Support

Pathways is built by a small team, and a person reads every message. There is no ticket queue and no bot. This page says how to reach us, what to tell us so the first reply is the useful one, and the few things you can fix without waiting for us.

Write to us

Email support@pathways.id. Messages are read in the order they arrive and answered by a person, from the address you wrote to, so you can reply in the same thread.

The reply comes faster when the first message carries:

your name and your organization (or the event, if you registered on PathwaysPlay);
the page you were on: the address bar is enough;
what you were trying to do, and what happened instead;
a screenshot if you have one, and whether you were on a phone or a computer;
the email address your account uses, if it differs from the one you are writing from.

Before you write

A few things people write in about that are quicker to fix yourself.

You cannot sign in: Reset your password with the email your account uses. If you never set one, your organization invited you by email: open that invitation and finish creating the account. An invitation link that has expired is resent by an admin at your organization, not by us.
You are in the wrong organization, or none: Seats are managed by your organization's admins from Settings. Ask them to invite you or move you; we cannot add a person to an organization on their behalf.
A registration on PathwaysPlay: Your confirmation email names the event and the organizer. Changes, refunds and questions about the event itself are the organizer's to answer, and they handle them from their event page. Payment receipts come from Stripe. Write to us if you cannot reach the organizer, or if a payment went through and the registration did not.
Something on your own record looks wrong: If you are a player and an evaluation or a note on My Pathway is not right, ask a coach at your club first: they wrote it, and they can amend or withdraw it. If you cannot raise it with your club, write to us and say so.
A number, a rating or a chart you do not follow: Most ratings and tiles explain themselves when you click them. If one still does not add up, send us the player and the page and we will walk you through the maths.

Other mailboxes

Privacy requests and legal notices: privacy@pathways.id. What we hold about you, corrections and deletion are covered in the Privacy Policy.
Content or conduct that breaks the Terms, or a copyright notice: Report a concern says what to send and where. If a player is in danger, that page also says who to contact first; it is not us.
A security problem: write to support@pathways.id with “Security” in the subject. We will acknowledge it, fix what needs fixing, and tell you when it is done. Please give us that chance before telling anyone else.

The Pathways app

The same account works on the web and in the Pathways app on a phone. If something behaves differently in the app, say which screen you were on and we will look at both.