FootyWhere the button is
On every screen where you are signed in — organiser or player — there is a fixed shortcut at the top, next to the bell: a circle with a ? ("Help and support"). It opens a screen with three paths: chat with the assistant, open the Help Centre (this one) or send a report to a person on the team.
- Organiser: the shortcut goes to
/your-group/admin/ajuda. - Player: the shortcut goes to
/your-group/meu/ajuda, in the player area. - On public pages and before signing in the shortcut does not show: a report always comes from an identified person in a group.
What the form asks
Pick the category
Error or failure, question, suggestion, payment or other.
Give it a title
10 to 120 characters, in one sentence.
Tell us what happened
20 to 2000 characters. The more concrete (what you tried, what you expected, what appeared), the faster it is understood.
Steps to reproduce (optional)
If the problem can be repeated, write the sequence of clicks.
Confirm the reply email
It comes pre-filled with your account email; that is where the answer arrives.
If the connection drops while sending, the text stays on this device for 24 hours and can be resent without duplicating the report. The app only says it was received when the server confirms. There is a limit of 10 reports per hour per account.
What goes along automatically
So the team does not have to ask the basics, the report carries some non-sensitive technical data: the screen you came from, the app version, the browser, the language and the time of sending. When the report starts from an action that failed, it also carries the action's name and a code so the team can find the record.
None of it is hidden: before sending, the form has a "See the technical data that will be sent" link showing exactly what goes. And the server strips anything sensitive — other people's emails, tokens and delicate address parameters are removed before saving.
How the reply reaches you
- On sending, the app shows your report code and sends an automatic reply to the email you gave, confirming receipt.
- A team member's answer comes by email. If you have more details, just reply to that same email — no need to send the report again.
- There is no reply inside the app. If nothing arrives, check spam and make sure the email on the form is right.
- We do not promise a deadline. Support is done by people and there is no guaranteed response time; payment reports and failed-action reports are flagged as priority, but that is not a deadline.
What to never put in the report
Never write passwords, access codes or bank details (card, account, payment key) — not even to "prove" the problem. The team never needs them to help. If it is about a charge, give only the reference code shown on the payment screen.
How long the report is kept
The report is kept while it is being handled and for up to 12 months after it is resolved. After that it is anonymised: the text you wrote, your email, the link to your account and the technical data are erased. Only control numbers (category, dates, status) remain, and they identify nobody.
Where is the support button?+
How long until I get a reply?+
Can I follow the report inside the app?+
What is sent along with my report?+
How long do you keep what I wrote?+
Can I send my password or card to prove the problem?+
See also: the Troubleshooting topic, to undo a mistake without needing anyone.