8 min read · Updated 2026-08-02

A Chat Member Is Missing or Cannot Send Messages

Check group status, membership rules, branch and Batch assignments, reply permissions, plan access and attachment limits.

Confirm the group is active

  • Archived and deactivated groups are read-only.
  • A read-only group prevents Player replies and may restrict Coach or staff messaging.
  • Open Group Information to review the group status and notification setting.

Player missing from an Academy group

  • Confirm the Player is active in the relevant branch, Program or Batch.
  • Confirm the group type matches the Player assignment.
  • Recent Batch transfers may not synchronize membership immediately in the current implementation.
  • Close and reopen the app and group before contacting Support.

Coach missing from an Academy group

  • Confirm the Coach remains attached to the Academy.
  • Confirm the Coach is assigned to the relevant branch or Batch.
  • A removed or detached Coach may lose group eligibility.
  • Academy group access does not require Coach Pro.

Staff member cannot send

  • Confirm the staff account has Attendance & Communication permission.
  • Confirm the Academy staff member is assigned to the branch.
  • The current read-only staff behaviour requires runtime validation; contact Support when the screen wording and actual access do not match.

Player or Coach sees a read-only composer

  • The Academy or Coach owner may have disabled replies.
  • The group may be deactivated or archived.
  • The member may no longer be eligible for that group.
  • One-to-one interest chats remain separate from Academy group permissions.

Message or attachment will not send

  • Check the internet connection.
  • Chat attachments must remain within the current 10 MB limit.
  • Allow camera or photo access when using the camera or gallery.
  • Use Image Upload when the camera cannot be opened.
  • Retry once after reopening the chat. Avoid sending the same message repeatedly.

Contact Support when

  • A newly eligible member remains missing after a new login.
  • A removed member remains in the group.
  • A user with confirmed permission still cannot send.
  • The app repeatedly reports Could not send message or Could not upload file.

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