Help

Support

A real person reads every message. One of us, in Post Falls, Idaho.

The fastest way to reach us is inside the app — Profile → Help & support. That form arrives with your account attached, so we can usually answer without a round of "which account is this?". If you can't get into the app, or you'd rather not, email cherry@officialapp.net.

We answer within two business days. If something is stopping you working a game today, say so in the subject line and we will get to it first.

1. Game pay and no-shows

OFFICIAL never handles game pay. The figure on a game is what the coach has committed to pay, and it is settled between the two of you however that league already settles it. We do not collect it, hold it, escrow it, or guarantee it — that is §5 of the Terms, and it is the single most important thing to understand about the app.

If someone has not paid you, ask them first — most of these are an oversight rather than a refusal. If that goes nowhere, report the account (Profile → the person's profile → Report) or email us. We can act on an account that repeatedly fails to pay, up to and including removing it, and we take a pattern much more seriously than a single dispute. What we cannot do is pay you ourselves or make them pay you. We would be misleading you if we suggested otherwise.

If an official did not turn up, the same route applies. On-time history is part of what other coaches see, so reporting it is also how the next coach gets a warning.

2. Account, sign-in and deletion

Forgotten password. Tap Forgot password? on the login screen. The link arrives by email and is single-use. If it does not arrive within a few minutes, check spam before writing to us — it is nearly always there.

Locked out. Five wrong passwords within fifteen minutes locks an account for a short period. It unlocks on its own; you do not need us.

Email not confirmed. A new account has to confirm its email before it can do anything. If the message never came, we can re-send it.

Deleting your account. You can do this yourself, in the app, at Profile → Help & support → Delete account permanently. It is permanent: your profile, certifications, photos, ratings, support history and notifications go with it. Games you have already worked stay on the other person's record with your name removed, because their history is theirs. We do not require you to email us to leave.

3. OFFICIAL Pro and subscriptions

Pro is an auto-renewing subscription, billed by Apple or Google — not by us. That has three consequences worth knowing:

• To cancel, pause, or change plan, use your App Store or Google Play account settings. There is a shortcut in the app at Profile → Manage subscription, but the change itself happens on the store's side. We cannot cancel it for you.
• Refunds are Apple's or Google's to give, not ours. Apple's form is at reportaproblem.apple.com. Tell us as well if something in the app was the reason — we would rather know.
• Restoring a purchase after reinstalling or on a second device: Profile → Manage subscription → Restore purchases, or the same link at the foot of the subscribe screen.

Paid and still not Pro? Tap Restore purchases first — that resolves most of it. If it does not, email us with the date and the store you bought it through and we will fix the account by hand.

4. Games, claims and crews

"There are no games near me." Two likely reasons. Your travel radius may be narrower than the nearest league — widen it in Profile → Home base. Or there genuinely are not any yet: we are building coverage area by area, and an area is only as good as the coaches in it. Tell us where you are and we will tell you honestly where we stand.

A game disappeared from the feed. Games stop being claimable once their start time passes, and they leave the feed when they fill. If you had claimed it and it is gone, the coach cancelled it — you will have a notification.

Claimed by mistake. Withdraw from the game detail screen. Do it early: a coach who loses an official the night before has a real problem, and withdrawals are part of your record.

A game is at the wrong time. Start times are stored as the local wall-clock time of the venue. If a game looks hours out, the time zone on the game is wrong rather than your phone — send us the game and we will correct it.

5. Certifications

Add one from the Certifications section of your own profile, with a photo or PDF of the document. We check it by hand, usually within two business days.

If it is rejected, the reason comes back with it and you can resubmit — up to three attempts in total. The most common reasons are a photo too blurry to read and an expiry date that has already passed.

What a verified certification means, and does not. It means we looked at the document you sent and it says what you say it says. It is not a background check, and we do not run them — screening officials is the league's job, and §11 of the Terms says so plainly. Anyone telling you otherwise is wrong, including us if we ever slip.

6. Reporting, blocking and safety

Every post, reply, event, review and profile in the app has a report control, and every profile can be blocked. A report goes to a moderation queue that a person reads; blocking takes effect immediately and is reversible at any time from Profile → Blocked accounts.

Blocking is deliberately social only. It hides the two of you from each other in the community, but it does not remove either of you from the games marketplace — quietly dropping someone out of a market with games and pay attached would strand assignments neither of you meant to lose.

If something needs urgent attention — a threat, a safeguarding concern, anything involving a minor — email cherry@officialapp.net and put URGENT in the subject. If someone is in immediate danger, contact your local emergency services first. We are a small team and we are not an emergency service.

7. Notifications and calendar

Not getting notifications? Check that they are allowed for OFFICIAL in your phone's Settings, then check Push notifications in the app's own Profile settings — it is a separate switch, so you can turn ours off without turning notifications off across the phone. In-app notifications expire after three days by design, so an old one being gone is not a fault; they are in Profile → Notification inbox until then.

Your schedule in your own calendar. Schedule → Add to your calendar gives you a subscription link that keeps itself up to date. Treat that link as private: anyone who has it can read your schedule. You can rotate it from the same screen if you ever need to.

8. Your data

The short version: no analytics, no advertising, no tracking, and nothing sold. The long version, including every processor we use and exactly who can see what, is the Privacy Policy.

To get a copy of your data, correct it, or have it deleted, email cherry@officialapp.net. We respond within 30 days, and usually much faster.

9. Still stuck

Write to us. cherry@officialapp.net, or Profile → Help & support in the app.

Telling us the account email, what you tapped, and what happened instead saves a whole round trip — but if you would rather just say "this is broken", say that. We would rather hear it badly than not hear it.

Official. LLC · 784 S. Clearwater Loop, Ste B, Post Falls, ID 83854, USA