Troubleshooting Common Issues

Introduction

Most issues within iSoccer can be resolved quickly by reviewing account settings, subscriptions, team memberships, or training plan configuration.

This guide covers the most common questions and problems reported by users.

I Cannot Create a Training Plan

Possible Causes

• You are not logged in.
• You have not selected a subscription plan or Free Tier.
• Your Free Tier account already has its maximum number of active plans.
• Your subscription is no longer active.

What To Do

1. Confirm you are logged in.
2. Open the Subscription page and verify your subscription status.
3. Check whether your Free Tier account has reached its plan limit.
4. Refresh the page and try again.

If the problem continues, contact Support.

Premium Drills Are Locked

Possible Causes

• You are using Visitor Access.
• You are using Free Tier.
• Your subscription has expired.
• Your Team Membership is no longer active.

What To Do

1. Open the Subscription page.
2. Confirm your current access level.
3. Verify your Team Membership status if applicable.

Premium drills are available to:

• Individual Subscribers
• Team Owners
• Team Members

I Cannot Run a Training Plan

Possible Causes

• The plan contains no drills.
• The plan has been archived.
• Your account access has changed.
• A temporary platform issue has occurred.

What To Do

1. Confirm the plan contains active drills.
2. Check whether the plan has been archived.
3. Verify your subscription status.
4. Try opening the plan again.

My Team Plan Is Missing

Possible Causes

• The plan has not yet been assigned.
• The assignment has been removed.
• You are no longer an active Team Member.

What To Do

1. Open the My Team page.
2. Verify your team membership.
3. Check assigned plans.
4. Contact your Team Owner if necessary.

I Cannot Join a Team

Possible Causes

• The invitation was sent to a different email address.
• The invitation has not yet been accepted.
• The team has no available seats.
• Your account is linked to a different email.
• You have individual plan with a scheduled pending such as switching to other plan or scheduled pending end of plan.

What To Do

1. Confirm the invitation email address.
2. Verify you are logged into the correct account.
3. Contact the Team Owner for assistance.
4. Remove your scheduled pending in subscription page.

My Reward Points Have Not Updated

Possible Causes

• Reward processing is still pending.
• Weekly reward calculations have not yet completed.
• Eligibility conditions have not been met.
• The reward is waiting to become claimable.

What To Do

1. Review your Reward Wallet.
2. Check Claimable Points.
3. Review recent reward transactions.
4. Allow time for scheduled reward processing.

I Cannot Redeem a Voucher

Possible Causes

• You do not have enough available points.
• The voucher amount is below the minimum redemption threshold.
• The voucher has already been used.
• The voucher has expired.

What To Do

1. Review your Available Points balance.
2. Confirm the voucher status.
3. Review voucher history.

My Voucher Does Not Work

Possible Causes

• The voucher code was entered incorrectly.
• The voucher has expired.
• The voucher has already been redeemed.
• The voucher is not eligible for the selected purchase.

What To Do

1. Copy and paste the voucher code.
2. Verify the voucher status.
3. Review voucher eligibility requirements.

I Cannot Change My Email Address

Possible Causes

• The new email address is already used by another account.
• Email verification has not been completed.
• A temporary account issue exists.

What To Do

1. Verify the new email address is unique.
2. Check your inbox and spam folder for verification emails.
3. Complete email verification.

I Forgot My Password

What To Do

1. Open the Login page.
2. Select Forgot Password.
3. Follow the password reset instructions.
4. Create a new password.

My Subscription Payment Failed

Possible Causes

• Payment method expired.
• Insufficient funds.
• Temporary payment provider issue.
• Bank declined the transaction.

What To Do

1. Review payment details.
2. Update your payment method.
3. Contact your payment provider if required.

The Website Looks Incorrect on Mobile

What To Do

1. Refresh the page.
2. Update your browser.
3. Close and reopen the browser.
4. Try another device if available.

If the issue continues, include screenshots when contacting Support.

Still Need Help?

If your issue is not covered in this guide:

1. Visit the Help Centre.
2. Review the FAQ section.
3. Create a Support Ticket.

The support team will be happy to assist.

Next Step

Many common questions are answered in the Frequently Asked Questions guide.

Continue to:

Frequently Asked Questions