> ## Documentation Index
> Fetch the complete documentation index at: https://docs.framesports.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Problem With a Session

> What to do when there are issues with a session.

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.

<Note>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](/stats/correcting-your-data) instead, which is immediate.</Note>

## Reporting a session

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.

| What you pick                                 | What it is for                                                                |
| --------------------------------------------- | ----------------------------------------------------------------------------- |
| **I did not want this session analysed**      | Our automatic upload rules picked up footage your club did not want analysed. |
| **The analysis has mistakes in it**           | The tagging is wrong, in more places than you want to correct by hand.        |
| **The footage is wrong, or it will not play** | The wrong match, the wrong angle, or video that will not play.                |
| **The teams are the wrong way round**         | Your side and the opposition are swapped.                                     |
| **The players or the team sheet are wrong**   | The squad on the session is not the squad that played.                        |

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.

If one of these is not true, the dialog tells you why and offers to put you through to us. The full steps, and how to stop it happening again, are on [Automatic Uploads](/sessions/automatic-uploads#if-we-analyse-the-wrong-session).

<Note>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](/sessions/uploading-and-analysis#cancelling-a-session-you-didnt-mean-to-upload).</Note>

***

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="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:

    1. Open the **session**.
    2. Click the **three dots** (⋮) at the top right.
    3. Click **Problem with this session**.
    4. Choose **The analysis has mistakes in it**.

    You do not need to list the bad clips or email support.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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.
  </Accordion>

  <Accordion title="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**.
  </Accordion>

  <Accordion title="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**.
  </Accordion>

  <Accordion title="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](/stats/correcting-your-data) 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**.
  </Accordion>
</AccordionGroup>

<Note>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](mailto:support@framesports.ai).</Note>