Something isn't working, or you have a question the guides don't answer. ScoreCastr has three places to get help: email, the Discord community, and these guides. This guide covers when to use each and what to put in a report, so you get a useful answer the first time.
Check the guides first
Many problems have a fix that takes a minute. Start here:
- A blank or stuck overlay: Overlay not showing or not updating
- A slow dashboard or laggy graphics: Slow dashboard or overlay
- The status dot on Slow or Offline: The status dot
- Sign-in and password trouble: Your account, profile and password
- Billing, cancelling and refunds: Cancel, refunds and billing questions
- Everything else: Frequently asked questions
Email the ScoreCastr team
- In the app: click Support at the top of any page in the app. It opens a new email in your email app, already addressed to the ScoreCastr team.
- From anywhere: email support@scorecastr.co. It's also the Support link at the bottom of the scorecastr.co website pages, such as Pricing.
Email is the right place for anything about your account: billing and refunds, moving your account to a new email address, or a problem with a specific match. Write from the email address your ScoreCastr account uses, so we can find it.
Ask on Discord
The ScoreCastr Discord is where streamers, schools and crews swap setups and help each other. It's also the Discord link at the bottom of the website pages.
Discord is good for "how do you do this" questions: OBS scenes, camera setups, how other crews run a sport. Keep account and billing details out of it, because other members can read what you post. Use email for those.
What to include in a report
The more of this you send, the faster a problem can be found:
| Include | Where to find it |
|---|---|
| The match number | The number at the end of the dashboard's address (/dashboard/ then the number), or at the end of the overlay link |
| The sport and the template (Classic, Apex or Primetime) | The match itself |
| The app version | The small version number next to Support at the top of the app, on a computer |
| Your browser and device | For example "Chrome on a Windows laptop" or "Safari on an iPad" |
| The status dot | Live, Slow or Offline at the top of the dashboard when it happened |
| Where it went wrong | The dashboard, the Live Preview, OBS, or the public match page |
| What you did, what you expected and what happened | Step by step, with the time it happened |
| A screenshot or short screen recording | Of the dashboard and, if it's an overlay problem, of OBS |
| Any message on screen | The exact wording, for example "Change not saved" and its reason |
Problems during a live game
You can't wait for a reply mid-game, so try these first:
- Check the status dot. If it's Slow or Offline, keep scoring: your changes send when the connection is back.
- If the dot is Live but OBS is stuck, refresh the browser source in OBS.
- Compare with the Preview card under Overlays, then Live Preview, to see whether the problem is in ScoreCastr or in OBS.
Then send a report after the game, with the match number and the time.
The iPhone app beta
For the ScoreCastr iPhone app, send feedback from inside TestFlight, where you can attach a screenshot. Tell us the phone model and what you were doing: scoring, pairing or streaming. See Join the iPhone app beta.
Checklist
- Matching guide checked first
- Email sent with Support or to support@scorecastr.co, from your account's email
- Match number, sport, template, browser and device included
- Status dot, time and exact messages noted
- Screenshot attached
- No passwords or billing details posted on Discord