Getting help

There are two support queues in your club's world and they are easy to confuse. One is yours, for your members. The other is ours, for you. This page is about ours.

Who can do this?

Anyone on your committee can contact us, but please keep it to the people who actually administer the club — your Club Admin and whoever holds the role the question is about. See Roles & Permissions.

How to reach RunClub HQ

From inside your admin panel (best)

Sign in to your admin panel and open Contact RunClub HQ from the menu under your avatar, top right. Every page also carries a Something wrong with this page? link in the footer, which opens the same form and brings the page you were on with it.

The form asks for a subject, what kind of thing it is (a question, something broken, billing, data or import, or something else) and your message. Leave Include the page I was on ticked and we get the exact web address, your club's name, its status and the build you are running, without you typing any of it. That is usually the difference between one reply and three.

Underneath the form is Your requests to RunClub HQ: everything your club has open with us, so a committee that changes hands does not ask us the same thing twice. Replies arrive by email — the thread lives in your inbox, not in the admin panel.

Anyone who can sign in to the admin panel can use it. You do not need to be the Club Admin, and you do not need to be able to reach the page that is broken.

If you cannot sign in

Use the contact form at runclubhq.com/contact, or reply to whoever set your club up. Both land in the same place as the admin panel door.

If your club is on a pilot, replying to the person who onboarded you is also a fast route — they already know your club, your data and what you were in the middle of.

What to include

We can usually answer in one reply rather than three if you tell us:

• Your club — the name, or your club's web address.
• What you were doing — the page you were on and what you clicked. The web address of the page is worth more than a description of it, which is why the admin panel door records it for you.
• What you expected, and what happened instead. These are different things and both are useful.
• Who it affects — just you, one member (say who), or everybody.
• When it started, and whether it has happened before.
• A screenshot, if there is anything on screen worth seeing. An error message copied as text is better than a photograph of one.

If it is about a specific member, give us their name rather than pasting their personal details into an email. We can find them.

What to expect

During a pilot you are supported directly by us, not by a helpdesk. That is meant literally: a small number of clubs, answered by the people who build RunClub HQ. Expect a reply the same working day for anything that is blocking you, and within a couple of working days for everything else.

Two things that genuinely help us:

• Tell us when something breaks, however small. During a pilot that is most of what we want from you. A confusing label is worth reporting; so is a page that took ten seconds to load.
• Tell us when something is merely awkward. "This works but it took me four clicks and I expected one" is the most useful message we get, and the one clubs send least.

Read the docs first, if you have five minutes

Not because we mind the question, but because the answer is often faster than we are:

• Troubleshooting — symptoms grouped by area; start here when something is not working
• Recipes — step-by-step how-tos for the most common admin jobs
• Glossary — what a term means in RunClub HQ specifically
• Roles & Permissions — who can do what, and why someone cannot see a page
• What's new — whether the thing that changed under you changed on purpose

Every page has a Suggest a change to this page link at the bottom. If a page is wrong or missing something, that link is the shortest route to fixing it for the next club.

Your own support queue is a different thing

Your club also has a support queue for your members — the one they reach from their member app inbox. That queue is yours to answer: it is where a member asks your committee about their subscription, their household or a race entry.

	Your members' queue	RunClub HQ
Who writes	Your members	Your committee
Who answers	Your committee	Us
Typical question	"Why does my renewal say £45?"	"Why is this member's renewal showing the wrong fee?"
Where	Member app inbox → your admin panel	Contact RunClub HQ in your admin panel
Read	Support Tickets	This page

The line between them is about who can fix it. If the answer is a club decision — a fee, a membership type, whether someone qualifies for a discount — it is yours. If RunClub HQ is behaving in a way you cannot explain, it is ours. When you are not sure, ask us; we would rather redirect a question than have you sit on it.