Support
Need Help?
Find the right guide, review common troubleshooting steps, or send a support request to the team.
Starter Guides
Guided Troubleshooters
Start with the most common fixes before opening a support request.
Google login fails or loops back to sign-in
Use this when users see OAuth/token exchange errors or repeated sign-in required.
- Start from /login and click Continue with Google once.
- Complete Google consent in the same browser session and allow the callback redirect.
- If failure persists, retry in a fresh tab and avoid multiple concurrent login tabs.
- If still failing, open support with route + UTC + exact error text.
Application submit fails on /join
Use this when registration errors occur repeatedly.
- Confirm required fields are complete: contact info, service details, and player profile fields.
- If USA Hockey is required, verify number format before submit.
- Submit once and wait for redirect; avoid rapid repeat submissions.
- If still blocked, send support with error code and attempt UTC.
RSVP not persisting
Use this when RSVP looks saved but does not appear in event/card/calendar views.
- Set RSVP from /events and confirm immediate status change on the card.
- Reload /events and /calendar to verify persistence.
- If missing, capture event title and UTC when RSVP was submitted.
- Escalate with support diagnostics including route and event ID/title.
Mobile says signed in but not authorized
Use this when approved users are incorrectly gated in mobile HQ.
- Confirm the account is approved on web and can access /player.
- Sign out and sign back in on mobile to refresh token claims.
- If still blocked, collect account email, platform, and UTC.
- Submit support request with these diagnostics for auth validation.
Send A Support Request
Share what happened and the team will respond by email.
If the security check does not load, refresh once. If it still fails, use a guide on this page and email [email protected] with what happened.
Keyword Help Guides
Use the guides below if you want the fastest route to the most common answers.
Log In and Account Access
How to sign in, handle sign-in required errors, and recover your account.
- Use /login and sign in with the same email used during registration.
- If you see sign-in required, sign in again and return to your original page.
- If you forgot your password, open /forgot-password and request a reset link.
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Google Sign-In Troubleshooting
Steps for Google login failures, callback issues, and retry flow.
- Start from /login and choose Continue with Google.
- Complete Google consent in the same browser window and allow redirect back to the site.
- If it fails, clear stale auth tabs, return to /login, and retry once before contacting support.
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Player Application and Approval
How to apply, required fields, and where to check status.
- Open /join and complete all required player fields.
- Submit once and wait for Hockey Ops approval.
- If blocked, contact support with your email and the time of your last attempt.
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Player HQ Onboarding Checklist
Complete profile, service details, and acknowledgements before full access.
- Open /player?section=onboarding after you sign in.
- Complete contact details, service profile, and required player profile data.
- Submit acknowledgements and refresh Player HQ to confirm onboarding is complete.
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Events, RSVP, and Calendar
How to find events, RSVP, and verify status in calendar views.
- Browse /events for upcoming events and available RSVP actions.
- Confirm RSVP status on the event card and in /calendar.
- If RSVP does not persist, copy the event title and send a support request.
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Player Chat and Support Messaging
Use player chat channels and support routes for help requests.
- Open /player/chat for team and program channels.
- Use Support if you need account help or onboarding follow-up.
- If a channel is missing, report your team and season so Ops can verify assignment.
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Photos and Event Galleries
Where to find event galleries and how media gets organized.
- Open /about/galleries to browse event and season photo sets.
- Use gallery filters and open photos directly from the gallery detail page.
- If a gallery is missing, include event name and date in your support request.
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Mobile App Access
How to verify mobile sign-in and what to do if access is blocked.
- Sign in using the same approved account used on the web site.
- If you see authorization blocked, sign out and sign back in to refresh session claims.
- If still blocked, send support your account email and device platform.
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Request Board Workflow
How to triage, assign, and close cards with complete fix notes.
- Open /admin/requests and set owner, priority, and acceptance criteria.
- Keep blocker, requestId, and last checked UTC in notes for every in-progress card.
- Before marking high or critical bugs done, include docs_update evidence in notes.
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Media Manager Gallery Workflow
Create event galleries, set covers, and publish photo collections.
- Open /admin/media and create or refresh event galleries.
- Set gallery cover image and verify public gallery rendering.
- Use event title/date naming to keep season galleries organized.
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