Submitting a support ticket
This guide explains how to submit a support ticket on SportCerts and what to expect after you do.
Who this is for
Any Admin/Coach who needs help from the SportCerts team — whether something's broken, you're stuck on a step, or you have a question that the help center doesn't answer.
When to submit a ticket
Submit a support ticket when:
Something on the platform isn't working as expected
You can't find the answer in the help center
A player's verification, payment, or roster needs to be corrected
You need to update your email address (which can't be done self-serve)
Your team or a player needs to be removed
You think you've found a bug
Anything else that needs SportCerts staff to look at directly
For self-serve answers (how to upload a headshot, how to register a team, etc.), check the help center first — it's usually faster than waiting for a reply.
Before you start
You'll need:
Your SportCerts login
A clear description of the issue
Optional: a screenshot if the issue is visual or shows an error message
Steps
Step 1 — Open the support page
Log in at sportcerts.com.
Go to sportcerts.com/contact or click Support in your dashboard menu.
Step 2 — Submit your ticket
Choose a subject that briefly summarizes your issue ("Player verification stuck on Pending," "Can't add staff to team," etc.).
Write a description explaining what's happening, what you expected, and what you've already tried.
Optionally attach a screenshot if it helps explain the issue.
Click Submit.
You'll see a confirmation that your ticket has been received.
Step 3 — Watch for a reply
The SportCerts team will reply by email and within the platform. Replies appear:
In your email inbox (sender: noreply@sportcerts.com)
In your notification bell at the top of your dashboard
In your My Tickets page (sportcerts.com/support → My Tickets)
You can reply directly within the ticket thread, and the conversation continues there until the issue is resolved.
What to include in your ticket
The more specific you are, the faster we can help. A good ticket includes:
What you were trying to do ("I tried to add a staff member named Jane Doe to my team Houston Hawks 12U")
What happened ("The Save button doesn't do anything when I click it")
What you expected ("She should appear in the staff list")
Any error messages (paste the text or attach a screenshot)
What you've already tried ("I tried refreshing and switching browsers")
Names, emails, or IDs of the people involved ("Affected player: Emma Smith, born 2014-03-15, on team Houston Hawks 12U")
For player or roster issues, including the player's full name and date of birth helps a lot — there are over a thousand players on the platform.
Notes
Replies usually come within 1 business day. Complex issues may take longer.
You can reply anytime — closed tickets reopen automatically when you reply, so a follow-up question doesn't get lost.
The notification bell at the top of your dashboard alerts you when support replies. Check it regularly.
Tickets are private — only you and the SportCerts support team can see your ticket and replies.
Where to see your ticket history
To see all your past and current tickets:
Log in at sportcerts.com.
Go to sportcerts.com/support (or click Support from your dashboard).
Open the My Tickets tab.
You'll see all your tickets organized by status:
Open tickets — currently active and waiting for you or for support
Closed tickets — resolved tickets (which can be reopened with a reply)
Each ticket shows the full thread of messages between you and the support team.
Troubleshooting
The Submit button isn't working. Make sure you've filled in both the subject and description fields. If both are filled and it still won't submit, refresh the page and try again, or switch browsers.
My screenshot won't upload. Try a smaller image. Very large screenshots (over 10 MB) sometimes fail. You can also crop the image to just the relevant part to reduce file size.
I submitted a ticket but didn't get a confirmation email. Check your spam folder. If the ticket isn't visible in My Tickets either, the submission may have failed — try again. If it's in My Tickets but you didn't get an email, your inbox may be filtering SportCerts emails.
I can't find My Tickets. Go to sportcerts.com/support. The My Tickets section may be a tab or button on that page.
Support replied but I don't see the message. Check your email inbox first. If the email arrived but the message isn't on the platform, refresh the My Tickets page. Contact support again if the discrepancy continues.
I want to reopen a closed ticket. Just reply to the closed ticket — it'll reopen automatically. Or open a new ticket and reference the original if the new issue is different.
FAQ
How fast does support reply? Most replies come within 1 business day. Complex issues (like data corrections or migration follow-ups) may take longer. We'll let you know if a ticket needs more time.
Can I call SportCerts instead? SportCerts is currently email- and ticket-based. Phone support isn't offered, but tickets are usually answered quickly.
Can I email support directly instead of using the form? The form is the fastest path because it captures the info we need to help. If you reply to a SportCerts email, that reply gets attached to the original ticket thread.
Can a parent on my team submit a ticket through my account? No. Each user submits tickets from their own account. Direct parents to sportcerts.com/contact for their own issues.
Can I attach multiple screenshots? Currently the form supports one screenshot per ticket. If you need to send more, attach the most important one and describe the rest in the message — support can request more if needed.
Will my ticket be public or visible to other coaches? No. Tickets are private between you and SportCerts support.
What if my issue is urgent? Mark the urgency in your subject ("URGENT: Event tomorrow, can't download card packet") so it's easier for support to triage. Most tickets get fast attention regardless.
What if I'm reporting a bug that doesn't affect just me? Report it normally — even if it's a platform-wide issue, your ticket helps us investigate. We'll often follow up to confirm when the bug is fixed.
This guide explains how to submit a support ticket on SportCerts and what to expect after you do.
Who this is for
Any Admin/Coach who needs help from the SportCerts team — whether something's broken, you're stuck on a step, or you have a question that the help center doesn't answer.
When to submit a ticket
Submit a support ticket when:
Something on the platform isn't working as expected
You can't find the answer in the help center
A player's verification, payment, or roster needs to be corrected
You need to update your email address (which can't be done self-serve)
Your team or a player needs to be removed
You think you've found a bug
Anything else that needs SportCerts staff to look at directly
For self-serve answers (how to upload a headshot, how to register a team, etc.), check the help center first — it's usually faster than waiting for a reply.
Before you start
You'll need:
Your SportCerts login
A clear description of the issue
Optional: a screenshot if the issue is visual or shows an error message
Steps
Step 1 — Open the support page
Log in at sportcerts.com.
Go to sportcerts.com/contact or click Support in your dashboard menu.
Step 2 — Submit your ticket
Choose a subject that briefly summarizes your issue ("Player verification stuck on Pending," "Can't add staff to team," etc.).
Write a description explaining what's happening, what you expected, and what you've already tried.
Optionally attach a screenshot if it helps explain the issue.
Click Submit.
You'll see a confirmation that your ticket has been received.
Step 3 — Watch for a reply
The SportCerts team will reply by email and within the platform. Replies appear:
In your email inbox (sender: noreply@sportcerts.com)
In your notification bell at the top of your dashboard
In your My Tickets page (sportcerts.com/support → My Tickets)
You can reply directly within the ticket thread, and the conversation continues there until the issue is resolved.
What to include in your ticket
The more specific you are, the faster we can help. A good ticket includes:
What you were trying to do ("I tried to add a staff member named Jane Doe to my team Houston Hawks 12U")
What happened ("The Save button doesn't do anything when I click it")
What you expected ("She should appear in the staff list")
Any error messages (paste the text or attach a screenshot)
What you've already tried ("I tried refreshing and switching browsers")
Names, emails, or IDs of the people involved ("Affected player: Emma Smith, born 2014-03-15, on team Houston Hawks 12U")
For player or roster issues, including the player's full name and date of birth helps a lot — there are over a thousand players on the platform.
Notes
Replies usually come within 1 business day. Complex issues may take longer.
You can reply anytime — closed tickets reopen automatically when you reply, so a follow-up question doesn't get lost.
The notification bell at the top of your dashboard alerts you when support replies. Check it regularly.
Tickets are private — only you and the SportCerts support team can see your ticket and replies.
Where to see your ticket history
To see all your past and current tickets:
Log in at sportcerts.com.
Go to sportcerts.com/support (or click Support from your dashboard).
Open the My Tickets tab.
You'll see all your tickets organized by status:
Open tickets — currently active and waiting for you or for support
Closed tickets — resolved tickets (which can be reopened with a reply)
Each ticket shows the full thread of messages between you and the support team.
Troubleshooting
The Submit button isn't working. Make sure you've filled in both the subject and description fields. If both are filled and it still won't submit, refresh the page and try again, or switch browsers.
My screenshot won't upload. Try a smaller image. Very large screenshots (over 10 MB) sometimes fail. You can also crop the image to just the relevant part to reduce file size.
I submitted a ticket but didn't get a confirmation email. Check your spam folder. If the ticket isn't visible in My Tickets either, the submission may have failed — try again. If it's in My Tickets but you didn't get an email, your inbox may be filtering SportCerts emails.
I can't find My Tickets. Go to sportcerts.com/support. The My Tickets section may be a tab or button on that page.
Support replied but I don't see the message. Check your email inbox first. If the email arrived but the message isn't on the platform, refresh the My Tickets page. Contact support again if the discrepancy continues.
I want to reopen a closed ticket. Just reply to the closed ticket — it'll reopen automatically. Or open a new ticket and reference the original if the new issue is different.
FAQ
How fast does support reply? Most replies come within 1 business day. Complex issues (like data corrections or migration follow-ups) may take longer. We'll let you know if a ticket needs more time.
Can I call SportCerts instead? SportCerts is currently email- and ticket-based. Phone support isn't offered, but tickets are usually answered quickly.
Can I email support directly instead of using the form? The form is the fastest path because it captures the info we need to help. If you reply to a SportCerts email, that reply gets attached to the original ticket thread.
Can a parent on my team submit a ticket through my account? No. Each user submits tickets from their own account. Direct parents to sportcerts.com/contact for their own issues.
Can I attach multiple screenshots? Currently the form supports one screenshot per ticket. If you need to send more, attach the most important one and describe the rest in the message — support can request more if needed.
Will my ticket be public or visible to other coaches? No. Tickets are private between you and SportCerts support.
What if my issue is urgent? Mark the urgency in your subject ("URGENT: Event tomorrow, can't download card packet") so it's easier for support to triage. Most tickets get fast attention regardless.
What if I'm reporting a bug that doesn't affect just me? Report it normally — even if it's a platform-wide issue, your ticket helps us investigate. We'll often follow up to confirm when the bug is fixed.