Support

Need Help?

Get In Touch

You can reach our support team by email or by submitting a ticket directly in the app under Profile > Support. We aim to respond within 24 hours.

joe@all-about-football.co.uk

New Here?

Getting Started

How do I create an account?

Download the All About Football app from the App Store (iOS) or Google Play (Android). Tap Sign Up and enter your name, email, and a password (minimum 8 characters). You can also sign up using Sign in with Apple on iOS. After registering, you'll receive a verification email — tap the link to activate your account.

I didn't receive my verification email

Check your spam or junk folder first. If you use an Apple "Hide My Email" address, ensure it's forwarding correctly. If the email still hasn't arrived, go back to the login screen and try registering again with the same email — a new verification email will be sent. If the issue persists, contact us at the email above.

What happens after I verify my email?

Once verified, you'll be taken through a short onboarding questionnaire to set your preferred position (goalkeeper, defender, midfielder, forward, or flex), skill level, and how you heard about us. This helps us balance teams and improve your experience. You can update these at any time from your profile.

How do I reset my password?

On the login screen, tap Forgot Password. Enter the email address associated with your account and we'll send you a reset link. The link expires after a short time for security, so use it promptly. If you don't receive the email, check your spam folder or try again.

Playing Football

Events & Bookings

How do I find and join an event?

Browse upcoming events on the home screen. You can filter by location, date, or price, and search by event name. Tap an event to see full details including venue, time, price, and how many spots are left. To join, tap Join Event. If the event is free, you're signed up instantly. If it's a paid event, you'll be prompted to pay using your wallet balance or a debit/credit card.

What does the event detail screen show?

The event detail screen shows the event title, date, time, venue (with a map), price, number of spots remaining, the organiser, and the list of attendees. You'll also see a weather forecast for outdoor events (available up to 7 days before), a group chat for attendees, and team assignments (visible from 3 hours before kick-off). If you're signed up, you can view your QR code for check-in.

Can I bookmark events for later?

Yes. Tap the bookmark icon on any event to save it. You can view all your saved events from your profile. Bookmarks sync across your devices automatically.

Can I add events to my phone's calendar?

Yes. Once you've joined an event, you can add it to your device's calendar directly from the event detail screen. The calendar entry includes the event title, venue, date, and time.

Can I subscribe to an organiser or location?

Yes. You can subscribe to specific organisers or locations. When a new event is created at a subscribed location or by a subscribed organiser, you'll receive a push notification so you can book early. Manage your subscriptions from Profile > My Subscriptions.

Can I bring a friend who doesn't have the app?

Yes. If the organiser has enabled the guest feature, you can add a guest to an event and pay on their behalf. Tap Add Guest or Pay for Friend on the event detail screen. Your guest will be added to the attendee list.

What does "Go Live" mean?

Some events have a scheduled "Go Live" time, meaning bookings don't open until that date and time. If you've subscribed to the organiser or location, you'll receive a push notification when the event goes live so you can secure your spot.

Changed Your Mind?

Cancellation & Refunds

How do I cancel my spot in an event?

Open the event detail screen and tap Leave Event. You can leave an event at any time before it starts, but your eligibility for a refund depends on when you cancel relative to the cancellation deadline.

What is the cancellation window?

Each event has a cancellation deadline, typically 24 hours before the scheduled start time (though it may vary by event). The cancellation window and deadline are displayed in the app beneath the Join Event button before you sign up, and as a countdown after you've joined. The "start time" is the earlier of the two times shown under "Time" in the app (e.g. for "15:00 – 16:00", the start time is 15:00).

Will I get a refund if I cancel?

If you cancel before the cancellation deadline (i.e. within the cancellation window), you'll receive a full refund to your in-app wallet. If you cancel after the deadline has passed (too close to kick-off), no refund or credit will be issued. Free events don't involve payments, so there's nothing to refund.

What happens if the organiser cancels an event?

If an event is cancelled by the organiser, your payment will be automatically refunded to your in-app wallet. If you would like a refund to your original payment method instead, you can request one by opening a support ticket in the app (Profile > Support) stating the event name, location, time, and date.

Can I get a refund to my bank card instead of my wallet?

Standard cancellation refunds go to your in-app wallet only. Refunds to your original payment method are available when an organiser cancels an event — submit a support ticket with the event details to request this. Your wallet balance can be used for future events.

Event Full?

Waitlist

How does the waitlist work?

When an event is full, you can join the waitlist. You'll be placed in a queue based on the order you joined. If a spot opens up (someone cancels), the next person on the waitlist receives an offer to join. You'll get a push notification and an email. You have a limited time to accept before the offer expires and is passed to the next person.

How long do I have to accept a waitlist offer?

The offer window depends on how far away the event is:

Less than 2 hours to kick-off: 15 minutes to accept
2–24 hours away (during daytime 9am–9pm): 1 hour to accept
2–24 hours away (outside 9am–9pm): Up to 12 hours, capped so it expires after 10am the next morning
More than 24 hours away: 12 hours to accept

You'll receive reminders before your offer expires. If you don't accept in time, the offer moves to the next person on the waitlist.

Can I leave the waitlist?

Yes. You can leave the waitlist at any time from the event detail screen by tapping Leave Waitlist. You won't be charged anything for joining or leaving the waitlist.

Money Matters

Wallet & Payments

What is the in-app wallet?

Your wallet is a balance stored within the app that you can use to pay for events instantly. It's the fastest way to join events since payment is immediate. Your wallet balance is shown on the Wallet tab and updates in real-time. Refunds from cancelled events are also credited here.

How do I add money to my wallet?

Go to the Wallet tab and tap Top Up. Choose a quick amount (£10, £25, £50, or £100) or use the slider to select a custom amount. The minimum top-up is £5 and the maximum is £150. Custom amounts are available in £5 increments. Pay securely using a debit or credit card via Stripe. On iOS, Apple Pay is also available.

Are there any promotional top-up bonuses?

From time to time, we run promotional top-up bonuses. When active, a "Current Promotions" card appears on the top-up screen showing the qualifying amount and bonus (e.g. "Top up £50+, get £5 bonus!"). Bonus amounts are added to your wallet automatically and may have an expiry date.

How do I pay for an event?

When you tap Join Event on a paid event, you'll see your payment options:

Wallet: If you have enough balance, tap "Pay with Wallet" for instant booking.
Card: Pay with a debit or credit card via Stripe's secure payment sheet.
Apple Pay (iOS only): Available if set up on your device.

If you have a partial wallet balance, you'll need to use one payment method for the full amount — split payments between wallet and card are not currently supported.

Where can I see my transaction history?

Go to the Wallet tab to see your current balance and recent transactions. Tap Transaction History to see a full list of all wallet activity including top-ups, event payments, and refunds, with dates and amounts.

I'm having trouble with a payment

If a payment failed or you were charged incorrectly, please contact us with your account email and a description of the issue. You can also submit a support ticket in the app under Profile > Support with the category Payment Issue. Include as much detail as possible: the event name, amount, and what happened.

Is my payment information secure?

Yes. All payments are processed securely through Stripe, a PCI-compliant payment processor. We never see or store your full card details. Card information is handled entirely by Stripe's secure infrastructure.

At the Venue

Check-In & Attendance

How does QR code check-in work?

When you arrive at an event, open the event detail screen and tap My QR Code to display your unique QR code. Show this to the organiser, who will scan it to confirm your attendance. Check-in is used to verify who actually attended, which feeds into your stats, achievements, and streak tracking.

What if the organiser doesn't scan my QR code?

Not all events use QR check-in. If an event doesn't use QR scanning, all confirmed attendees are automatically counted as having attended. Your stats and achievements will still be updated.

Fair Play

Teams & Balancing

How are teams assigned?

Teams are automatically balanced using a smart algorithm that considers your position (goalkeeper, defender, midfielder, forward, or flex), skill level, MVP wins, and experience (games attended). Players are distributed using a serpentine draft by position to create two evenly-matched teams.

When can I see my team assignment?

Team assignments become visible 3 hours before kick-off. Before that, the teams section will show a countdown. This gives the system time to account for last-minute joiners and cancellations before finalising the balance.

How is "skill" calculated for team balancing?

Your effective skill score is based on three factors:

Skill level (50%): Your self-reported skill level (1–10), set during onboarding or in your profile.
MVP performance (20%): Based on your total MVP wins (capped at 10 wins).
Experience (30%): Based on the number of events you've attended (capped at 50 games).

The algorithm aims for the highest possible balance score between the two teams.

Can the organiser adjust teams?

Yes. The organiser can manually swap players between teams, trigger a full rebalance, or reset team assignments entirely. If someone joins or leaves close to kick-off, the system may auto-adjust to keep things balanced.

Recognition

MVP Voting

How does MVP voting work?

After an event finishes, MVP voting opens and remains available for 24 hours. All confirmed attendees can vote for the player they think was the standout performer. You cannot vote for yourself. Once voting closes, the results are finalised automatically and the winner is announced.

Where do I vote?

Go to the event detail screen of a recently finished event. If voting is open, you'll see a Vote MVP button. Tap it to see the list of attendees and select your vote. You can change your vote at any time before the 24-hour window closes.

What is the MVP Leaderboard?

The MVP Leaderboard ranks players by total MVP wins across all events. You can access it from the Social tab. The top 3 players are displayed on a podium, with the rest listed below. Tap any player to view their full profile and stats.

Does winning MVP affect anything?

Yes. MVP wins are tracked in your player stats and contribute to your overall profile. They also unlock MVP-related achievements (e.g. "Star Player" for your first win, "GOAT" for 10 wins) and count towards your effective skill score for team balancing.

Earn Badges

Achievements

What are achievements?

Achievements are badges you earn by reaching milestones in the app. There are 26 achievements across 5 categories: Attendance, Streak, MVP, Social, and Special. When you unlock an achievement, you'll see a celebration animation in the app. View all your achievements and progress from Profile > Achievements.

What are the Attendance achievements?

First Timer — Attend your first event
Regular — Attend 5 events
Dedicated — Attend 10 events
Veteran — Attend 25 events
Legend — Attend 50 events
Centurion — Attend 100 events

Attendance is counted when you have a confirmed signup and have been checked in (or the event didn't use QR check-in).

What are the Streak achievements?

On a Roll — Achieve a 3-game attendance streak
Consistent — Achieve a 5-game attendance streak
Unstoppable — Achieve a 10-game attendance streak
Five Weeks Running — Play at least once a week for 5 consecutive weeks
Ironman — Play at least once a week for 10 consecutive weeks

Streak achievements are based on your best streak ever, so once earned they can't be lost.

What are the MVP achievements?

Star Player — Win your first MVP award
MVP Machine — Win 5 MVP awards
GOAT — Win 10 MVP awards
Back to Back MVP — Win MVP in 2 consecutive events
MVP Hat Trick — Win MVP in 3 consecutive events

What are the Social and Special achievements?

Social:

Social Butterfly — Follow 10 players
Popular — Get 10 followers
Influencer — Get 50 followers

Special:

Rain or Shine — Attend an event in the rain
Puddle Jumper — Play 2 games in the rain
Storm Chaser — Play 5 games in the rain
Full House — Attend a fully booked event
Night Owl — Attend an event starting after 8pm
Weekend Warrior — Attend 5 weekend events
Recruiter — Refer a friend to All About Football

Your Numbers

Player Stats & Head to Head

Where can I see my stats?

Go to Profile > Player Stats to see your full statistics including games played, MVP wins, attendance streaks, favourite venues, and more. Other players can also view your public stats by tapping on your profile.

What is Head to Head?

Head to Head lets you compare your stats with any other player based on events you've both attended. It shows:

Total games played together
When you first and last played together
Your top shared venues
MVP wins in events you both attended
A list of recent mutual events

Access Head to Head by tapping on another player's profile or from the event attendee list.

Community

Social Features

How do I follow other players?

Tap on any player's profile and tap Follow. You'll see their activity in your social feed and get notifications when they join events (if enabled). You can manage who you follow from Profile > Following.

What is the social feed?

The Feed tab is where All About Football shares announcements, updates, and community content. Posts are created by admins and organisers. As a player, you can like posts, leave comments, and interact with other players in the comments. It's a great way to stay connected between events and keep up with what's happening.

Can I block someone?

Yes. Tap on a player's profile and select Block. Blocked users cannot see your profile, send you messages, or interact with your posts. You can manage your blocked list from Profile > Settings > Blocked Users.

How do I report inappropriate content?

Tap the menu icon (three dots) on any post or comment and select Report. Choose a reason for the report and submit. Our moderation team reviews all reports and takes appropriate action. You can also report users directly from their profile.

How do I discover new players?

Use the Discover feature on the Social tab to search for players by name. You can also find new people to follow from event attendee lists and the MVP Leaderboard.

Communication

Chat & Messages

What is the event group chat?

Each event has a group chat where all confirmed attendees can send messages. It's useful for coordinating travel, discussing the game, or just chatting with fellow players. Access it from the event detail screen. Messages update in real-time.

How do direct messages work?

Organisers can send direct messages to all attendees or waitlisted players for an event. These messages appear in your Inbox (accessible from the Profile tab). You'll receive a push notification for new messages if enabled.

Be Prepared

Weather Forecasts

How does the weather forecast work?

Events within the next 7 days show a weather forecast on the event detail screen. This includes temperature, "feels like" temperature, wind speed, humidity, cloud cover, precipitation probability, and a weather icon. The forecast updates every hour and is based on the venue's location. Events happening more than 7 days away won't show a forecast yet — check back closer to the date.

Does rainy weather affect anything?

Playing in the rain counts towards the "Rain or Shine", "Puddle Jumper", and "Storm Chaser" achievements. Rain, drizzle, and thunderstorms all count. Events are rarely cancelled due to weather, but check the event chat or organiser messages for any updates.

Spread the Word

Referrals

How does the referral system work?

Every user has a unique referral code (found under Profile > Referrals). Share your code or referral link with friends. When a new user signs up and applies your code, you'll earn the Recruiter achievement. You can track your total referrals and this month's referrals from the referrals screen.

How do I apply a referral code?

You can apply a referral code during registration or afterwards from Profile > Referrals. Each account can only use one referral code, and you cannot use your own code.

Stay Updated

Notifications

What notifications will I receive?

The app sends push notifications for:

Game reminders — 24 hours and 2 hours before kick-off
Waitlist updates — When a spot opens up for you
Event chat messages — New messages in event group chats
Friend activity — When people you follow join events
MVP results — Voting results and award notifications
Go-live alerts — When subscribed events open for booking
Direct messages — Messages from organisers
Social activity — New posts from followed users, comment replies
Event updates — Changes to events you've joined
Organiser messages — Announcements from event organisers

Can I customise which notifications I receive?

Yes. Go to Profile > Settings > Notification Preferences to toggle each notification type on or off. You can control game reminders (24h and 2h separately), waitlist updates, chat messages (all messages or mentions only), friend activity, MVP results, go-live alerts, direct messages, social updates, and organiser messages.

I'm not receiving push notifications

First, check that notifications are enabled for the All About Football app in your device's settings (Settings > Notifications on iOS, or Settings > Apps > All About Football on Android). Then check your in-app notification preferences under Profile > Settings > Notification Preferences to make sure the relevant toggles are on. If notifications still aren't working, try logging out and back in, or reinstalling the app.

Feedback

Event Ratings

How do I rate an event?

After attending an event, you can rate it from the event detail screen. Tap Rate Event to give a rating from 1 to 5 stars and optionally leave a comment. You can update your rating at any time. Ratings help organisers improve future events.

Who can see my rating?

Individual ratings are only visible to the event organiser and app administrators. Other players cannot see your specific rating or comment. Organisers see an average rating and total count for their events.

Need More Help?

Support Tickets

How do I submit a support ticket?

Go to Profile > Support and tap New Ticket. Choose a category, add a subject and description, and optionally attach up to 5 screenshots. Your app version, device model, and OS version are automatically included to help us investigate. Available categories:

Bug Report — Something isn't working correctly
Feature Request — Suggest a new feature or improvement
Payment Issue — Problems with payments or wallet
Account Issue — Issues with your account or profile
Other — General questions or feedback

How do I check the status of my ticket?

Go to Profile > Support to see all your open and closed tickets. Tap a ticket to view the conversation, add replies, and see the current status. You'll also receive email notifications when there's a reply to your ticket.

Your Account

Profile & Settings

How do I edit my profile?

Go to the Profile tab and tap Edit Profile. You can update your name, profile photo, preferred position, skill level, and bio. Changes are saved and visible to other users immediately.

How do I change my password?

Go to Profile > Settings > Change Password. Enter your current password and your new password (minimum 8 characters). If you've forgotten your current password, use the Forgot Password option on the login screen instead.

How do I delete my account?

Go to Profile > Settings > Delete Account. This will permanently remove your account and all associated data including your profile, stats, achievements, and transaction history. Any remaining wallet balance should be used before deletion, as it cannot be recovered afterwards. You can also email us to request account deletion.

Is there a dark mode?

On Android, you can toggle between light and dark mode from Profile > Settings. On iOS, the app follows your device's system appearance setting (Settings > Display & Brightness).

Something Wrong?

Troubleshooting

The app is loading slowly or not loading at all

Try the following:

Check your internet connection (try switching between Wi-Fi and mobile data)
Close and reopen the app
Update to the latest version from the App Store or Google Play
Restart your device
If the problem persists, submit a support ticket with details about what you were doing when the issue occurred

I can't log in to my account

Make sure you're using the correct email address and password. Passwords are case-sensitive. If you've forgotten your password, tap Forgot Password on the login screen. If you signed up with Apple, use the Sign in with Apple button. After 5 failed login attempts, your account may be temporarily locked for security — wait 5 minutes and try again.

My wallet balance seems incorrect

Pull down to refresh your wallet screen to get the latest balance from the server. Check your Transaction History for recent activity. If you believe there's a discrepancy, submit a support ticket under the Payment Issue category with details of the expected vs. shown balance.

The map isn't showing the correct location

Some events may show an approximate location on the map. Check the venue name and address text for the exact location. If the pin seems wrong, the organiser may need to update the event's coordinates. Contact the organiser or submit a support ticket.

Legal

Terms & Policies

Terms of Service Privacy Policy