Quick answer
In the families' app, go to Account → Help → Problems with the app · Clybo’ support, choose what is failing and tell us what happened. Fees, registrations, schedules and your child's profile are handled by your club; write to it from Messages.
Clybo’ support is the channel for telling the Clybo’ team when the families’ app is not working as it should: you cannot sign in, a screen does not load, you do not get notifications or the payment screen shows an error. It does not replace your club, which manages the fees, registrations, schedules and your family’s details.
Before you start
Who can use it: any guardian with access to the families’ app, even if they are not the club’s main contact person. It works in the app added to the home screen and in the browser. It does not depend on the club or the country.
Requirements: an internet connection. You do not need to accept analytics: support is not loaded until you open the screen and it does not record your activity.
Step by step
1. Open Clybo’ support
Go to Account and, under Help, tap Problems with the app · Clybo’ support.
2. Check whether it is a club matter
The first time you will see what each party handles. If it is about fees, registrations, schedules or your child’s profile, tap Write to my club: a new message for the club opens in Messages. The Clybo’ team cannot see or change your family’s details or the club’s charges.
3. Choose what is failing
Under It’s a problem with the app, choose the option that describes it best:
- I can’t sign in
- The app won’t load
- I’m not getting notifications
- Payment error
- Another app problem
With Payment error, tell us only about the failure on the payment screen. If you have doubts about an amount, a fee or a charge, write to your club: payments always go to the club.
4. Tell us what happened
Write what you were trying to do, what happened and since when, then tap Send request. A line with the app version, the device type, whether the app is installed and the language is added at the end of the message so that we do not have to ask you. It includes no personal data.
5. Follow the conversation
The request opens on the same screen. The team’s replies appear with the Clybo’ tag and you can reply from there. Your requests stay under Your requests; for a different matter, tap New request.
What to expect
We reply in under 6 hours, 365 days a year. With the screen open, replies appear on their own; if you close it, we will let you know by email.
Requests are tied to the email you use to sign in to the app, so you will see them on any device. When you sign out, the app forgets the conversation on that device.
Once a request is marked Resolved, it no longer accepts replies. If the problem comes back, open a new one.
If something goes wrong
- “Support is not available right now” appears: the network or a blocker is
preventing support from loading. Tap Write an email or write to us at
soporte@clybo.app. - “You’ve sent several messages in a row”: wait a moment and send it again; the text you wrote is not deleted.
- Offline: the send button is disabled until you have a connection again.
Do not include health data or data about minors (names, photos, dates of birth or injuries), or card numbers: we do not need them to fix a technical problem.
Next step
To write to the club about fees, schedules or your child’s profile, see how to contact your club. To check whether there is a general incident, see the status of the services.