Troubleshooting

I didn't get an email

Emails we send include the email verification link, receipts, invoices, practice reminders and messages from the club.

1. Check your spam, junk or promotions folder, and search for the club's name.
2. Make sure the email on your Profile is right (a single typo stops everything).
3. For verification, tap Resend link on the Check your email page. For a password reset, request a new link: each one works for an hour.
4. Check your settings: you may have turned a topic off under Profile → Notifications. Billing and urgent emails always come. See Choose your notifications.
5. Add vaulterhq@polevaultelite.com to your contacts so future messages aren't filtered, and mark any club email you find in spam as Not spam.

Everything the club announces also appears in News, so nothing is lost if an email goes astray.

My payment was declined

• Your bank may have blocked it: check the card number and expiry date, or try another card.
• For an automatic payment that failed, we email you and retry over the next few days. Your athletes keep access during a short grace period.
• To fix it now, open Billing, update your payment method and pay the open invoice.

See Failed payments and Payment methods. If the charge looks wrong, contact the club.

My check-in code isn't working

• It changes every 30 seconds. Show the live code on your phone: a screenshot or photo of it won't work.
• "Allow location to show your code at the club…" Your club only shows codes on site. Allow location for VaulterHQ (see below), or ask a coach to check you in.
• A printed card stopped working. Someone may have reset the code, which cancels old cards. If your club uses printed cards, print a new one from the athlete's check-in code page.
• Wrong athlete? Parents: open Family, pick the athlete and use the Check-in section of their Schedule tab.
• Your club may use self check-in instead: then there's no personal code, and you scan the club's code.

See Your check-in code.

Location (GPS) is denied or wrong

Some clubs check that you're at the club when you check in with your phone.

• iPhone: Settings → Privacy & Security → Location Services must be on. Then open Safari Websites, choose While Using the App and turn on Precise Location (also for VaulterHQ on your Home Screen).
• Android: open Chrome's ⋮ → Settings → Site settings → Location, and allow the club's site. In the phone's Settings → Location, turn on Google Location Accuracy and Wi-Fi scanning.
• "Your phone couldn't get a precise location" means Precise Location (iPhone) or location accuracy (Android) is off: turn it on as above and try again.
• Keep Wi-Fi on and stand near a window if you can: indoors, location can be rough. The club allows for normal indoor accuracy.
• Still stuck? Ask a coach to check you in. Staff can always check you in.

See Scan the club's check-in code.

I can't book a practice

Open the session: it says why under each athlete. See Why can't I book?.

Sign-in problems

See Common questions for forgotten passwords, turned-off logins and teen accounts.

If you signed in on the club's admin page with a member account, you're taken to the member site with a note that the admin area is for club staff. Your password was right; members use the regular sign-in page.

Something else looks broken

Try refreshing the page, or sign out and back in. If it still happens, tell us with Report a bug at the bottom of any Help page. See Report a problem or request a feature.