Help & Support Guide — GoClubPro

Training Module 38 | How to Get Help, Escalate Issues, and Report Bugs

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What This Guide Covers

Where to go when something isn't working, how to diagnose issues yourself before escalating, and how to contact platform support effectively so you get a faster resolution.

Primary audience: All users Especially useful for: Club Admins who receive member support requests

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SELF-HELP FIRST: DIAGNOSTIC FLOW

Before contacting anyone, work through this flow:

Something isn't working
 │
 ▼
Is it just for me, or for everyone?
 │
 ┌────┴────┐
 Just me Everyone
 │ │
 ▼ ▼
Try: log out Ask another admin
and back in if they see it too
 │ │
 ▼ ▼
Try a If everyone affected:
different likely a platform issue
browser → Check Status Page
 │ │
 ▼ ▼
Still Contact platform
broken? support (priority)
 │
 ▼
Check Module 26 (Master Troubleshooting)
for your specific symptom
 │
 ▼
Contact your Club Admin
 │
 ▼
Club Admin contacts platform support

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SUPPORT TIERS

Tier 1: Self-Help

Use when: You're unsure how a feature works, or something seems wrong but might be expected behaviour.

Resources:

• This training library (you're reading it now) — training-docs/ folder
• Module 26: Master Troubleshooting Guide
• In-app Help section (Help link in navigation)
• FAQ sections in each training module

Typical resolution time: Immediate

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Tier 2: Club Admin

Use when: A feature isn't configured correctly (fees wrong, team assignments missing, season not active), or you think there's a permission/role issue.

How to reach your Club Admin:

• Their contact details are visible in Admin Panel → Club Info (if your admin has added them)
• Or ask another committee member for contact details
• Or post on the Noticeboard (if your club uses it)

What Club Admins can fix without platform support:

• Wrong role assigned
• Missing team assignment
• Fee not configured
• Pending join request not approved
• Season not activated
• League Platform Competition ID stale
• Treasurer role not assigned to the right person
• Feature module not enabled

What Club Admins CANNOT fix:

• Account lockouts (forgotten password + no email access)
• Platform-level bugs
• Data corruption or missing records
• A payment declaration stuck in a broken state (not appearing in Reconciliation, or stuck processing)

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Tier 3: Platform Support (GoClubPro)

Use when:

• There's a platform-level bug (broken page, missing feature, data not saving)
• A Bank Transfer payment was declared but never appears in the Treasurer's Reconciliation tab
• Account lockout (can't reset password via email)
• Data appears corrupt or missing
• You need a data deletion/export request fulfilled
• No admin access to your club (no admins available)
• Security incident (breach, unauthorised access)

How to contact platform support:

• In-app: Help → Contact Support (or click the Support link in the footer)
• Email: [support@goclubpro.com] (check in-app for current address)
• For urgent issues (security breach, payment data issue): mark your message as URGENT

Expected response times:

• Standard: 1–2 business days
• Urgent/security: same business day
• Bug reports: acknowledged within 1 business day; fix timeline depends on severity

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Tier 4: Club Treasurer (Payment Disputes & Refunds)

Use when: You disagree with a payment amount, want a refund, or a Bank Transfer/wallet declaration was rejected and you're not sure why.

How to reach your Club Treasurer:

• Their contact details are visible in Admin Panel → Club Info, or ask your Club Admin
• Explain the payment in question (fee type, amount, date declared) and what you'd like resolved

Note: GoClubPro has no payment processor — every payment is a Bank Transfer or wallet declaration reviewed by your club's Treasurer. There's no external payment support line to escalate to; refunds and disputes are always a Treasurer-side ledger decision, not a processor reversal.

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HOW TO WRITE AN EFFECTIVE SUPPORT REQUEST

Poor support requests waste time and delay resolution. Here's the format that gets fastest results:

Template: Bug Report

Subject: [Bug] [Short description] — [Club Name]

Hi Support,

Club name: [Your club name]
My role: [Player / Coach / Admin / Treasurer]
Date/time of issue: [e.g., "Today 3 July 2026, approx 2:30pm"]

What I was trying to do:
[e.g., "Trying to RSVP to the fixture on 6 July for the Men's A Grade team"]

What I expected to happen:
[e.g., "RSVP recorded and confirmation shown"]

What actually happened:
[e.g., "Page shows a loading spinner for 30 seconds then goes blank"]

Steps to reproduce:
1. [Step 1]
2. [Step 2]
3. [Step 3]

Screenshot attached: [Yes / No]
Browser / device: [e.g., "Chrome on iPhone 14, iOS 17"]

Have you tried these steps?
- [ ] Logging out and back in
- [ ] Trying a different browser
- [ ] Waiting 10 minutes and trying again

Any error messages shown: [Paste the exact error text if visible]

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Template: Account/Access Issue

Subject: [Access] Can't log in — [Your name] — [Club Name]

Hi Support,

Name: [Your full name]
Email used to register: [Your email]
Club: [Club name]
Issue: [Can't receive password reset email / Account locked / Can't access after MFA issue]

Steps already tried:
- Password reset: [Yes/No — received email? Yes/No]
- Browser cache cleared: [Yes/No]
- Tried different device: [Yes/No]

Urgency: [e.g., "I'm the Treasurer and fees are due this week"]

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Template: Payment Issue

Subject: [Payment] [Brief description] — [Club Name]

Hi Support,

Club: [Club name]
My role: [Treasurer / Admin]

Payment details:
- Member name: [Name]
- Amount: $[Amount]
- Payment method: [Bank Transfer / Wallet credit]
- Date paid: [Date]
- Fee type: [Registration / Match fee — fixture date]

Issue:
[e.g., "Member declared payment as Bank Transfer three days ago but it still isn't showing in the Treasurer's Reconciliation tab"]

Payment declaration reference (if known): [Found on the member's Payments tab or in Treasurer → Reconciliation]
Screenshot of the declaration/receipt attached: [Yes/No]
Screenshot of GoClubPro ledger entry attached: [Yes/No]

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REPORTING A BUG AS A CLUB ADMIN

When a member reports a bug to you, triage it before escalating:

Step 1: Can you reproduce it? Try the same action yourself in the same context. If you can reproduce it, it's a real bug.

Step 2: Is it data/config related? Check: Is the member's team assigned? Is the season active? Is the fee configured? Many "bugs" are configuration issues.

Step 3: Is it widespread? Ask 2–3 other members if they see the same thing. Widespread = platform bug. Only one person = likely account or device issue.

Step 4: Capture evidence Before the state changes:

• Screenshot the error
• Note the URL (copy from browser address bar)
• Note the exact time

Step 5: Submit to platform support Use the Bug Report template above.

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FEATURE REQUESTS VS. BUGS

Common misclassification: "The CSV import doesn't automatically match league teams names" — this is expected behaviour, not a bug. → Feature Request.

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STATUS PAGE & KNOWN ISSUES

If you suspect a platform-wide outage:

1. Check the GoClubPro status page (link in Help section of the app)
2. If the status page shows an incident: wait — support is already aware
3. If the status page shows all green but you're experiencing issues: report to support as it may be a localised bug

During a known incident: Do not submit multiple support tickets for the same issue — it slows down the response.

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SECURITY INCIDENTS

If you believe a security incident has occurred (account compromised, data exposed, suspicious login):

Immediate actions:

1. Change your password immediately: Profile → Security → Change Password
2. Revoke all active sessions: Profile → Security → Sign Out All Other Sessions
3. Enable MFA if not already: Profile → Security → Enable MFA
4. Contact platform support immediately — mark as URGENT SECURITY ISSUE
5. If the breach involves member data: document what happened and prepare to notify members and OAIC (see Module 33)

Do not wait. Security incidents get worse the longer they're left.

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VISUAL: Support Routing Guide

Your issue is...

PAYMENT ACCOUNT/ACCESS FEATURE / HOW-TO BUG / BROKEN
──────────────── ──────────────── ──────────────── ────────────────
Refund/dispute? → Can't log in? → "How do I...?" → Something stopped
→ Club Treasurer → Contact platform → Read training docs → working?
 support (this library) Try logging out
 Check Module 26
 Contact admin
 Then platform support
 if still broken

FEE / SETTINGS ROLES MEMBER BEHAVIOUR DATA ISSUE
──────────────── ──────────────── ──────────────── ────────────────
Fee wrong? → Wrong role? → Member misusing → Data missing?
→ Club Admin → Club Admin → app / content? → Platform support
 (Settings → can change Report via Feed →
 Fee Config) roles Report button;
 serious: support

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TOOLTIPS & HINTS

• First response: log out and back in — this solves ~30% of user-reported issues
• Screenshot everything — before contacting support, screenshot the error, the URL, and what you were doing
• One ticket per issue — don't submit the same bug 3 times; it slows routing
• Urgent = actual urgency — mark URGENT only for security issues, payment outages, or complete access loss. Overusing URGENT means it loses meaning.
• Feature Requests are not support tickets — use the in-app Feature Requests section

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FAQ

Q: How long until my bug gets fixed? A: Platform support will acknowledge within 1 business day and provide a severity classification. Critical bugs (broken payments, data loss) are typically hotfixed within 24–48 hours. Minor UI bugs may be queued for the next release cycle.

Q: Can I call someone? A: GoClubPro support is email/in-app only. Phone support is not available. Use the URGENT flag in your subject line for time-sensitive issues.

Q: My member is upset and wants to speak to someone at GoClubPro directly. A: Platform support handles all communication via the support system. Club Admins are the first point of contact for members — direct member emails to your club's admin contact, not to the platform.

Q: I submitted a bug 3 days ago and haven't heard back. A: Check your spam folder for the acknowledgement email. If nothing, reply to your original submission or resubmit noting you haven't received acknowledgement.

Q: The issue resolved itself. Should I still report it? A: Yes — briefly report it so the team can investigate root cause. Self-resolving issues often indicate intermittent bugs that will recur.

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COMMON MISTAKES

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SHORT ONBOARDING SCRIPT

"When something goes wrong in GoClubPro, work through these tiers: first try logging out and back in — this fixes more than you'd think. Then check Module 26 (Master Troubleshooting) for your specific symptom. If it's a configuration issue (wrong fee, wrong role, no season active), contact your Club Admin — they can fix it without platform support. If it's a genuine platform bug — something broken, data missing, payment not recording — contact platform support via Help → Contact Support with a screenshot, the exact error, and what you were doing. For payment disputes or refunds, contact your Club Treasurer directly — there's no external payment processor to escalate to, since all payments are Bank Transfer or wallet declarations the Treasurer verifies. That's the chain."

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MICRO-TRAINING QUICK TIPS

• Log out and back in first — always
• Config issue (fees, roles, season)? → Club Admin
• Platform bug (broken page, data missing)? → Platform Support
• Payment dispute or refund? → Club Treasurer
• Screenshots + error text + time = faster resolution
• Feature idea? → In-app Feature Requests (not support)
• Security incident? → Change password + revoke sessions + contact support URGENTLY

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TROUBLESHOOTING: META (Troubleshooting the support process)

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Training Module 38 | See also: 26 Master Troubleshooting · 18 Feature Requests · 33 Data Privacy