You reach the Support Centre from the menu or from the Support card on the Home page. You open a request with “New request”.
Choosing the subject
- Account / Licence
- Questions about your account and licences. You do not need to choose a tournament; the request goes straight to platform support. The Support Centre links on Licence Detail open the form with that licence.
- Bug, Suggestion, Request, Complaint, Other
- Topics about a tournament. You choose the tournament the request is about; for that you need a role in the tournament (tournament officer, referee manager, referee or team manager). The request goes to tournament management first and can be forwarded to platform support if needed.
Making your request clear
- Describe the subject and what happened briefly; attach a screenshot if needed (up to 3 files).
- “Add system information” adds the platform version, your browser, operating system, device and the page address to the request.
- The number of requests you can keep open at the same time and the number of new requests per day are limited.
Where are the replies?
You see the replies inside the request in the Support Centre. When platform support replies or your request is forwarded, a notification also arrives in My Notifications (unless the “Support requests” type is fully turned off under Preferences). The number next to Support Centre in the menu and the “New Reply” mark in the request list do not depend on your notification preferences: they show replies you have not opened yet in requests you can see, and go down when you open the request. The request moves through Open → Under review → Waiting for your reply → Resolved → Closed; if you see “Waiting for your reply”, write a reply. Replying to a resolved request reopens it; to write to a closed request, reopen it first.