Support
Please refer to the Getting Started Guide and FAQ’s to help answer any questions you may have. The most common queries users have are listed below. If you cannot resolve an issue after consulting these, please speak with a coach at your organisation.
Support Guides
Having Issues With Your Account?
Before you speak to your coach, please check the below common queries to see if you can resolve the issue yourself.
You can find your username in the email you received when you signed up to the Academy. If you cannot locate this in your inbox, please check the spam/junk folder and mark the emails as ‘safe’.
You can reset your password on the login page. An email will be sent to the address on file. If you cannot locate this in your inbox, please check the spam/junk folder and mark the emails as ‘safe’.
This message shows when either the username or password is incorrect. Please check you have the correct details and that you are typing them in with no spaces or other characters before or after.
All Connection Requests must be accepted for users to have full access to their account. Players are accepted by the organisation and parents are accepted by their children. Please follow the Connection Process contained in the Getting Started Guide if you need more help with this. The Connection Process is also sent to all users via email from the organisation they are connecting to.
The player you are connecting to must log in to their account and accept your Connection request on the My Details page in order for you to have access to your account. Please follow the Connection Process contained in the Getting Started Guide if you need more help with this. The Connection Process is also sent to all users via email from the organisation they are connecting to.
In order to request to connect to to their son or daughter, parents must enter the player’s User ID. This can be found on all pages of the player account when they are logged in. An email containing the User ID is sent when player’s sign up to the Academy. If you cannot locate this in the inbox, please check the spam/junk folder and mark the emails as ‘safe’.
If a player does not have an email address, they may use their parents. Any email may be entered in the email address field as long as it is accessible and not likely to change.
Please speak to your coach.
You can change the email address when you are logged in to your account on the My Details page.
The videos contained in the Academy work on all devices and on all browsers. Please check all device and browser settings and try again. If the problem persists, please try another device.
Please speak to your coach.