Short answers to what organizers ask support most often. Where a question deserves a proper walk-through, there is a link to the full article.
Tournament and participants
Why are some players highlighted in red when the tournament has no age limit?
The highlight does not come from the tournament — it comes from the team's own age category. If the team card has a year on it, say 2005, then a player born earlier is flagged red no matter what limits the tournament has. Clear the year on the team and the flag goes away.
Only organizers see the flag, and it blocks nothing: the app will accept an application with that player. It is a hint, not a gate.
Individual tournaments work differently: there the red flag comes from the tournament's own age criterion. If no criterion is set, nobody is flagged.
What are «Trials» and how do they differ from the main event?
That is how a child individual tournament (the 1×1 format) inside an event is labelled; the event itself is marked Main event. Participants, matches and certificates belong to the child tournament. If you open the main event's card and find neither applications nor certificates, you almost certainly need to open the specific trial.
What is the difference between a tournament application and a match line-up?
The tournament application is the list of everyone who plays for the team in that tournament. The match line-up is picked out of that application and belongs to one specific game. In detail — «The team's tournament application» and «The match line-up».
Matches and results
The semi-final ended in a draw — how do I record the penalty shootout?
First enable the shootout in the tournament rules, otherwise no button appears in the match. After that a Start penalty shootout button appears in any match that ends level in regulation, and the app asks whether to enter the kicks one by one or just the shootout score. In detail — «Draws and penalty shootouts».
The standings show more wins than the results do
Most likely some draws were decided on penalties and the rules award separate points for a shootout win. Shootout wins are included in the total wins — the table has separate Wp and Lp columns for them. A worked example is in the shootout article.
I cannot find a match that has already been played
The match list opens on the Today tab, with Upcoming and Archive next to it. Played matches live in Archive. Search by team name works there too — faster than scrolling through dates.
The playoff matches are not showing, although they existed
Most likely the tournament is marked Finished — which happens automatically once the end date passes. On a finished tournament the Matches tab only shows matches that already have a result, so every unplayed one drops out of the list, and a freshly created one disappears immediately: it is still «Not started».
Two ways to reach them:
- The fast one: tournament → the Stages tab → the stage you need. The bracket shows matches whatever their status, and the score is entered from there.
- To bring the list back: tournament settings → Status → Started. If the end date has already passed, move it forward too, or the tournament will close itself again.
The matches have not gone anywhere — they are merely hidden. Deleting a playoff stage wipes everything in it, including matches already played with their scores. See «Setting up the structure by hand».
Certificates
I issued the certificates but the player does not see them
Check that the player is looking in their own profile: Achievements → Certificates, not on the tournament page. If it is empty there while the certificate exists, the usual cause is that the player's card in the tournament is not linked to their main card — the certificate is issued to whichever card is in the application. In detail — «Certificates for participants».
Does «Create all diplomas» top up the missing ones?
No. It recreates the whole list from scratch: the old certificates are deleted along with any images already generated for them. Files you have already exported to your computer are not affected.
The certificate list is empty although I definitely created them
Check which tournament you are in. In events with child tournaments the certificates live in the tournament the participants actually played — the trial, not the main event.
No template is selected and there are no images — how to restore
In this order: pick the certificate template again → create the certificates → run Bulk create images of certificates. The first two steps give you the records, the third gives you the pictures. Skip the third and you get certificates the player sees in his profile, but without an image.
App and devices
Incoming RTMP does not work in the TestFlight build on iPhone
Incoming RTMP is implemented in the desktop versions of the app — Windows and macOS. Mobile builds do not have it, so an iPhone will not pick the stream up. The ffmpeg you installed on your computer is unrelated: the app on the phone knows nothing about it.
Where do I get the desktop version?
Desktop builds are published outside the app stores, and there is no public download page yet — support will send you the link to the current version. An app that is already installed checks for updates on its own and offers to update when a new version ships.
How do I download a team or club logo?
Open the club or team card for editing and tap the logo itself — a menu appears: Replace, Edit, Download file, Copy link, Delete. The same menu opens on a player's photo in the squad shooting screen.
Background removal on photos is slow
The processing takes time, and on some devices it goes through the server — on a weak connection the wait is then noticeable. It is an optional step: in the shot editor you can simply not press Background removal — the photo is saved as it is, and the background can come off later through Edit on the same card.
Question not here
Write to us — we answer and keep adding whatever comes up most often. When a topic turns out to be big, it becomes a proper article instead of a paragraph here.
Still stuck? Write to support@nsgsoft.me and we will help you sort it out.