Getting help and ordering support

Profixio has a handful of help channels, and the right one depends on what you need.

• This help center — searchable articles about how Profixio works, opened with Help center in the side menu. Start here; most questions are answered faster by a search than by an e-mail.

• E-mail — write to [email protected]. This is the general way in for clubs, teams, referees and tournament organisers.

• The helpdesk portal — district and federation staff have a ticket portal where they can also follow cases raised by others in their own federation.

• Extended phone support during a tournament — an organiser can order phone support for a tournament, so they can call Profixio outside normal working hours while the event is running.

• About this app — a short information page at the bottom of the side menu with notes and news from Profixio.

One thing worth knowing before you write to us: if your question is about a rule rather than the software — who is allowed to play, what a fee should be, whether a match may be moved — the answer usually sits with your club, district or federation, not with Profixio. Profixio runs the system; your federation decides the rules it enforces.

The help center is open to everyone. You do not need to sign in to read it. Inside Profixio you open it with Help center in the side menu. In EMP, the game report also has a Help center link that opens the article on live match reporting.

Search. The search box on the front page is marked Search for answers…. Type at least two characters and results appear as you type; it looks through page titles, summaries and the text of the articles themselves. If nothing matches you get No results for "…", which is usually a sign to try a different word — the wording used in the software, rather than the wording used in your sport.

Your federation and sport. Several settings work differently from one federation or sport to the next. On a page where that matters, a button at the top reads Choose your federation, or "Showing rules for …" with change once you have chosen. It opens a Federation list and a Sport list, where All federations and All sports show everything. Picking them narrows the sections you see to the ones that actually apply to you. If you are signed in, they start out set from your own login, and the sections shown open are the ones for your own role. Your choices are kept in the address bar, so you can copy the link and send someone exactly the version of the page you were reading.

On an article. A page shows On this page for jumping between sections, See also and Not covered here for neighbouring topics, an Updated date, and a short Recent changes list with a See all changes link. Content that exists but is outside your current selection is not hidden from you — it is folded into groups called Other federations, Other sports and For other roles that you can open.

Languages. Where a page has been translated, a small language menu appears at the top. If your language is not ready yet you get a note saying the page is shown in another language instead.

Tell us if a page is wrong. At the bottom of every article there is Was this page helpful? with Yes and No. Choosing No opens a box, Your feedback (optional), where you can write what was missing before pressing Send feedback. This is the fastest way to get a help page corrected, and it does not open a support case — if you need an answer, e-mail support as well.

What's new. The What's new link in the help center header lists changes to Profixio that affect you, newest first, filtered to your role and federation.

The single biggest cause of slow answers is a request that does not say where. Access in Profixio is per tournament and per role, so the same page genuinely looks different to two people. Please include:

• Which tournament or series it concerns — the name, and the short name if you know it.
• A link to the exact page. Copying the address out of your browser is the quickest way for us to land on the same screen as you.
• A screenshot of the whole window, including any error message, and the time it happened if timing matters.
• The e-mail address you are signed in with, and which role you are using (club, tournament administrator, referee, and so on).
• What you expected and what happened instead, and whether it used to work.
• For a match: the match number, the two teams and the kick-off time. For a payment or invoice: the invoice number and the amount.

Never send your password. Profixio support does not need it and will not ask for it.

At the very bottom of the side menu there is a link called About this app. It opens a page of short posts written by Profixio — notices, news and background about the app itself. There is a language chooser at the top of the page, and the posts shown follow the language you pick.

It is deliberately a different thing from this help center: the information page carries announcements, the help center carries how-to articles. Neither one is a support channel — if you need an answer, use e-mail or the helpdesk portal.

Where your federation offers an AI chat assistant, the articles in this help center are among the sources it answers from, so what it tells you should match what you read here.

The assistant is not built into Profixio's own screens — there is no chat box inside the tournament pages. You reach it wherever your federation has put it. If it cannot answer, or if the answer does not match what you see on screen, fall back to e-mail or the helpdesk portal and mention what the assistant told you.

Profixio does not publish a public status page.

If the whole site is unavailable you will see a full-page message headed Maintenance Mode, explaining either that servers are being upgraded or that traffic is unusually high. That page is shown deliberately and it goes away by itself; there is nothing to report and nothing you can do except wait a few minutes and reload.

If the site is up but something inside it is not working, that is worth reporting. Send the time it happened, the page address and a screenshot — the time matters, because it is what lets us find your request in the logs.

If you are in the middle of a tournament and have ordered extended phone support, call instead of writing.

• Signing in, passwords and what to do when you cannot get in — see Accounts and signing in.
• Who can see and do what inside a tournament, and how to give someone access — see Giving people access to a tournament.
• Helping translate Profixio into your language — see Translating Profixio.