8 min read · Updated 2026-08-02

Troubleshoot Academy Group Chats

Resolve missing chat options, duplicate groups, missing members, read-only messages and inactive conversations.

Create Batch or Program group is locked

  • The Free plan does not include Batch or Program groups. Upgrade to Growth or Premium.
  • Confirm the subscription is active and refresh the account after a plan change.

Chat already exists

  • Open Messages and search for the Program or Batch name.
  • Check Active and Deactivated statuses. A deactivated group still prevents duplicate creation.
  • Check Archived only when confirming whether the previous group was permanently closed.

Program or Batch is missing from the picker

  • Create the Program or Batch first.
  • Confirm the item is loaded for the current Academy context.
  • Confirm the selected item does not already have a group.
  • For the Batch details path, confirm the Batch is active and contains Players.

A Player is missing

  • Confirm the Player has an active Academy enrolment.
  • For Program groups, confirm the Player is enrolled in the selected Program.
  • For Batch groups, confirm the Player is assigned to the selected Batch.
  • After a recent enrolment or transfer, close and reopen Messages. Contact support if the member list still does not update.

A Coach or Academy staff member is missing

  • Confirm the Coach is assigned to the relevant Batch or to a Batch under the selected Program.
  • Confirm the staff account is active.
  • For Program and Batch groups, confirm the Academy staff member has communication permission.
  • Reopen the chat after assignment changes and allow time for synchronization.

A member cannot send

  • The group may be read-only.
  • Player replies may be disabled.
  • The group may be deactivated or archived.
  • The member may have left the group or lost the relevant Academy assignment.

Attachment fails

  • Confirm the file is no larger than 10 MB.
  • Use one of the supported image or document formats.
  • Check the internet connection and retry.
  • Allow camera or photo access when using the native mobile picker.

Escalate a possible product issue

Contact VR SPORT support when the visible group type, branch membership, staff sending permission or member list does not match the Academy’s setup. Include the Academy name, affected group, branch, program or batch, and screenshots of the issue.

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