Common questions

I forgot my password

1. On the sign-in page tap Forgot password?.
2. Enter your email and tap Email me a reset link.
3. Open the email and choose a new password. The reset link works for one hour.

Signed in and just want a new password? Use Change password on your Profile. See Your profile and password.

I didn't get the password reset or club emails

1. Check your spam, junk or promotions folder, and mark the email Not spam if it's there.
2. Add vaulterhq@polevaultelite.com to your contacts, so future emails from the club land in your inbox.
3. Wait a few minutes: some email providers hold messages from a new sender for a little while. For a password reset, you can request a new link (each one works for an hour).
4. Still nothing? Contact the club. They can check that your email address is right and see whether the email was sent.

More in Troubleshooting.

I can't sign in

• Check the email address: it must be the one you signed up with.
• "Sign-in for this athlete is turned off by a parent/guardian." A parent turned your login off on their Family page. Ask them to turn it back on.
• "This account has been disabled." Contact the club.
• Athletes under 18 must be linked to a parent. If you signed up yourself, a parent needs to approve you first. See Teen accounts and parent approval.

I didn't get the verification email

Check your spam or junk folder. On the Check your email page tap Resend link. Still nothing? Your email address may have a typo: contact the club. More in Troubleshooting.

My account says "Waiting for approval"

Your club reviews new accounts. In the meantime you can finish your profile, add your athletes and sign documents. See Create an account.

Can my child have their own login?

Yes. A parent adds the child under Family and gives them a login, or a teen (13 to 17) signs up and a parent approves them. See Teen accounts and parent approval.

Why am I asked to finish my profile or sign documents?

Your club may require signed documents, a complete profile or a yearly profile review. You'll see a Before you continue page with what's needed and, while there's time, a Skip for now button. See Why am I asked to finish my profile or sign documents?

Why can't I book a session?

Open the session on the Calendar: under each athlete it says why (for example No program covers this, Booking closed or Needs a waiver) and often has a button to fix it. See Why can't I book?.

We're going on vacation. How do I stop the auto-booked practices?

Add away dates: on the Calendar, tap Away dates & auto-enroll, pick the first and last day away and tap Add away dates. Practices in every class are skipped on those days, and you can cancel the ones already booked in one go. Auto-booking starts again by itself after the last day. Only skipping one class? Cancel one of its practices and choose Until a date or All future sessions of this class. See Away dates and auto-enroll.

How do I cancel a membership or get a refund?

Open Billing, tap Manage next to the program under Your programs and choose what to do. Clubs usually need notice before the next billing date. Refunds are handled by the club. See Cancel a membership.

My payment was declined

We retry automatically and email you. Update your card under Billing to fix it straight away. See Failed payments.

I paid, but the invoice still shows a balance

A bank payment takes 3–5 business days to clear, and some card payments need a moment to be confirmed. Meanwhile the invoice says "Your payment is processing. There's no need to pay again." and there's no Pay button, so you can't pay twice by mistake. It updates by itself once the payment is confirmed.

Where are the practice videos?

When the club records a practice, the video appears for athletes who attended or checked in, and their parents: tap the practice on the Calendar (🎬), or open More → Practice videos. It starts at your session. See Watch practice videos.

Can I use VaulterHQ like an app?

Yes. On iPhone open the site in Safari, tap Share, then Add to Home Screen. On Android, Chrome offers Install app. See App basics.

Can I get notifications on my phone?

Yes, once you turn them on for that device under Profile. iPhone needs the site on your Home Screen first. See Push notifications on your phone.

Screens in these articles come from a made-up demo club, so names and prices will differ from yours.