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FAQ

Who this is for: new users — parents, athletes, coaches, team admins Applies to: all platforms (Android, iOS, web)

What this page covers

Quick, plain-English answers to the questions new families and coaches ask most. Each answer points to the page that explains the topic properly. Where the current documentation doesn't say, it says so — see "Questions we don't have answers to yet" at the bottom.

How do I get my child on a team?

A parent registers the athlete in the app (a guided, step-by-step flow). The team must be accepting new members — teams join using a passcode that the team admin shares. Not every team is open all the time; teams accept members during a registration window. The flow walks you through your child's details and photo, medical information and emergency contacts, and three consent agreements (team policies, liability waiver, photo release), and finishes with paying the team fee.

See also: Register an athlete — the step-by-step guide.

How do I pay?

Open the Pending payments screen, which lists every fee your family still owes. On a fee, tap the pay button:

  • On a phone, a card-entry sheet slides up and you pay in the app.
  • On a computer, Groupset takes you to a secure payment page and brings you back when you're done.

If you have a promo code (a discount code), you can apply it before paying. If a payment fails, you can retry with the same or a different card. After a successful payment the status changes to Paid and you get a receipt. See concepts.md for what each payment status means.

If you never see a Pay Now option, your team may not have finished setting up its payout account — ask your team admin to check the team's payment setup (see Connect your payment account).

See also: Payments; Promo codes.

Can the athlete log in themselves?

Yes. When a parent registers the athlete, the app can email a signup link so the athlete creates their own login. The link expires after 48 hours, so set it up soon after it arrives. If the family prefers, the athlete can instead have a parent-managed account — no separate login — and the parent handles everything in the app for them.

Can both parents manage my child?

Yes. The parent linked to the child can invite another parent or guardian as a co-parent: you enter their email address, and they receive an invitation link that is good for 48 hours. Once they accept, both of you can see and manage the child. See Co-parents and guardians.

How can a parent become a coach?

A parent asks from their own profile by sending a coach promotion request: they say which NICA license level they hold and when it expires, with an optional note and the group they'd like to coach. The team admin reviews the request and approves or denies it — they check the license against NICA's own records by hand, so keep your license current. You can withdraw a waiting request, and if it's denied you can ask again. See Becoming a coach; Roles and permissions.

What does "pending" on a payment mean?

It means the fee is due and hasn't been paid yet. It stays Pending until the payment succeeds (then it becomes Paid), fails (then you can retry), or is otherwise stopped or refunded. You'll keep seeing it on the Pending payments screen until it's settled, and the app may send payment reminders while it's outstanding.

How do I get a refund?

Refunds are handled by your team — there's no self-serve refund option in the app. To request one, ask your team admin, who processes refunds manually.

How do I see my own (or my child's) attendance?

  • Athletes open the My Attendance screen, which shows their check-in history, totals, and their current attendance streak. Athletes don't check themselves in — a coach or team admin records attendance at practices (a parent can check their child in and out on race day).
  • Parents see their child's attendance on the child's attendance screen. Parents see their own children only.
  • Coaches and team admins can view attendance reports for the groups or team they cover — by group, by grade, or for one athlete.

See also: Roles and permissions; Attendance.

What are the tabs at the bottom of the screen?

Everyone gets Home, Events Hub, and Chat. Group appears for coaches, Family for parents, and Activities for athletes (and for people who aren't parents). If you're a parent and not an athlete, there's no Activities tab — open My Activities from the navigation menu instead. The tabs change with your role on the selected team.

See also: Your first look around.

Where do race results come from?

Race results are brought into Groupset automatically from the race's timing system — coaches and admins don't type them in. On race day, results appear live, so as soon as the timing system publishes a result it shows up in the app, and athletes and parents can see places and times without waiting for someone to post them. Everyone on the team can see the results, on the race's page.

See also: Race results.

Do I need to install anything for maps?

No. Maps are built into Groupset and work offline — there's no separate map app to install and no extra download. An event's page can show its location on a map, and ride routes from synced activities are drawn on the same built-in maps.

How do we track our family's volunteer hours?

Your dashboard shows a volunteer-hours card with the hours your family has earned next to the team's family target (if your team admin set one). Hours are credited when you check out of a shift — or confirm it afterwards if you forgot to check in — and season totals earn milestone badges. See Volunteering.

Who can see medical information?

Medical information is treated as sensitive. On the coach side, viewing it needs a NICA license level of Level 2 or higher. Team admins can access it through member records. Coaches below Level 2 and — except for their own child's records — other families cannot. (The performance dashboard is separate: every assigned coach can open it regardless of license level.)

See also: Roles and permissions; Medical and consents.

What happens when a check-in happens with no signal?

The check-in still works. While the app can't reach the service, your recent data stays viewable from a copy on the device, and the check-in (or check-out) is saved and sent automatically once the connection comes back. A banner and a small badge show that something is still waiting to sync.

See also: Core concepts — offline section; Troubleshooting: offline and sync.

How do I contact Groupset support?

If you've looked through this wiki and still need help — the app isn't working, you can't get into your account, or you have a question nobody on your team can answer — see Getting help. Support is handled by email at support@groupset.app.

Questions we don't have answers to yet

The documentation is still growing. These questions don't have a source answer yet, so we've written "Not specified" rather than guessing:

  • Registration window — how does a family know a team is currently accepting new members, and where in the app are the window dates shown? (Not specified.)
  • Partially paid — some payment records can show a "partially paid" state, but what triggers it isn't described. (Not specified.)
  • Switching to athlete login later — can an athlete with a parent-managed account switch to their own login later, after the original 48-hour link has expired? (Not specified.)

If you hit one of these, ask your team admin first — and if they can't answer it, the Groupset team can help. See Getting help.

More in: Register an athlete (getting started); Payments and Attendance (guides); Troubleshooting: payments.