Support
Help, from the person who built it.
BoundarySide is a small operation, so support isn't a ticket queue. A player who can't log in, a treasurer hunting a payment that hasn't shown up: write to us and we'll sort it out.
Email support@boundaryside.com
We aim to reply within two business days (Australian Eastern time).
There's no phone line and no live chat. Email is the only way to reach us.
What to include, so we can actually help
None of this is required, so send what you've got. But an email with these in it usually gets sorted on the first reply instead of the third.
- Your club's name and your username, so we can find the right account.
- What you tapped and what happened. The screen you were on tells us more than a description of the problem does.
- Your phone and app version: iPhone or Android, and the version at the bottom of Settings.
- A screenshot, if there's an error on screen.
Please don't email us your password. We'll never ask for it, and we can't do anything useful with it.
Common questions
Things we're asked most.
I've forgotten my password
Tap Forgot password? on the login screen and enter your username. If your account has a real email address on file, we'll send a reset link to it. Some accounts were set up by a club admin from a phone number and never had an email added. If yours is one of those, the link has nowhere to go, so write to us instead.
I can't log in, or the app sends me back to the login screen
Check your username rather than your email address. You log in with the username you chose when you signed up, not the address we email you at. If that's right and it still won't let you in, close the app fully, reopen it and try once more, then email us with your club name and username.
How do I join my club?
Your club admin can send you a join link or a join code. Create an account, then use Join a club and enter the code. If your club has approval switched on, an admin has to approve you before you'll see the fixtures.
I'm not getting availability notifications
BoundarySide sends a push notification first and falls back to email. Check notifications are allowed for BoundarySide in your phone's settings, and check the email address on your account is one you still read. If both look right, email us and we'll look at what we sent.
A match fee payment failed, or I think I've been charged twice
Payments run through Stripe, and a fee is only marked paid once Stripe confirms it. So a payment that looked like it failed will sometimes land a moment later. Give it a few minutes and pull to refresh. If a charge still looks wrong, email us with the club, the match and roughly when you paid, and we'll trace it.
Can we get a refund on a match fee?
Yes, though not from inside the app. Refunds are the club's call rather than ours, so start with your treasurer. They, or whoever holds the club's Stripe login, refund the fee from the club's Stripe dashboard at connect.stripe.com/express_login, and the money goes back to the card that paid it. If they're stuck, they can email us at support@boundaryside.com.
How do I delete my account?
You can delete your account from inside the app, in Settings, or follow the steps on our delete account page. If you're the only admin of a club you'll need to make someone else an admin first, so the club isn't left without one.
What do you do with our club's data?
The short version: we use it to run the two things the app does, we don't sell it, and card details never touch us or your club. The long version is our privacy policy.
Account & privacy
For anything about your own data (a copy of it, a correction, or deleting it), email support@boundaryside.com and say what you'd like done.