Chat

Who this is for: everyone Applies to: all

What this page covers

Why a message won't post, why your chat alerts are more (or fewer) than someone else's, what happens when you send with no signal, why the edit/delete options disappear after a short window, why a mention or new channel request fails, and what to do when an attachment preview is missing.

Common problems

You can't post a message

Symptom: The send button does nothing, or the app says you can't post to this channel.

Likely cause: One of these is true:

You're not a member of the channel.
The channel was closed (archived) by a team admin.
A team admin muted you in the channel — mutes are usually temporary.
Athletes can't post in a channel where every other member is also an athlete (and in an organization-wide channel, at least one other member must be a coach, team admin, or owner).
You're sending faster than the app allows (there's a short limit per minute).
Your message is too long (there's a 2,000-character limit).

What to do:

If you're not a member, ask a team admin to add you to the channel.
If the channel was closed, ask the admin — no one can post to it anymore.
If you were muted, wait for the mute to lift (it lasts the length your admin chose — minutes, hours, or indefinite) or ask the admin to remove it.
If you're an athlete and the channel is all athletes, ask a coach or team admin to join the channel, then try again.
If you're sending quickly (more than about ten messages a minute), pause for a moment and try again.
If the message is long, trim it below the 2,000-character limit and send again.

You're getting (or missing) more chat alerts than you expected

Symptom: You expected an alert only for messages that mention you, but you're getting one for every message — or a teammate's alerts are different from yours.

Likely cause: Each channel has a bell setting — All messages / Mentions only / Muted. The default is Mentions only, but if you're a coach, team admin, or team owner and haven't set your own preference for that channel, the app treats you as All messages — leaders hear about every message by default. Each person can change this for their own account.

What to do: Open the channel list, tap the bell for the channel, and pick the level you want (choose All messages to be alerted about every message, or Muted for none). If a bell change doesn't seem to take effect, close and reopen the channel list.

An athlete can't post in a channel that's all athletes

Symptom: An athlete's message won't send even though they're a member and nothing else is wrong.

Likely cause: Athletes can only post in a channel that includes at least one other member who isn't an athlete. In an organization-wide channel, at least one other member must be a coach, team admin, or owner. This is about who belongs to the channel — a coach doesn't have to have the channel open.

What to do: Ask a coach or team admin to join the channel (or to add another non-athlete member), then send again.

"@coach" or "@all" mention doesn't go through

Symptom: You tag a role — @coaches, @athletes, @all — and nothing happens, or sending fails.

Likely cause: Role-wide mentions are restricted by role:

Team admins can mention everyone in their team's channels.
Coaches can mention everyone (@all) only inside a group channel.

If you're a coach trying an @all (or similar role-wide mention) outside a group channel, that's the restriction — it won't go through.

What to do: Ask a team admin to send the mention, or tag the specific people you need individually.

You can't create a channel

Symptom: There's no option to create a new chat channel, or creating one fails.

Likely cause: That's by design — only team admins and owners can create channels. Coaches and everyone else are members of channels that already exist.

What to do: Ask a team admin to create the channel you need.

A message won't send with no signal

Symptom: You're offline and your message stays stuck next to the input box, or sending fails.

Likely cause: Chat needs a connection to send. Unlike attendance check-ins, messages are not saved on your device to send later.

What to do: Get back online (turn off airplane mode, return to signal), then send the message again.

Someone isn't receiving your messages

Symptom: One specific person never responds in chat and never seems to see your messages — while everyone else does.

Likely cause: They may have blocked you. A block filters the blocker's side: the person who blocked you no longer sees your messages in chat, and alerts about you don't reach them. The app tells neither side, and whether a block also affects what the blocked person sees from the blocker is still being confirmed — so don't assume it works both ways. On your side, the message still sends normally to everyone else.

What to do: There's nothing to fix. Respect the block; if something is genuinely urgent, ask a coach or team admin to pass the message along.

You can't edit or delete after the short window

Symptom: The Delete option disappears from one of your messages (or editing isn't available to you).

Likely cause: Only the person who wrote a message can edit it. Deleting your own message only works for a short time after sending (about 15 minutes). After that window, only a team admin can delete it.

What to do: If the message really needs to go, ask a team admin to remove it. Otherwise, leave it in place.

A missing attachment preview

Symptom: An image or file you sent shows no preview, or the send seems to fail.

Likely cause: The file didn't finish uploading — usually no connection, or the file is too large (the limit is 100 MB) — or the preview was still being prepared.