Support
Contact
- General support and complaints
- support@joinsquadly.com
- Privacy, a copy of your data, account deletion
- privacy@joinsquadly.com
- Reporting content or a user
- reports@joinsquadly.com
- Court owners
- venues@joinsquadly.com
If you are writing about your account, write from the account’s e-mail address or give your username. We will never ask for your password.
Frequently asked questions
Is a game in Squadly a court booking?
No. A game means the time on the court is taken within Squadly, and it brings the crew together. If the court requires renting or booking with the owner, you arrange that directly with the owner.
How do I join an open game?
You find an open game on the map or on the home screen and join with one tap. If you do not meet the conditions the host has set (level, gender or age), you send a request and the host approves it. On any one day you can take part in at most one game, or two with Premium.
What is a squad?
A squad is a regular crew with its own chat. You make one and invite people, and you invite the whole squad to a game at once. For a crew that plays regularly you set a weekly game, and the reminder lands in the squad chat a day before.
How does the no-show rule work?
A no-show is recorded when your arrival at a game is confirmed neither by the arrival check nor by the host or a teammate marking you present. If fewer than 2 players are confirmed at the court, no one gets a no-show.
Once you have two no-shows within 60 days, you cannot join or open games until 60 days have passed since the earlier of those two games, and you are then taken out of the games that start more than 24 hours later. For a player under 18, a no-show counts only when an administrator confirms it.
If you think a no-show was recorded in error, write to support@joinsquadly.com and a person will review the decision.
Why do I get a code when I sign in on a new device?
To protect your account: on a device where you have not signed in before, after your password you confirm the sign-in with a code or a link sent to the account’s e-mail address.
I forgot my password.
On the sign-in screen, choose password recovery and follow the link in the e-mail. If the message does not arrive, check your spam folder or write to us.
How much does Squadly cost?
Free to download, with in-app purchases. Opening and joining games costs nothing. The in-app purchases are coin packs and, when it is offered, the Premium subscription; the store shows the price, with tax and in your currency, before you confirm the purchase. The coin packs are listed in the Terms of use.
How do I request a refund for a purchase?
Purchases are processed by the stores, so you request a refund from them: for the App Store at reportaproblem.apple.com, for Google Play in your Google Play order history. If you get stuck, write to us.
How do I cancel Premium?
In the subscription settings on your device: on iPhone in Settings → your name → Subscriptions, on Android in Google Play → Payments & subscriptions → Subscriptions. Cancel at least 24 hours before renewal. Deleting your account does not cancel the subscription.
How do I report or block a user?
On a user’s profile, a message, a game, a squad or a review, choose Report or Block. A blocked user cannot message you or join your games. You can also report illegal content to reports@joinsquadly.com. The contact points for users and authorities under the Digital Services Act are listed in the Imprint.
Who can see my location?
Only the participants of a game for which you turned on sharing can see your location, from 2 hours before until 30 minutes after the start. You can turn sharing off at any time, and ghost mode hides you from the game maps. The exact point of your home, if you set one, is visible only to you, and others see only the distance from a rounded location; you change or remove your home in Settings → Privacy → Home. More in the Privacy policy.
How do I get a copy of my data?
Write to privacy@joinsquadly.com. After confirming your identity, we will send you a copy in a machine-readable format within one month at the latest.
How do I delete my account?
In the app: Settings → Account → Delete account. Without the app: the instructions are on the Delete your account page.
Complaints
You can send a written complaint by e-mail to support@joinsquadly.com. We will confirm receipt in writing without delay and reply within 15 days of receiving it. We keep complaints and replies for at least one year. As a consumer, you can also turn to a body for alternative resolution of consumer disputes; if your complaint does not resolve the dispute, our reply will name the competent body and say whether we will take part in a procedure before it.
Change log
- Frequently asked questions: the no-show rule instead of tickets, which have left the app; new questions on prices, joining an open game and squads; removing your home and ghost mode; a list of the questions at the top of the section. An address for court owners and a link to the contact points under the Digital Services Act.
- Complaints as the Croatian Consumer Protection Act names them, with written confirmation of receipt without delay and information on the out-of-court dispute body; the exact path to deletion in the app; aligned with the Terms of use.
- First published.