If a guide doesn't solve your problem, email us. The more we know about what you were doing, the faster we can fix it, so this guide covers what to send.
Short version
Email info@eightyfivecreative.com. Include the version number from the app header (for example v1.1.1), the game link, your browser and device, and the steps that led to the problem. We usually reply within 1 to 2 business days.
Before you write
Many problems have a quick fix in Fix common problems: a page that won't load, a change that didn't save, a team that won't delete, or scoring with a bad connection. It's worth a look first, especially during a game.
How to reach us
Email info@eightyfivecreative.com. We usually reply within 1 to 2 business days.
Write from the email address on your StatsCastr account if you can. For anything to do with your account, such as changing your name or email or deleting your account, we need the request to come from that address. See Your account and data.
What to include
The version number
It's in the app header, next to your name, for example v1.1.1. On a phone, tap the three lines at the top right: the menu shows your name and the version, such as StatsCastr v1.1.1. It tells us exactly which version of StatsCastr you were using.
The game link
If the problem is with a game, send its link. Tap Fan link on the game's page and paste it into your email, or copy the address from your browser's address bar (a scheduled game has no Fan link yet). Either works: the fan link is statscastr.co/g/ followed by the game's number, and the address bar shows statscastr.co/games/ with the same number. For a team or a season, tell us its name.
Your browser and device
For example "Safari on an iPhone 15" or "Chrome on a Windows laptop". Some problems only happen in one browser.
What happened, step by step
- What you were doing, and which page you were on.
- What you tapped, in order.
- What you expected to happen.
- What happened instead, with any message word for word.
A screenshot or a short screen recording helps a lot, especially of an error message.
Also mention the sport, and whether you were online, on weak signal, or offline at the time.
Messages that mean "email us"
If StatsCastr shows "StatsCastr couldn't sign in to ScoreCastr. Contact support." or "ScoreCastr rejected the stats data. Contact support.", email us with the game link. These can't be fixed from your side.
What not to send
- Never send your password. We'll never ask for it, and we don't need it to help.
- Don't send full rosters or students' personal details unless we ask. A team name and game link are enough.
An example email
This is what a helpful message looks like:
- Subject: End Game did nothing, basketball
- Version: v1.1.1
- Game: statscastr.co/g/1234
- Device: Chrome on a Samsung Galaxy phone
- What happened: In the fourth quarter I tapped End Game on the Live page and confirmed. The game stayed live. I reloaded and it still showed Live. Signal was weak at the gym.
Checklist
- Checked Fix common problems first
- Emailing from the address on your account
- Version number from the header included
- Game link included, if it's about a game
- Browser, device and step-by-step description included
- No password in the email