Questions,
answered.
Ask our Agent
Ask about plans and pricing, enrolling, joining a team, parental consent, the scores or privacy. Answers come from this website’s pages, with links to them.
Answers are written by AI (Google’s Gemini models, through Lovable’s AI gateway, outside Australia) from this website’s pages, and can be wrong: the linked page is what counts. Keep questions general, with no names or health details. Questions are not stored.
Enrolling
How do I enrol my school?
Start the guided setup from any Enrol your school button. Enter your school, administrator and first team (or later), then verify your email, choose your plan and monthly or annual billing, and pay by card through Stripe. Coach invitations you add are saved as pending invitations.
What should we have ready to enrol?
Your student athlete and coach numbers, your school’s name, website and state or territory, your work email, and your first team’s name and sport, or set it up later.
Who can enrol a school?
An authorised school representative, such as a sports coordinator, head of department or administrator with the authority to set up a school-wide subscription.
Your first 30 days
Day 1 An athlete’s first check-in gives them a recovery score, and their coach sees it when they open the app or the coach console.
Day 3 Once check-ins have landed on three days of a week, the coach’s weekly trend for the team appears.
Day 14 With two weeks of check-ins, the app can compare an athlete’s recovery this week with last week; until then it shows Building.
Day 28 After 28 days of logged training, the workload ratio has its full window: the last 7 days of training against the last 28.
Coaches
How do coaches get access?
After you subscribe, invite them by email from People › Invitations in the admin console. Each invitation expires 7 days after it is issued, sent or not; Send new invitation issues a fresh one.
Can a coach see athletes on other teams?
No. Coaches see only the teams they coach. Administrators see their whole school’s records, and athletes see only their own information and their team’s messages.
Athletes and parents
How does an athlete join a team?
In the app, they enter the school’s code, then their team’s 6-character code, and create an account. The school and the coach give them the codes. How to join your team shows each step.
Who sees an athlete’s check-ins?
Their coach sees them, and administrators see the whole school’s records. A coach’s private note is read only by that coach, unless they share it with administrators.
How does parental consent work?
An athlete under 18 needs a parent or guardian’s consent before any check-in. We email the parent or guardian a link to consent or decline, and they can withdraw it at any time by contacting the school. About parental consent explains what’s collected and why.
Check-ins and scores
What does the daily check-in ask?
Five quick steps, once a day: sleep and recovery, body status, issues and soreness, wellbeing and sickness.
What if an athlete has not checked in?
A reminder reaches the athlete’s notifications, at most one every six hours.
What does the recovery score mean?
It sums up an athlete’s day from 0 to 100%: the check-in’s wellness score, lowered by today’s training and raised by logged recovery work. It does not diagnose injuries. The methodology shows the formulas and bands.
Cases
How does a case work?
A coach raises a case with a category, a severity and a short summary. An administrator takes it on; until then it waits unassigned in Oversight › Cases, most severe first. They acknowledge it and add review notes, and resolving it records what was done and why.
Accounts and access
I forgot my password. What do I do?
Choose “Forgot password?” on the sign-in page. If an account exists for that address, you’ll get a reset link by email. Website passwords need at least 12 characters.
Data and privacy
Who can read messages?
A team’s messages are read by its athletes and coaches, and a direct message by the coach and athlete in it. Administrators can also read and search both, and safeguarding keyword matches are listed for review.
How do I get a copy of my data, or delete it?
In the app, More › Data & privacy downloads your data and More › Delete account deletes your account. You can also ask your school, or email us, for a copy, a correction or a deletion.
Plans and billing
What’s the difference between the Small-School and Large-School plans?
Small-School is for up to 100 student athletes and up to 15 coaches. Large-School is for more than 100 student athletes or 15 coaches. Both plans include every feature.
How do we change plan or cancel?
An administrator chooses Manage billing under Settings › Billing to open Stripe’s billing portal: change plan, update your card or cancel. Cancelling stops the next renewal, and access lasts to the end of the paid period.
What happens if a payment fails or a subscription ends?
The admin and coach consoles lock until an administrator updates the payment details or subscribes again. The Terms of Service set out what then happens to your school’s data.
Where do card details go?
To Stripe’s checkout, never to our servers.