Balla Stats

Troubleshooting Guide

Solutions to common problems and issues. Find step-by-step fixes for the most frequently reported problems.

Quick Fixes

Before diving into specific issues, try these quick fixes that solve most problems:

  1. Refresh the page (Ctrl+R or Cmd+R)
  2. Clear your browser cache
  3. Log out and log back in
  4. Try a different browser
  5. Check your internet connection

Login & Account Issues

Cannot log in / "Invalid credentials" error
Common causes: Incorrect email or password, Account not yet verified, Account locked due to failed login attempts

Solutions:

  1. Double-check your email and password (check caps lock)
  2. Check your email for a verification link
  3. Wait 30 minutes if account is locked, then try again
  4. Use "Forgot Password?" to reset your password
  5. Contact support if the problem persists
Email verification link not working
Common causes: Link expired (valid for 24 hours), Email client modified the link, Already verified

Solutions:

  1. Request a new verification email from the login page
  2. Copy and paste the link manually instead of clicking
  3. Try logging in - you may already be verified
2FA code not working
Common causes: Time sync issue on phone, Using old code, Wrong authenticator account

Solutions:

  1. Make sure your phone's time is set to automatic
  2. Wait for a fresh 6-digit code
  3. Use a backup code if available
  4. Contact support to disable 2FA

Group & Member Issues

Invite code not working
Common causes: Code expired, Maximum uses reached, Code entered incorrectly

Solutions:

  1. Ask the group owner to generate a new invite code
  2. Double-check the code (case-sensitive)
  3. Request a direct email invitation instead
Cannot add members to group
Common causes: Reached member limit for your plan, Invalid email address, User already a member

Solutions:

  1. Check your subscription limits in billing
  2. Verify the email address is correct
  3. Check the members list - they may already be added
  4. Upgrade your plan if you've hit the limit

Match Recording Issues

Cannot start match
Common causes: No lineup saved, Teams have no players, Match already started

Solutions:

  1. Go to Lineup tab and save a lineup first
  2. Ensure both teams have at least one player
  3. Check match status - click "Resume" if already started
  4. Refresh the page and try again
Stats not saving during match
Common causes: Internet connection lost, Browser cache full, Session expired

Solutions:

  1. Check your internet connection
  2. Stats will queue locally and sync when connection returns
  3. Clear browser cache and reload
  4. Log out and log back in
  5. Stats are auto-saved - they should appear when connection is restored
Match timer not updating
Common causes: JavaScript error, Background tab throttling, Browser compatibility

Solutions:

  1. Refresh the page
  2. Keep the tab active (not in background)
  3. Try a different browser (Chrome recommended)
  4. Check browser console for errors

Season & Competition Issues

Cannot add teams to season
Common causes: Fixtures already generated, Season already activated, Teams from different group

Solutions:

  1. Delete all fixtures if no matches played
  2. Deactivate season if possible
  3. Only teams from the same group can participate
  4. Create a new season if needed
Fixtures not generating
Common causes: Less than 2 teams added, Invalid date range, Browser timeout

Solutions:

  1. Add at least 2 teams to the season
  2. Check start date is in the future
  3. Ensure dates are valid
  4. Try with fewer teams first
  5. Refresh and try again
Standings not updating
Common causes: Match not marked as COMPLETED, Match not linked to season, Cache issue

Solutions:

  1. Ensure match status is COMPLETED
  2. Verify match is part of the season
  3. Refresh the standings page
  4. Click "Recalculate Standings" if available

Connection & Performance Issues

Slow loading / Timeout errors
Common causes: Slow internet connection, Server overload, Large data set

Solutions:

  1. Check your internet speed
  2. Try refreshing the page
  3. Clear browser cache
  4. Try during off-peak hours
  5. Contact support if persistent
Real-time updates not working
Common causes: WebSocket connection failed, Firewall blocking, Network restrictions

Solutions:

  1. Check firewall settings
  2. Try a different network
  3. Enable WebSockets in network settings
  4. Fall back to manual refresh (page auto-refreshes every 30s)

Profile & Settings Issues

Cannot upload profile picture
Common causes: File too large (max 5MB), Invalid file type, Storage limit reached

Solutions:

  1. Compress your image to under 5MB
  2. Use JPG, PNG, or WebP format
  3. Try a different image
Settings not saving
Common causes: Form validation error, Session expired, Network issue

Solutions:

  1. Check for error messages
  2. Log out and log back in
  3. Try again with stable internet
  4. Clear browser cache

Browser-Specific Issues

Safari (iOS/macOS)
  • • Enable JavaScript: Settings > Safari > Advanced
  • • Allow cookies: Settings > Safari > Block Cookies > Off
  • • Clear cache: Settings > Safari > Clear History
Chrome/Edge
  • • Clear cache: Settings > Privacy > Clear browsing data
  • • Disable extensions that might interfere
  • • Update to latest version
Firefox
  • • Enable cookies: Settings > Privacy > Accept cookies
  • • Clear cache: Settings > Privacy > Clear Data
  • • Disable tracking protection for ballastats.com
Mobile Apps
  • • Update to latest app version
  • • Clear app cache in settings
  • • Check app permissions (camera, storage, etc.)

Check System Status

If you're experiencing widespread issues, check our status page to see if there are any ongoing incidents or scheduled maintenance.

Still experiencing issues?

If you've tried the solutions above and still need help, our support team is ready to assist.

When contacting support, please include: browser version, device type, and steps to reproduce the issue.