Use this when the problem is the session: mistakes all the way through it, the wrong footage, the teams the wrong way round, or a squad that is not yours. If it is one or two events that need putting right, correct them yourself instead, which is immediate.
Reporting a session
- Open the session.
- Click the three dots (⋮) at the top right of the page.
- Click Problem with this session.
- Pick the line that matches what is wrong.
Every member of your club can report a session.
What happens after you report
We record the report and immediately check the session against our own delivery numbers. The app tells you what happens next.Getting the credits back on a session you never wanted
Choosing I did not want this session analysed, then Refund, puts the credits straight back on your account and archives the session. The Refund button is there when:- our automatic rules picked the session up, rather than someone at your club uploading it,
- it arrived in the last 7 days and the analysis has finished,
- your club has not had a refund in the last 24 hours, and
- you are an admin or a coach.
Still being analysed? Choose Cancel analysis from the same menu instead and you get back what we have not spent yet. See cancelling a session.
Frequently Asked Questions
The whole video is full of wrong player assignments. Do I have to fix every clip?
The whole video is full of wrong player assignments. Do I have to fix every clip?
No. Correcting them one at a time is for the odd event. When the session is wrong throughout, report the session:
- Open the session.
- Click the three dots (⋮) at the top right.
- Click Problem with this session.
- Choose The analysis has mistakes in it.
I do not want to spend my time reporting mistakes one by one.
I do not want to spend my time reporting mistakes one by one.
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 The analysis has mistakes in it.Correcting an individual clip is there for when you want one event right now, not as the way to tell us a session is wrong.
How do I get a session looked at again by your team?
How do I get a session looked at again by your team?
Report it. Open the session, click the three dots (⋮) at the top right, choose Problem with this session, and pick the reason that matches.
I reported a session. Do I need to do anything else?
I reported a session. Do I need to do anything else?
No. The report reached us when you picked the reason, and we come back to you if we need anything.
Our automatic rules analysed a match we did not want. Can I get the credits back?
Our automatic rules analysed a match we did not want. Can I get the credits back?
Yes, and you can do it yourself. Open the session, three dots (⋮) → Problem with this session → I did not want this session analysed → Refund. If the dialog offers Refund, the credits go straight back and we archive the session.
Why can I not get the credits back on this one?
Why can I not get the credits back on this one?
The dialog tells you why, and offers to put you through to us so a person can look at it.
The teams are the wrong way round on a session.
The teams are the wrong way round on a session.
Report it: three dots (⋮) → Problem with this session → The teams are the wrong way round.
The footage on a session is the wrong match, or it will not play.
The footage on a session is the wrong match, or it will not play.
Report it: three dots (⋮) → Problem with this session → The footage is wrong, or it will not play.
The squad on this session is not the one that played.
The squad on this session is not the one that played.
If the jersey numbers or names need correcting, you can edit the team sheet yourself and the stats re-collate against it. If the whole squad is wrong, report it: three dots (⋮) → Problem with this session → The players or the team sheet are wrong.
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.