AI Analysis Support
If analysis is stuck, missing, or did not notify the player, send the match date, selected bib number, account email, and whether the app was closed during processing.
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If progress stays at 5%, the server may be waiting for a GPU worker.
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If another player already analyzed the match, the app should retrieve saved stats instead of reprocessing.
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If a paid unlock is missing, include the Stripe checkout time or credit purchase details.
Video Support
For video playback issues, include your device model, iOS or Android version, and the match video filename.
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On iOS, video must be encoded in a compatible H.264/AAC MP4 format.
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If audio plays but the picture is black, the file likely needs transcoding.
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If a legacy Google Drive video is missing, mention that it needs migration to the current storage system.
Payment Support
If Stripe payment succeeds but credits do not appear, send the account email and payment time so the checkout session can be checked.
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Do not pay again until support has checked the first payment.
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Keep the Stripe receipt or checkout confirmation available.
Account And Team Support
If you cannot see a team, invite, fixture, or unlocked player report, send the account email and describe what should be visible.
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Include the team name if the issue is related to club membership.
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Include the opponent and match date if the issue is related to fixtures.
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Include screenshots when the app shows a ready notification but no stats appear.
