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If a session came back wrong, you do not have to correct it clip by clip and you do not have to email anyone. Tell us about the whole session in one step and we take it from there.
Use this when the problem is the session: mistakes all the way through it, the teams the wrong way round, a squad that is not yours, or a session you never wanted analysed. If it is one or two events that need putting right, correct them yourself instead, which is immediate.
Session marked Stuck before it was analysed? That means we need something from you to download the footage. Open the session and follow one of the ways it shows to get the video to us, which include uploading the file from your computer right there; see When We Need Something From You.

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Reporting a session

You report a session from the menu at the top right of the session page. Only an admin or a coach at your club can report a session; a member sees Ask an admin at your club instead.
  1. Open the session.
  2. Click the three dots (⋮) at the top right of the page.
  3. Click Problem with this session.
  4. Pick the line that matches what is wrong, then follow the steps for it below.
Each line does something different. A session you only uploaded footage for, and never had analysed, has no Problem with this session option.

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Tagging mistakes

Report tagging mistakes when the tagging is wrong in more places than you want to correct by hand.
  1. Choose Tagging mistakes.
  2. Under What looks wrong?, tell us what you are seeing in at least 5 characters. One example is enough, such as “Most of #9’s passes are credited to #10”.
  3. Click Next.
  4. Check your report, then click Send report.
The app then shows Issue reported, with when you reported and when you can expect the fix. Under What happens next, a filled dot marks a step that has happened, and an empty circle marks a step still to come. We email you and your club’s admins and coaches when it is ready; click N others to see exactly who. Reporting a problem does not give credits back, and the session stays in your library while we fix it.

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Teams the wrong way round

When your side and the opposition are swapped, tell us what each team wore and we analyse the session again from scratch.
  1. Choose Teams the wrong way round.
  2. Under Re-enter the team colors, type what each team wore, such as “Navy and white hoops”.
  3. Click Next.
  4. Check your report, then click Re-analyse.
The session goes back into analysis, and we email you when it is ready. You can swap the teams on a session once. If a session has clips your club made, analysing it again would delete them, so the app asks you to message support instead.

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Players or team sheet wrong

When the squad or the jersey numbers on a session are wrong, you correct them yourself in the session’s settings.
  1. Choose Players or team sheet wrong.
  2. Click Go to team settings.
  3. Change which player is assigned to which jersey.
Nothing is sent to us, and the stats update against the team sheet you save.

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Getting the credits back on a session you never wanted

You get the credits back yourself when our automatic upload rules picked up a session your club did not want, and nobody at your club chose it.
  1. Choose I did not want this analysed.
  2. Under Delete this game and get the credits back?, click Next.
  3. Under Update your rules to prevent further mistakes, change your automatic upload rules so videos like this one are skipped, then click Save. To leave your rules as they are, click Skip.
  4. Check your report, then click Delete and refund.
The credits are back on your account straight away. The session is deleted for good: you cannot restore it, and links to it stop working. There is no time limit and no limit on how many sessions you refund this way. You cannot get the credits back here on a session your club uploaded, or on one a coach approved when we asked about it. The app shows who uploaded or approved it, and when. If you think we got it wrong, contact us. This is a credit refund, not money back to your card. If you need a payment reviewed, tell us through Contact us.

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Stopping a session that is still being analysed

You can stop a session you did not mean to analyse while it is still being processed.
  1. Choose I did not want this analysed, or choose Cancel analysis from the same menu.
  2. Under Why are you cancelling?, tell us why in at least 5 characters, then click Next.
  3. Check your report, then click Cancel analysis.
The session is deleted, and the credits come back as the dialog says:
  • If our automatic upload rules picked the session up, all the credits come back.
  • If your club uploaded it or a coach approved it, the credits for the part we had not analysed come back.
The full details are on cancelling a session.

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The same match was analysed twice

How you get credits back for a second copy of the same match depends on how it arrived.

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Frequently Asked Questions

No. Correcting them one at a time is for the odd event. When the session is wrong throughout, report the session: open it, click the three dots (⋮) at the top right, click Problem with this session and choose Tagging mistakes. You do not need to list the bad clips or email support.
You do not have to. One report on the session covers the whole thing. Use Problem with this session from the three dots at the top right of the session and pick Tagging mistakes.
No. The report reached us when you clicked Send report. While we have it, the session’s header shows a Session report pill; click it to see when you reported, when to expect the fix and who we will email.
No. We fix the session instead, and it stays in your library. Credits come back only for a session our automatic upload rules picked up that you never wanted analysed.
Yes, and you can do it yourself. Open the session, three dots (⋮) → Problem with this session → I did not want this analysed, then follow the steps. The session is deleted and the credits come straight back.
The app tells you why. Usually someone at your club uploaded the session, or a coach approved it when we asked. If you think we got it wrong, contact us.
No. A refunded or cancelled session is deleted for good, and links to it stop working.
Open the session, three dots (⋮) → Problem with this session → Teams the wrong way round, and tell us what each team wore. We analyse the session again from scratch. You can do this once per session.
Open the session, three dots (⋮) → Problem with this session → Players or team sheet wrong → Go to team settings, and change which player wore which jersey. The stats update against the team sheet you save.
Can’t find what you’re looking for? Choose Contact us from the menu under your name in the sidebar, or email support@framesports.ai.