support
Support
Hoopstack is a basketball development tool for coaches, clubs, players and parents. If something is not working, or you cannot get to your own information, this page is how you reach us.
Contact us
- Write to help@hoopstack.ai. A person reads it — there is no ticket robot in front of it. Write to us
- Tell us the e-mail address on the account, what you were trying to do, and what happened instead. If a screen looked wrong, the team or player name it was showing helps us find it.
- For anything about your personal information, or a child's, use the same address and say so — those requests are handled under our Privacy Policy and Children's Privacy Notice.
Signing in
- Forgotten password: use the 'Forgot your password?' link on the sign-in screen. The reset link arrives by e-mail and is single-use.
- No e-mail arrived: check the spam folder first, then write to us — some club mail servers reject automated mail, and we can tell you whether it left our side.
- An invitation that will not open: invitations expire. Ask the coach or organization that sent it to issue a new one, and if that fails, write to us.
Coaches and clubs
- Adding players: build the roster from the Team Center, either one player at a time or by importing a CSV file.
- Correcting a player's details: open the player on the roster and edit them there — name, date of birth, jersey number, position and height.
- A development plan is generated from the evaluations you and the player complete. It stays unpublished until you have read and approved it; nothing reaches the player or their parent before that.
Parents
- You see your child's information after you are linked to them and have given consent. The club or coach starts that link.
- You can withdraw consent at any time. In the mobile app it takes effect immediately; on the web, write to us and we will action it.
- What we hold about a child, and what you can ask us to do with it, is set out in the Children's Privacy Notice.
Deleting your account
- You can delete your own account from inside the mobile app, from the profile menu. You do not need to contact us for it.
- If you are the only owner of an organization and nobody else is left in it, deleting your account closes that organization as well. The app names it and says what closing it destroys before you confirm.
- Exactly what is destroyed and what stays with the club is described in the Privacy Policy.
Reporting something serious
- If you believe someone has access to a young person's information that they should not have, write to us and say so plainly. Treat it as urgent and we will.
- If you have found a security problem, send it to the same address rather than posting it publicly, and give us enough detail to reproduce it.