8 min read · Updated 2026-08-02

A Player or Coach Is Missing from a Selection List

Check branch, enrolment, assignment, status and duplicate-selection rules when a Player or Coach is not available for a Batch, Program, team or session.

Confirm the current branch and account context

  • Academy lists are normally scoped to the selected branch.
  • Coach personal-training lists are separate from Academy Player lists.
  • A Player or Coach connected to another branch, Academy or personal Coach relationship may not appear in the current selection.

Player missing from Add Players to Batch

  • The Player must have an active enrolment in the Program linked to the Batch.
  • The Batch must be active.
  • The Player must not already be assigned to that Batch.
  • Search using the registered mobile number and clear any Program or Batch filters.
  • For Per Session Programs, use the dated-session workflow instead of an Academy Batch.

Coach missing from an Academy Batch assignment

  • The Coach must be actively attached to the Academy.
  • The Coach must be assigned to the branch that owns the Batch.
  • Open Coaches Info and edit the Coach branch assignment before returning to the Batch.
  • A removed Coach must be re-invited and complete OTP consent again.

Player missing from an Independent Coach Batch

  • The Player must have an active personal enrolment in the same Group Coaching Program.
  • The personal Batch and Program must be active.
  • The Player must not already be assigned to the Batch.
  • A Per Session Player cannot be added to a Group Coaching Batch unless separately enrolled in the Group Program.

Player missing from a Match or Tournament team

  • Confirm the Player is in the eligible Academy or Coach roster.
  • Check whether an invitation is already Pending, Accepted, Declined or Revoked.
  • Confirm that the event sport and team context match the Player record.
  • Refresh the event details after a recent Player enrolment or roster change.

Still missing

  1. Close the selection screen and reopen it.
  2. Refresh or restart the app after recent branch, Program, Batch or Coach assignment changes.
  3. Do not create a duplicate Player or Coach account to force the record into the list.
  4. Contact Support with the account type, branch, Program, Batch and missing person details.

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