For coaches
Getting help
Where the Contact button is in the coach app, the portal and on the website, what a message carries with it, and how we answer.
Goal#
Tell us about a problem or ask a question from the screen where it happened, so we can see what you saw and answer by email.
Prerequisites#
- None. You do not need to be signed in.
Where the button is#
| Where | The button |
|---|---|
| Coach app | The round button at the bottom right of every screen, sign-in and onboarding included. On a phone it is also Contact support at the bottom of the menu. |
| Client portal | The same round button on every portal page, the sign-in page included. |
| Website | The round button at the bottom right of the homepage, these docs and the policy pages. |
It is not on booking pages, landing pages or a practice's custom domain: their visitors are a Coach's clients, who contact the Coach.
Send a message#
- Press the round button (or Contact support in the menu).
- Write what happened, up to 2000 characters: what you did, what you expected, what you saw.
- When you are not signed in, enter the email we should reply to (and pass the check that you are not a bot, when it shows).
- Press Send. We reply by email, to your account's address when you are signed in.
What is attached#
With your message the app sends what helps us find the problem, collected on your device when you press Send:
- the page or screen, the app version and the platform (web, iOS or Android);
- your device: screen and window size, pixel density, light or dark mode, language, time zone, whether you are online, and the browser;
- who you are signed in as (a Coach and their practice, or a client in the portal), checked on our side;
- the last ten requests that failed (method, address without its query, status), the last ten errors and the last ten screens you visited.
Passwords, sign-in codes and the secret part of links (portal links, booking links, calendar feeds) are never attached. Our server adds the IP address and the time. See the Privacy Policy.
Verify it worked#
The form says Thank you. We reply by email. once the message is with us.
Failure cases#
| What you see | Why |
|---|---|
| Too many messages for now | More than five messages a minute from one address, or thirty a day from one person |
| The bot check fails | The check that you are not a bot did not pass; reload the page and try again |
| Your portal session has ended | Your portal link expired while the form was open; add your email and send again |