Quick answer
Messages brings together groups and private enquiries. For an individual case, start a conversation with a subject and athlete; the club replies in the same thread, which you can close when it is resolved.
Conversations keep your enquiries organised by club and subject. They are suitable for individual cases; announcements are general communications sent by the club without opening a support thread.
Before you start
Select the correct club and check whether a conversation about the same subject already exists. Prepare a clear title and avoid sending sensitive information that is not needed to resolve the enquiry.
Step by step
1. Open the Messages inbox
Open Messages to see groups and direct conversations, ordered by activity. Groups use a square image; check for an existing individual thread before starting another about the same subject.
2. Start a conversation
Select New message and choose Administration or Coaching team under Send to. Administration is selected by default. When relevant, choose the athlete concerned and enter a specific subject. Explain what happened, when it happened and what you need from the club.
3. Add useful files
Attach documents or images only when they will help resolve the case. Wait for each file to finish uploading before selecting Send.
4. Reply in the same thread
When the club replies, continue in the existing conversation to keep the context. Read all recent messages before adding new information.
5. Close the conversation when it is resolved
Use the close option when you no longer need a reply. If a different issue comes up, start a new thread with a specific subject instead of reusing an old one.
Who receives a message to the coaching team
- If an athlete belongs to one current team, the message goes to that team’s coach marked as the main coach.
- If no athlete is selected or several current teams are involved, it goes to the coaches with the club’s head coach role.
- If there is no current team or no available recipient, the manager handles it. The app tells you about this redirection when you send the message.
All recipients can reply in the same thread. The manager keeps access to supervise and reassign the enquiry. A later team change does not automatically change the recipients of a conversation that is already open.
Coaches receive an email when the thread is opened and a push notification for each message you send, provided notifications are enabled on their device. Choosing Administration keeps the usual behaviour for messages to the club.
The feature is available to families with active access to the club, with no country restriction.
If something goes wrong
- The message is routed to the manager: there is no current team or no available recipient. The message has been sent; the manager can handle or reassign it.
- The athlete does not appear: ask the club to check the family link.
- The file does not upload: check its size and format, and your connection.
- You have not received a reply: check the status and avoid duplicating the thread; if appropriate, use the club’s designated urgent channel.
- You closed it too soon: start a new conversation and refer to the earlier subject.
Next step
For a group conversation, see Take part in club groups as a family. For general communications, see View club announcements.