Who this is for: anyone who thinks something is broken or needs help. Permission required: none.
When something does not work, first find out whether the problem is the platform, your access, or your club's setup. The platform status page answers the first question in a few seconds. Questions about your access, groups or club setup are usually answered faster by your own club's administrators than by Boathouse Connect support.
Check platform status
Open the Platform Status page at /troubleshooting/status. You do not need to sign in. It shows a Service / Status table:
| Service | What it checks |
|---|---|
| Environment Code | Which Boathouse Connect environment you are connected to. |
| MySQL Database | Whether the database can be reached. |
| APP URL / API URL | The addresses of the web app and the API. |
| API via PHP | Whether the web app can reach the API. |
| API via Javascript | Whether your browser can reach the API. |
Each check shows Operational or a Cannot Connect message.
- If everything is Operational, the platform is up. Continue with the checks below.
- If only API via Javascript fails, something between your browser and Boathouse Connect is blocking requests, such as a browser extension, a firewall or a school or work network. Try another browser or network.
- If MySQL Database or API via PHP fails, the problem is on our side. Wait a few minutes and try again, and contact support if it persists.
Before you contact support
| Problem | Try this first |
|---|---|
| A page or menu item is missing | Sign out and back in. Make sure the right organization is selected in the organization switcher. |
| You cannot do something a coach or admin can | Access comes from your groups. Ask your club's administrators. See Roles & permissions. |
| Waiting for a join request | Only your club can approve it. See Join requests. |
| Cannot sign in | See Signing in. |
| Missing emails or texts | See Not receiving emails or texts?. |
Search these product guides with the Search the guides box in the sidebar. The older Help & How-To's articles are still available at boathouseconnect.supportbee.io, linked from the Platform menu on the website.
Contact support
- Email: [email protected].
- Contact form: on the website, choose Contact → Contact Us. Fill in Your name, Email address, Phone (optional) and Your message, then click Send Message. A short automatic bot check runs when you submit; if it fails, try again or use another device.
Boathouse Connect support cannot approve join requests, change your groups or grant permissions on a club's behalf. Those are your club's decisions. Ask the people in your club's administrators group.
Report a bug
A good report lets us reproduce the problem without back-and-forth. Include:
- Where: the page address (URL) or menu path, for example Practices → Lineups.
- Who and which club: the email address you sign in with and the organization you had selected.
- What you did: the steps, in order, that lead to the problem.
- What happened, and what you expected. Copy any error message exactly.
- When: the date and approximate time, so we can find it in our logs.
- Your setup: browser or mobile app, and device.
- A screenshot, and the result of the status page if anything was not Operational.
Never send your password. Support will not ask for it.
FAQ
Is there a phone number for support? Use email or the contact form. Include a phone number on the form if you would like a call back.
Who are my club's administrators? Ask your coach or check your club's group list under Groups → Rosters. Anyone with Manage Groups can change groups and permissions.
The status page says Operational but the app is not working for me. The page tests the platform, not your account. Sign out and back in, try another browser, then report it with the details listed above.
Where do I suggest a feature? Email [email protected] or use the contact form.