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If you’re experiencing an issue with Framesports, check the common problems below. Most issues have a quick fix. If you can’t resolve it, contact the team via the in-app chat with a screenshot and description of what happened.

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Analysis Issues

If your analysis has been processing for over 24 hours, check that your video uploaded successfully and that your internet connection was stable during upload. Contact the team with your game name and date to have it prioritised. If a 10-minute demo analysis only shows warm-up or dead time, the video likely starts well before kick-off. Pre-clip the video to start at kick-off, or tell the team the actual kick-off timestamp for re-analysis.

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Login Problems

If you can’t log in, try resetting your password via “Forgot Password”, verify you’re using the correct email, clear your browser cache, or try a different browser.

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Video Playback

Video buffering or clips not playing usually indicates a connection issue. Broadband with 10+ Mbps is recommended. Try lowering the quality, switching browsers (Chrome works best), or clearing your cache.

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Player Identification

If stats are showing for the wrong player, go to the game’s Settings tab and verify jersey number assignments match what players actually wore. Update them there or contact the team for corrections.

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Unexpected Charges

If auto uploads analysed a game you didn’t want, review your filter rules in Settings → Automatic Uploads and pause auto uploads if needed. Contact the team for a full refund on any incorrect charges.

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Feature Requests and Bug Reports

Submit feature requests via WhatsApp, in-app feedback, or email. To report bugs, include what you were trying to do, what happened, a screenshot, and your device/browser details.

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Frequently Asked Questions

If analysis hasn’t completed within 24 hours:
  1. Check that your video uploaded successfully — if the video source had an error, the analysis can’t proceed.
  2. Verify your internet connection was stable during upload.
  3. Contact us with your game name and date. Our team will check the processing queue and prioritise your game if there’s been a delay.
This happens when the video starts well before kick-off. The 10-minute demo analyses the first 10 minutes of the video file, not the first 10 minutes of play. To fix this:
  1. Pre-clip the video — download and trim the video to start at kick-off before uploading.
  2. Tell us the actual kick-off time — contact us with the timestamp where the game actually starts and we’ll re-analyse from that point.
Try these steps:
  1. Reset your password — click “Forgot Password” on the login page.
  2. Check your email — make sure you’re using the correct email address.
  3. Clear browser cache — old session data can sometimes cause login issues.
  4. Try a different browser — if one browser isn’t working, try another.
  5. Contact us if none of the above works.
Video playback requires a stable internet connection:
  1. Check your connection — broadband with 10+ Mbps is recommended for smooth playback.
  2. Lower the quality — if available, switch to a lower resolution (360p instead of 1080p).
  3. Try a different browser — Chrome generally provides the best video experience.
  4. Clear cache — cached data from previous sessions can cause playback issues.
This is a player identification issue. It’s usually caused by:
  1. Jersey number mismatch — the jersey numbers in the system don’t match what players actually wore on game day.
  2. Players swapping positions — if players changed jerseys during the game.
  3. Name confusion — similar names being mixed up by the system.
Go to the game’s Settings tab and verify that each jersey number is matched to the correct player. If corrections are needed, update them there or contact us.
If auto uploads are enabled and matched footage to your team’s filter rules, it will automatically be analysed and charged. To prevent this:
  1. Review your filter rules in Settings → Automatic Uploads.
  2. Pause auto uploads if you don’t want games analysed during a specific period.
  3. For any incorrect charges, contact us immediately and we’ll issue a full refund.
You can submit feature requests by:
  1. WhatsApp — message us directly with your idea.
  2. In-app feedback — use the feedback form accessible from your dashboard.
  3. Email — send your suggestion to our support team.
We prioritise feature requests based on how many users need it, how quickly we can build it, and how well it fits our product roadmap.
Current development priorities include enhancements to the mobile experience, expanded data export options, deeper video integration, and improved player identification accuracy. For specific roadmap questions, ask us directly and we’ll share what’s coming.
Send us a message with:
  1. What you were trying to do — the action or page you were on.
  2. What happened — the unexpected behaviour or error.
  3. Screenshot — a screenshot of the issue helps enormously.
  4. Device and browser — let us know if you’re on mobile/desktop and which browser.
We’ll investigate and get back to you with a fix or workaround.
Can’t find what you’re looking for? Contact us via the in-app chat in the bottom right corner or at support@framesports.ai.