripe sometimes takes up to an hour to confirm a charge back to Prodemy. If it's been more than an hour and the status is still pending, raise a ticket with your payment ID.

Auto-lock kicked in but I paid#

If your dashboard is still locked after you paid, the Stripe webhook hasn't fired yet.

• Wait 5–10 minutes and refresh.
• If still locked after 15 minutes, log out and log back in.
• If still locked, raise a ticket with your payment ID and the lock message you see. Auto-unlock should be within minutes of charge success, so this is a rare edge case we investigate quickly.

For offline payments, auto-lock stays on until the club owner confirms receipt. 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 your way out. Email and notifications still work too.

Mobile app issues#

White screen / won't load#

• Force-quit the app and reopen.
• Make sure you have the latest version from the App Store (iOS) or Play Store (Android).
• Check your internet connection.
• If the issue persists, log out (if you can reach the menu) and log back in.

Logged out unexpectedly#

Tokens can expire after long periods of inactivity. Log back in. If it happens often (daily or more), raise a ticket — we can look at your session patterns.

Push notifications not arriving#

Current status: push notification delivery is wired in the mobile app but actual FCM/APN delivery is logged-only right now. Nothing pushes to the device yet. This is planned to go live in a future release.

So if you're not getting push notifications on your phone, that's expected — not a bug. In-app and email notifications work as designed.

Attendance marking on mobile#

If you're a coach and the date picker on the attendance form behaves oddly (wrong date, wrong time, etc.), make sure your phone's date and timezone are set correctly. Attendance records use your phone's local time.

Drill or skill issues#

I can't find today's drill#

• Check you're on the right club tab.
• Check today isn't a configured rest day in your weekly focus.
• For cricket students, check if it's a skill-choice day — the drill only appears after you pick Batting / Bowling / Fielding.
• Hard refresh / quit and reopen.

My skill level is wrong#

• Go to Settings → My skill level → change.
• If your coach set the level, you'll see "Level set by Coach [Name] on [Date]" — you can't self-override a coach-set level. Message the coach to discuss.

Coach feedback isn't appearing#

• Coaches review on their own schedule. Most respond within 48 hours.
• Check your Videos page for per-coach status — each coach has their own "pending / reviewed" status.
• 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 drills. By design they're supposed to add a reason. If they didn't, ask them to send a note explaining. If this happens repeatedly, discuss verification expectations with them directly.

Calendar sync broke#

Events not appearing in Google Calendar#

• Re-authenticate via Settings → Calendar sync → "Reconnect Google."
• Check that sync is actually enabled for the right account.
• Sync runs on a near-real-time basis — if an event was created in the last minute, wait a bit and refresh.

Apple or Outlook calendar not refreshing#

• These are read-only .ics feeds with a 15-minute refresh cycle. If an event was created less than 15 minutes ago, wait.
• If the feed is completely blank, re-copy the subscription URL from Settings → Calendar sync.

Broadcast didn't reach everyone#

If you sent a broadcast as a club owner or coach and some recipients didn't get it:

• Check your audience targeting. The target might be narrower than you think (e.g. "U-13 only" excludes U-11 and U-15).
• Recipients with TERMINATED membership don't receive broadcasts.
• Recipients who turned off email for broadcasts only see the in-app version.
• SMS delivery is currently logged-only (planned), so SMS recipients won't actually receive texts yet.

On the Broadcasts page, click a sent broadcast → "Delivery stats" to see per-recipient channel results.

Role change is blocked#

If you try to change your role in Settings and see an error:

"SOLE_CLUB_OWNER"#

You're the only owner of an active club. Transferring your role would leave the club without an owner. Options:

• Add another club owner first (invite them to your club with Club Owner role). Then you can change your role.
• Transfer the club to another user. This is an admin-assisted action — raise a ticket.

Other role conflict errors#

See the "Role conflict" section under login issues above.

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

This happens if 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 the old address.

If you're asked to re-verify but haven't changed your email, that's unusual — raise a ticket.

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

• Check if you're in the right club tab (if the sender is from a specific club).
• Check the Messages page directly — the unread badge on the nav may take 30 seconds to update.
• If the sender is a student, they can't DM you (per the permission rules). Their parent may have sent the message. Check with them.

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

Drill or nutrition rejection#

Ask the student to re-submit from their dashboard. Pending items re-enter your verification queue and you can approve this time.

Attendance#

You have a 24-hour edit window on attendance records. Click the record → "Edit" → change the status → save. After 24 hours the record is locked and you need to raise a ticket.

I accidentally deleted my account#

Account deletion has a cool-off period:

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

During cool-off, log in and you'll see a banner at the top. Click "Cancel deletion" to reverse it.

After cool-off, the account is soft-deleted (hidden) for 30 more days before permanent removal. If you realize you want to recover within those 30 days, raise a ticket urgently — we may be able to restore, but it's not guaranteed.

General tips#

Hard refresh#

Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows/Linux). Clears local cache and reloads. Fixes 80% of "UI shows old data" problems.

Log out and back in#

Sometimes your session state gets out of sync with the server. Logging out and back in forces a fresh state.

Check status of known deferrals#

These features are logged-only today and planned to go live later:

• Push notifications (Expo push wired; FCM/APN delivery planned).
• SMS notifications (Twilio wired; delivery planned).
• Mobile OTP signup (planned).

If you're expecting one of these and it's not working, that's why.

If this doesn't help#

Raise a ticket at https://prodemy.app/contact. The more specific your description, the faster we can help. Include:

• Your role and (if applicable) your club.
• The exact action you were trying to take.
• The error message you saw (or screenshot).
• The time it happened (roughly).
• What you've already tried from this guide.

Tickets are read by a human and replied to by email. There is no live chat with a person.