Support

Safety

Somebody is behaving badly

Open their profile and tap … at the top right. Report sends it to our moderators. Block stops them messaging you, seeing your games or joining them.

You can report other things too:

• A message or a photo in a chat: press and hold it, then Report this message or Report this photo. It is hidden from the chat as soon as you send the report.
• A game or an event: tap … on its page, then Report this game.
• A club: tap … on its page, then Report Club.
• A club document: press and hold it, then Report this document.

Blocking is private. They are not told, and nothing in the app reveals it to them. You can unblock anyone in Settings → Blocked players.

What blocking actually does

If somebody has blocked you, you cannot join a game they are in — not as a player, not on the waiting list, and not as the host. The app gives the same short refusal every time and never says which person or why, because anything more would identify who blocked you.

It works one way round on purpose. If you blocked them, you can still join a game they are in — the app tells you how many people you have blocked are already there and leaves the decision to you. And nobody is ever removed from a game they have already joined.

Your account

My sign-in code has not arrived

Check the number, including the country code, and give it a minute before asking for another one. If you have added an email address to your account, you can tap Continue with email on the sign-in screen and we will send the code there instead. You add an email in Settings → Email.

In the US, the code comes by text, and only once you have ticked Text me a one-time sign-in code. If you ever replied STOP to one of our texts, reply START, then ask for a new code. Reply HELP to any of our texts for help.

There is no password. A code is the only way in. If neither code arrives, email us.

I have changed my phone number

Your number is how you sign in, and there is no way to move an account to a new number yet. If you still have the old number, add an email address to your account now — Settings → Email — and you will be able to get in without it. If you have already lost the number, email us. We cannot promise a recovery, but we would rather know.

I want to delete my account

GotGame is listed as Got Game Now on the App Store and Google Play, and is made by Hype & Swagger Ltd.

In the app: tap your photo, then the cog for Settings, and at the very bottom, under Log out, tap Delete account.

Without the app: email support@gotgamenow.com with the subject “Delete my account”, from the email address on your account or with the mobile number you sign in with. We will reply to check it is you before we do anything, then delete it exactly as the app does.

What happens: your profile is hidden straight away, and 30 days later your account and your personal data are erased. You can change your mind at any point in those 30 days: go back to the same screen and tap Keep my account. Signing back in does not cancel it on its own — the clock keeps running until you tap that button.

What we keep:

• Anything you shared with other people — messages and photos in a chat, games you hosted, scores you were part of — stays, with your name taken off. It has to: deleting it would rewrite other people's record of games they played.
• Payment records — what was paid, to whom, when, and any refund — for six years, because UK tax law requires it. They no longer say it was you.
• A record that the deletion happened, and when.
• If the account was banned for abuse, a one-way fingerprint of its phone number (and email address, if it had one), so the ban cannot be escaped by deleting the account.

Everything that is only yours goes. The privacy policy has the full detail.

Changing your name or your photo

Settings → Personal details. The photo saves the moment you choose it; your name and the rest save when you tap Save changes.

Choosing which alerts reach your phone

Settings → Notifications. With Push notifications off, nothing reaches your phone, but your alerts still show in the app.

Finding a game

There is nothing near me

On Discover, tap the place name at the top left to look somewhere else — your location, your home area, or any town or postcode. Then open the filters and widen Distance, which goes up to 50 miles. Discover shows the next 7 days; use Pick date in the filters to look further ahead.

And it may genuinely be quiet where you are. GotGame is new, and in a lot of places there is not much on yet. Over 700 padel venues across the UK, and 333 in the US, are in the app even where the games are not, so it is worth looking at what is near you and starting something.

I am on a waiting list

You do not have to watch it. When somebody drops out, whoever has been waiting longest is moved up and told. Nobody chooses — they have all already said yes, so it is first come, first on. The same happens if the host makes room for more players.

Joining a waiting list never costs anything. If the game is one you pay for when you join, the place is yours once you pay — the alert tells you by when. If you don't, it goes to the next person.

Can I leave a game?

Yes: on the game's page, tap Leave game. Do it as early as you can, because it is the other three who lose out. If anyone is on the waiting list, the first in line takes your place. If you paid in the app, see getting money back below.

Paying

Who do I pay?

It depends on who is running it, and the game's page always says which.

• A club's game or event, or a lesson with a coach: you can pay in the app, with Apple Pay on an iPhone. The money goes to the club or the coach. The price you see is the price you pay — nothing is added at the end.
• A game a player puts on for friends: you pay them in cash at the game. Nothing is paid in the app.

Payments in the app go through Stripe. GotGame never sees your card details.

Getting money back

If you paid in the app:

• Leave more than 12 hours before and you get back the price less the booking fee. The game's page shows the exact amount — for a £10 game it reads “£9.45 back, up to 12 hours before”.
• Leave within 12 hours, or don't turn up, and nothing comes back.
• If the club, coach or host calls it off, or takes you out of it, you get everything back, including the fee.

If you paid someone in cash, anything back is between you and them.

Coaching

Booking a lesson

On Discover, open Coaches and choose a coach. Tap Book a Lesson, pick a time and pay. The lesson goes into My Games, with a chat with your coach. Your time is held for 15 minutes while you pay.

The price is for the whole lesson. Whoever books pays it all, and can bring friends up to the number the coach allows — they don't need the app. The same 12-hour rule applies as for games: cancel more than 12 hours before with Leave game on the lesson's page.

I'm a coach. How do I join?

Tap your photo, then Coaching → Become a coach, tell us about your coaching and your qualifications, and tap Send. Our team checks every application. Once you're approved, you set up getting paid and your weekly hours, and players can book you.

Your level

Where does my level come from?

From you. Levels follow the LTA's 1.0 to 7.0 scale. In Settings → Your level you can answer five questions, choose from the LTA bands, bring over your Playtomic level, or let a club set it. The app shows where every level came from — “self-rated”, “from Playtomic” or “assessed by” a club — so nobody has to trust a number whose source they cannot see.

Hiding your level

Turn off Public skill ratings in Settings. Other players then see “Hidden by this player” instead of your level.

After a game: scores and stars

After a game, How did it go? asks for the score, set by set, and asks you to rate the host or the club out of five. Nobody ever sees who gave which stars: only the average is shown, and only once five different people have rated.

Clubs and venues

Joining a club

Open the club's page and tap Ask to Join, or Join Club where the club lets anyone in. If you have a club code, tap Have a club code? Enter it at the bottom of the Clubs tab.

Somebody sent me a link

Open it on your phone and the app does the rest. A link to a game opens the game, a club invite joins you to the club, and a crew link asks you into the crew.

I run a padel venue. How do I get it on the app?

If your venue is already listed, open its page and tap Get in touch under “Run this venue?”. Tell us what you do there, and send. If it isn't listed yet, start Create a Club, open Home venue and choose My venue isn't listed.

Either way, we check every venue against its own website before players see it. Once you're confirmed as one of its managers, the venue's page shows its members and Join, you can put on games there, and you can send us changes with Update our details.

Privacy and your data

What we collect and why is set out in the privacy policy. To ask for a copy of your data, or to have something corrected or erased, email support@gotgamenow.com.

Who we are

GotGame is made by Hype & Swagger Ltd, a company registered in England and Wales. You must be 18 or over to use it.