Question 1

What is SportVault?

Accepted Answer

SportVault is web-based management software for sports academies, clubs, and training centers. It runs the day-to-day operations of an academy in one system:

- Class scheduling, enrollment, and attendance
- Team rosters, tryouts, and training schedules
- Online payments from parents (Stripe outside India, Razorpay in India)
- Student skill progress, level assessments, and rewards
- Staff accounts with owner, admin, and coach roles
- Parent communication by email and SMS, and marketing campaigns
- Business insights: trial conversion, churn, and coach performance
- Reena, an AI voice receptionist that can answer the academy's phone

Each academy gets its own isolated workspace (students, staff, pricing, payment account) on shared infrastructure — this is what "multi-tenant" means. Staff use a desktop-first dashboard; parents use a mobile-first web portal. Academies pay a flat monthly subscription for the Standard plan, with AI features and other add-ons priced separately; SportVault takes no percentage of parent payments.

Question 2

Who is SportVault for?

Accepted Answer

SportVault is built for sports academies with roughly two to ten or more coaches, in any sport. It works for three kinds of programs, and an academy can run more than one at once:

- **Class-based programs** — group instruction with levels and progression, such as gymnastics, swimming, martial arts, dance, and cheer.
- **Team-based programs** — competitive squads built through tryouts, with training schedules and matches, such as Soccer, basketball, volleyball, cricket, and rugby.
- **Membership / drop-in play** — clubs where members pay a recurring membership and book courts, such as badminton or pickleball clubs. Membership and court booking are switched on from a toggle in Settings.

42 sports are pre-configured, and there is an "Other/Custom" option for anything not listed. The product launched in the US and is expanding to India, the UAE, the UK, and other countries. The user interface, emails, and text messages are English-only today.

It is not designed for leagues or governing bodies that coordinate many independent clubs, and it is not a general-purpose gym membership system.

Question 3

How is SportVault different from tools like iClassPro, PlayMetrics, or TeamSnap?

Accepted Answer

The short version: iClassPro is built for class-based academies, PlayMetrics for team-based clubs, and TeamSnap for team communication. SportVault covers class-based and team-based programs in one product, adds an AI phone receptionist, and works with both Stripe and Razorpay. It is also a much younger product than any of the three.

- **vs. iClassPro** — iClassPro is a mature class-management system popular with gymnastics and swim schools, with a native parent app and a large customer base. SportVault covers the same core (sessions, classes, levels, enrollment, attendance, waivers) and adds team tryouts and rosters, an AI receptionist, per-coach performance insights, and support for India via Razorpay. SportVault does not have a native mobile app or iClassPro's depth of financial reporting.
- **vs. PlayMetrics** — PlayMetrics is club-management software for team sports with deep tryout and evaluation tools and mobile apps. SportVault has an end-to-end tryout pipeline (public registration links, capacity, waitlists, fee collection, roster status tracking) but does not yet have structured evaluation scoring. SportVault also handles class-based programs, which PlayMetrics does not focus on.
- **vs. TeamSnap** — TeamSnap is primarily a team scheduling and communication app for coaches and parents. It is not an academy back office: it does not run level-gated class enrollment, tryout fee collection, digital waivers, or business insights. SportVault can be used alongside a communication app, but is designed to replace the operational system.

What SportVault has that is uncommon in this category:

- An AI voice receptionist (Reena) that answers calls, lists classes by age, registers trials, and sends payment links
- Automatic payment-provider routing by country (Stripe or Razorpay)
- One class can offer seasonal, monthly, drop-in, and trial enrollment at the same time, each with its own price
- Level-gated enrollment: parents can only enroll their child in levels the child has been assessed or promoted into
- Sport-aware setup: the dashboard shows class or team tools by default based on the sports you pick
- 42 sports with ready-made level templates (e.g. 11 gymnastics levels, martial-arts belt systems)

Where SportVault is weaker today: no native mobile app, no revenue or financial reporting, English-only interface, a small customer base, and several AI agents that are still placeholders.

Question 4

What does the free trial include, and how long is it?

Accepted Answer

The free trial gives you the full platform for 3 months — there is no separate "trial tier".

- **Length:** 3 months. Academies that complete initial setup in under two minutes receive one additional free month. Terms and conditions apply; this offer may be modified or revoked at any time at SportVault's discretion.
- **Card required?** No. You start the trial without entering a card. A payment method is requested only if and when you subscribe after the trial.
- **What happens as the trial ends:** you receive reminders starting 30 days before expiry, then weekly, then daily in the final week. If you have not subscribed by the expiry date, your academy switches to read-only mode. Your data is kept; you and your staff can view but not edit until you subscribe.
- **After the trial:** $99 per month for the Standard plan, billed to the academy's card. AI features such as Reena, and other add-ons and marketing tools, may be priced separately on top of the Standard plan.

Question 5

Is there a mobile app, or is it web-based?

Accepted Answer

SportVault is web-based. There is no native iOS or Android app today.

- **Staff:** the admin dashboard is designed for desktop use, but works in a mobile browser.
- **Parents:** the parent portal is designed mobile-first, so parents can enroll, pay, sign waivers, view schedules, and accept tryout invites from a phone browser.
- **Notifications** reach parents by SMS and/or email rather than app push notifications. Each family chooses email only, SMS only, or both.

A native app is on the list of known gaps and has no committed date.

Question 6

What happens to my data if I cancel?

Accepted Answer

Your data is not deleted when you stop paying.

- If your subscription lapses or a platform payment fails, your academy is moved to **read-only mode** (after a 7-day grace period for failed payments). You and your staff can still log in and view students, enrollments, attendance, and records, but cannot make changes.
- Resubscribing restores full access.
- Your data is retained indefinitely in read-only mode unless you ask for it to be deleted. If a cancelled academy requests deletion, SportVault deletes its data.
- A data export is available on request — contact SportVault and you'll receive your records. There is no self-service export button yet.
- Parent payment history and payouts live in your own Stripe or Razorpay account, which you control independently of SportVault.

Question 7

How do I sign up and set up my academy?

Accepted Answer

Setup is self-service and takes a few minutes. There is no sales call required, and no card is needed to start.

1. Go to the signup page and create an account with your email and password. Verify your email from the confirmation message.
2. You land in the onboarding flow, which has three steps on one page:
   - **Academy details** — academy name, country (20 options), address, phone. Your country sets your currency, time zone, and payment provider (Razorpay for India, Stripe everywhere else).
   - **Pick your sports** — choose from 42 sports. Each shows whether it is class-based or team-based. If most of your sports are team-based, team features switch on automatically.
   - **Customize levels** — each sport comes with a ready-made level ladder (e.g. 11 gymnastics levels, belt ranks for martial arts). Rename, reorder, add, or remove levels.
3. Finish. Your academy is created and you're taken to your dashboard.
4. The dashboard shows a setup checklist to get operational:
   - Create your first session (term/season)
   - Add a class
   - Invite a coach
   - Set up a training schedule (if you use teams)
   - Connect payments (Stripe)

Question 8

What information do I need before I start?

Accepted Answer

For onboarding itself (a few minutes):
- Academy name, address, phone number, and country
- The sports you offer
- Your level names, if they differ from the defaults (you can change these later)

To become fully operational (can be done over days):
- Session/term dates (e.g. Fall: 1 September – 31 October) and, optionally, early-enrollment dates for returning students
- Class details: name, sport, level, days and times, capacity, coach, age range, and prices for each enrollment type you offer (seasonal, monthly, drop-in, trial)
- Staff email addresses and roles (admin or coach)
- Business, bank, and identity details for payment onboarding (Stripe)
- A spreadsheet of current students if you want to import them
- Waiver or agreement text, if you want parents to sign digitally

Phone numbers are accepted as free-form text almost everywhere in SportVault, including spreadsheet imports. The one exception is the parent portal's settings page, which validates phone numbers against US formatting; parents outside the US can leave that field as it was imported or entered by staff.

Question 9

How long does setup actually take?

Accepted Answer

- **Onboarding (account, sports, levels):** a few minutes. The flow is designed to be finished in under two minutes.
- **First session and classes:** 15–30 minutes for a typical schedule. Classes can be created in bulk in a spreadsheet-style form from the classes page.
- **Payment onboarding:** 10–15 minutes to fill in, then the provider's verification time. Stripe usually enables charges within hours to a couple of days once your details are complete.
- **Importing students:** minutes for a clean spreadsheet.
- **Inviting staff:** a minute per person; they set up their own login from the invite email.

Most academies can be taking enrollments the same day, with payments live as soon as the payment provider activates the account.

Question 10

Can I import my existing students/members from a spreadsheet?

Accepted Answer

Yes. There are separate importers for students, coaches, and levels, each accepting CSV, XLSX, or XLS files.

**Student import** — required columns: `first_name`, `last_name`, `date_of_birth`, `parent_email`, `parent_name`, `parent_phone`. Optional columns: `gender`, `medical_notes`, `allergies`, and emergency-contact fields. Children who share a parent email are grouped as siblings under one family account.

Current limitations:
- The student importer assumes child students with a date of birth. **Adult members** (for membership/drop-in-play academies) cannot be imported yet and must be added manually.
- Payment history and past attendance are not imported.
- Phone numbers are imported as entered, without validation.

Question 11

Can I try it out before committing my real academy data?

Accepted Answer

Yes. The 3-month free trial needs no card, so you can create an academy, add a few made-up students and classes, and explore. Two practical notes:

- There is no "reset" or "wipe" button for an academy. If you want to experiment freely, create a separate test academy under a second email address, and use your primary account for the real academy when you're ready.
- There is no self-serve demo login or recorded product tour. If you'd like a guided walkthrough of a pre-populated demo academy, use the "Request a demo" form on the website.

Payments can be exercised safely: set a trial price of zero and run a free enrollment end to end without connecting a payment account.

Question 12

What sports does SportVault support?

Accepted Answer

42 sports are pre-configured, each with a default structure (class-based or team-based), a default billing style, and a level template.

- **Gymnastics & related:** Gymnastics, Cheerleading, Tumbling, Trampoline, Acrobatics, Rhythmic Gymnastics
- **Aquatic:** Swimming, Diving, Surfing, Water Polo
- **Martial arts & combat:** Karate, Taekwondo, Judo, Brazilian Jiu-Jitsu, Kung Fu, Muay Thai, Boxing, Fencing, Wrestling
- **Field & court team sports:** Soccer, Basketball, Volleyball, Baseball, Softball, Football, Lacrosse, Field Hockey, Cricket, Rugby
- **Racquet & paddle:** Badminton, Table Tennis, Pickleball, Squash
- **Individual & other:** Figure Skating, Golf, Archery, Track & Field, Dance, Music
- **Other/Custom** for anything not listed

Sports can be added or removed after onboarding in Settings → Sports. Any academy can turn team features on or off regardless of sport.

Question 13

What's the difference between "Classes" and "Teams" in SportVault?

Accepted Answer

They are two independent ways to organize students, and they can coexist.

**Classes** are for group instruction:
- A class is a recurring scheduled group (e.g. "Level 3 Gymnastics — Tuesday 4pm") that belongs to a session/term.
- Students enroll individually through the parent portal, choosing seasonal, monthly, drop-in, or trial enrollment depending on what you offer.
- Enrollment is level-gated: a student can enroll at their current level, or the next level once a coach passes them or an admin promotes them. Classes marked "Any level" are open to everyone.
- Coaches mark attendance per class occurrence, check off skills, run level assessments, and award rewards.
- Default for gymnastics, swimming, martial arts, dance, and similar sports.

**Teams** are for roster-based competitive groups:
- A team (e.g. "U14 Boys A") has a roster of players recruited through tryouts or direct invitation.
- Teams have their own training schedules, matches, and assigned staff (head coach, assistant, manager).
- Player status moves through a lifecycle: invited → accepted → attended tryout → selected → active (or declined/released).
- Default for Soccer, basketball, baseball, volleyball, and similar sports.

Some things are shared by both: sessions/terms, staff accounts, parent accounts, payments, and notifications. Some things are class-only today: attendance marking in the UI (team training attendance has a data model but no screen yet), skill progress, and level assessments.

Question 14

My academy runs both classes and a competitive team — can I use both?

Accepted Answer

Yes. Classes and teams are independent structures in the same academy, and using both is a supported setup — for example, a badminton academy that runs beginner classes and also fields a competitive squad.

- The same student can be enrolled in classes and be on a team roster at the same time.
- Parents see both in one portal.
- Classes and team training schedules both belong to your sessions/terms, so a "Fall 2026" session can contain classes and team training for that sport.
- If you selected mostly class-based sports at onboarding, team features may be off by default; turn them on in Settings (see next question).

Question 15

How do I enable Teams for my academy if it's not showing by default?

Accepted Answer

Team features switch on automatically at onboarding if more than half of the sports you selected are team-based. If they are off:

1. Go to Settings → Features.
2. Turn on **Sports Teams** ("Team rosters, training schedules, and match tracking").
3. "Training" appears in the Schedule section of the sidebar, and the Teams area becomes available.

You can turn it off the same way. Turning team features on does not affect your classes.

Question 16

How do I set up sessions/terms (e.g. Fall, Winter)?

Accepted Answer

A **session** is a term or season container, such as "Fall 2026" or "Spring 2027". Classes belong to a session; teams and training schedules are tagged with their current session.

To create one:
1. Go to Schedule → Sessions and click New Session.
2. Enter a name, the sport it applies to, and start and end dates.
3. Optionally set enrollment windows: an early-enrollment window for existing students and an open-enrollment window for new families.
4. Save. You can now create classes inside the session.

Notes:
- A session belongs to exactly one sport. A multi-sport academy creates a session per sport — for example, a "Fall 2026" session for Soccer and a separate "Fall 2026" session for Swimming.
- Class occurrences (the dated events on the calendar) are generated only within the session's dates, so a class whose session hasn't started yet won't appear on the attendance page.
- Enrollments are tied to the class's session, which is what makes "seasonal" pricing possible.

Question 17

What are "levels" and how do I customize them for my sport?

Accepted Answer

Levels are the progression ladder for a sport — Level 1 through Level 11 for gymnastics, belt ranks for karate, skill stages for swimming. They do three jobs:

1. **Organize classes** — each class is tagged with a level, or marked "Any level".
2. **Gate enrollment** — a parent can enroll a child in their current level, or the next one up only after a coach marks the current level's assessment as passed or an admin promotes the child. Two or more levels up is locked; lower levels are hidden. A brand-new student can enroll in the lowest two levels. "Any level" classes (for example, an open gym) are open to every student regardless of assessed level.
3. **Track progress** — coaches record skill check-offs and level assessments against these levels; published assessments appear in the parent portal.

To customize:
- During onboarding, step 3 pre-fills each sport's default levels. Rename, reorder, add, or remove them.
- After onboarding, edit levels in Settings → Sports.
- Assessment style follows the sport: formal level evaluations (gymnastics, cheer, dance), skill check-offs (swimming, boxing, fencing), or belt/rank progression (karate, taekwondo, judo, BJJ).

Question 18

How do I connect payments to start collecting money from parents?

Accepted Answer

SportVault uses Stripe Connect. Your academy gets its own Stripe account, and every parent payment goes directly into that account. SportVault never holds your money.

To connect:

1. Open your academy dashboard. The setup checklist shows "Connect payments (Stripe)", or go to Settings → Payments.
2. Click Connect with Stripe. You'll be taken to Stripe's hosted onboarding.
3. Enter your business details, bank account for payouts, and identity information. Stripe verifies this — SportVault does not see or store your bank details.
4. You're returned to SportVault. Once Stripe marks your account as able to accept charges, enrollment pages and payment links go live.

Details worth knowing:

- Payment provider is set from your country at academy creation. Academies outside India are routed to Stripe; this cannot be changed later from the dashboard.
- Parents pay through Stripe's hosted Checkout page, so card details never touch SportVault.
- Payouts, disputes, and detailed transaction reports live in your own Stripe Dashboard.
- One known Stripe quirk: for monthly enrollments, Stripe sends a "trial ending" email to parents three days before their prepaid period ends, which can confuse parents who have already paid. Turn this email off in your Stripe Dashboard's customer email settings.

Question 19

What fees does SportVault take?

Accepted Answer

SportVault charges a flat platform subscription and takes no cut of your parent payments.

- **Platform subscription:** $99 per month per academy for the Standard plan, billed after your 3-month free trial ends. This is billed to the academy's own card and is separate from parent payments. AI features such as Reena, and other add-ons and marketing tools, may be priced separately on top of the Standard plan.
- **Transaction fees:** SportVault takes 0% of parent payments. You pay only Stripe's standard processing fees on each transaction, which Stripe deducts before payout. See Stripe's pricing page for current rates in your country.
- **No per-student, per-class, or per-transaction fees from SportVault.**

If you stop paying the platform subscription, your account moves to read-only mode after a grace period rather than being deleted (see "What happens to my data if I cancel?").

Question 20

How do parents actually pay — one-time or recurring?

Accepted Answer

Both, depending on how you configure each class. A single class can offer several enrollment types at once, each with its own price:

- **Seasonal** — one-time payment covering the whole session/term.
- **Drop-in** — one-time payment for a single class.
- **Trial** — free, or a one-time trial fee you set per class.
- **Monthly** — recurring subscription. The parent pays upfront for a registration fee plus any prepaid months; after that, the card on file is charged automatically each month until cancelled.

Other one-time payments: team tryout fees and court/facility reservations. Memberships (for drop-in-play academies such as badminton clubs) are recurring monthly subscriptions with family pricing.

Parents pay on Stripe's hosted Checkout page from the parent portal, or via a payment link sent by email/SMS (for example, when a waitlist spot opens). Recurring charges use the card saved at the first checkout; parents manage that card through the Stripe Billing Portal.

Question 21

Can I offer a free trial class or a paid tryout?

Accepted Answer

Yes to both.

**Free or paid trial classes:**
- Each class has its own trial price. Set it to $0 for a free trial or enter an amount for a paid trial.
- Free trials skip checkout entirely — the student is enrolled directly.
- Paid trials go through Stripe Checkout like any other payment.
- You can cap how many trials a student may take across your academy (for example, 1 or 2), and grant extra trials to individual students as exceptions.

**Paid tryouts for teams:**
- Each team can have a tryout fee. Set it to zero for a free tryout.
- Players invited by staff, or registering through a public tryout link, are asked to pay before their tryout slot is confirmed.
- Staff can waive the fee for individual invited players (see Section 6 for the limitation on publicly self-registered players).

Question 22

How do refunds work?

Accepted Answer

Most refunds are issued by you directly from your Stripe Dashboard, not from inside SportVault.

- **Enrollment, trial, tryout, and membership refunds:** open the payment in your Stripe Dashboard and refund it in full or in part. A refund issued in Stripe does not change anything in SportVault automatically — after refunding, cancel the enrollment or roster entry in SportVault yourself so the student no longer holds the spot.
- **Court reservation cancellations:** refunded automatically through Stripe when a parent cancels before your cancellation cutoff (a configurable number of hours before the slot). Parents cannot cancel inside the cutoff; admins can cancel anytime.
- **Disputes/chargebacks:** if a parent disputes a charge with their bank, SportVault records the payment as refunded with the dispute reason. You respond to the dispute in Stripe.

There is currently no in-app "Refund" button for enrollments.

Question 23

What happens if a parent's payment fails?

Accepted Answer

It depends on whether the payment is one-time or recurring.

- **One-time payments (seasonal, drop-in, paid trial, tryout fee, court booking):** nothing is created until the payment succeeds. If the parent abandons or fails checkout, there is no enrollment to clean up — they simply try again.
- **Recurring payments (monthly enrollment, memberships):** if a scheduled charge fails, SportVault automatically marks the subscription or membership as past due and notifies the parent by SMS/email. The enrollment stays active while Stripe retries the card on its schedule, so the student keeps attending. Parents update their card in the Stripe Billing Portal; once a retry succeeds, the status returns to active. No admin action is needed for the status change itself.
- **Upcoming renewals:** the Payment Reminder agent watches for subscriptions renewing soon and proposes reminder emails; staff approve each one before it is sent.

Note: there is not yet a consolidated "overdue and failed payments" panel in the dashboard; failed charges are visible in your Stripe Dashboard.

Question 24

How do I invite a student to a trial?

Accepted Answer

It depends on whether the trial is for a class or a team.

**For a class (trial class):**
- Today, parents book trial classes themselves in the parent portal — they pick a class their child is eligible for and choose the "Trial" option. If you've set the trial price to zero, the child is enrolled immediately; if it's paid, they pay first.
- Reena, the AI receptionist, can also register a family for a trial over the phone: it creates the family and student and enrolls them in the chosen class as a trial.
- Each class has an optional age range and a level, and you can cap the number of trials per student academy-wide, with per-student exceptions.
- **Coming soon:** staff will be able to invite a family to a trial class directly from the dashboard, the same way team tryout invites work today.

**For a team (tryout):**
1. Open the team and choose Invite Player.
2. Select an existing student. Their roster status becomes "trial invited".
3. The parent receives an email with a link to accept, complete their profile, and pay the tryout fee if there is one.

For people who are not yet in your system, share a public tryout link instead (next question).

Question 25

Can I share a public sign-up link instead of inviting people individually?

Accepted Answer

**For team tryouts — yes.** Staff can generate a public, token-based tryout link for a team (with an optional expiry) and share it anywhere — a website, WhatsApp, Instagram, a printed flyer.

- Anyone can open it without an account.
- The form collects the parent's name, email, and phone, plus the child's name and date of birth.
- SportVault de-duplicates: an existing parent is matched by email and an existing child by name and date of birth, so families who already know you don't get duplicate records.
- The same fee and capacity rules apply as for invited players: if there's a tryout fee, the registrant pays before their slot is confirmed; if the tryout is full, they are waitlisted.
- Note: because a public registrant has no roster entry until the moment they register, staff cannot pre-waive their fee — the fee is collected, and staff can waive or refund afterwards.

**For classes — no public link today.** There is no public, no-login page for browsing an academy's classes. Parents create a parent-portal account and browse the class catalog inside the portal. You can link to your portal's sign-up page from your website; once signed in, families see the classes their child is eligible for.

Question 26

What happens if my trial/team fills up — is there a waitlist?

Accepted Answer

Yes, for both classes and team tryouts.

**Classes:**
- Each class has a maximum capacity. Once it's full, new enrollments are placed on a first-in-first-out waitlist with a position number.
- When a spot opens (for example, a cancellation), the next family is offered the spot automatically — or manually if you prefer to trigger offers yourself.
- The offer goes out by SMS and/or email with a payment link and expires after a set time (24 hours by default).
- An hourly job expires unclaimed offers, moves everyone up, and offers the spot to the next family.

**Team tryouts:**
- Set a tryout capacity per team (leave it blank for unlimited).
- Only confirmed players count toward capacity (accepted, attended, selected, active). A player who still owes the tryout fee does not hold a slot.
- Extra registrants are waitlisted in order and promoted automatically when a slot frees up.

Not built yet: an AI "waitlist notifier" agent that drafts personalised outreach — this appears as a placeholder in the agents hub.

Question 27

How does a parent accept an invite or register?

Accepted Answer

**Accepting a team tryout invite:**
1. The parent clicks the link in the invite email.
2. They sign in to the parent portal (or create an account).
3. They complete their profile — name and phone are required before proceeding.
4. If the team has a tryout fee, they're redirected to Stripe Checkout to pay. If the fee was waived or is zero, this step is skipped.
5. Their child is confirmed for the tryout — or waitlisted if the tryout is already full.

**Registering through a public tryout link:** same outcome, but no login is needed: the parent fills in their details and the child's, pays if required, and is confirmed or waitlisted.

**Registering for a class:**
1. The parent creates a parent-portal account and adds their child (name, date of birth).
2. They browse the class catalog, filtered to classes matching the child's age and level.
3. They choose an enrollment type (seasonal, monthly, drop-in, or trial) and pay, or enroll directly for a free trial.
4. They receive an enrollment confirmation by SMS and/or email and see the class on their dashboard.
5. If you require waivers, the portal shows a checklist per child, signed with a typed signature. Parents are asked to re-sign if you update the waiver text.

Question 28

How do tryouts work in SportVault?

Accepted Answer

Tryouts move a player from prospect to roster in a tracked sequence.

1. **Set up the team** — create the team, set an optional tryout fee and an optional tryout capacity, and assign staff (head coach, assistant, manager).
2. **Bring players in** through either door:
   - Invite an existing student directly (status: trial invited), or
   - Share a public tryout link that anyone can use to register a child without an account.
3. **Confirmation gate** — the parent completes their profile and pays the tryout fee if there is one. Once confirmed, the player holds a slot (status: trial accepted) or is waitlisted if the tryout is full.
4. **Tryout day** — staff mark the player as having attended.
5. **Decision** — staff move each player to Selected or Released, then Selected players to Active on the roster (see "How do I move a player from trial to an active roster spot?").
6. **Notifications** — parents are notified at invitation, selection, and release.

Roster statuses you'll see: trial invited → pending tryout payment → trial accepted / tryout waitlisted → trial attended → selected → active, with declined, released, and inactive available at any point.

Not built yet: structured evaluation scoring (see next question) and a team-tryout conversion report in Insights.

Question 29

Can I evaluate players with a custom scoring system?

Accepted Answer

Not yet. SportVault does not currently have configurable evaluation rubrics, score sheets, or structured feedback forms for tryouts.

What exists today: coaches make the selection decision by changing the player's roster status (attended → selected or released). Notes are not yet recorded against roster entries in the app.

A configurable per-sport rubric (criteria, scoring scale, multiple evaluations per player over time) has been designed and is on the roadmap, but there is no date. If structured scoring is essential to your tryouts today, keep scores in your own sheet and record the outcome in SportVault.

Question 30

Can I waive a tryout fee for a specific player?

Accepted Answer

Yes, with one limitation depending on how the player entered the tryout.

- **Players you invite directly:** open the player's roster entry and choose Waive Fee before they accept. When the parent accepts the invite, the payment step is skipped and the child goes straight to confirmed (or waitlisted if the tryout is full).
- **Players who register through the public tryout link:** the fee cannot be waived in advance, because no roster entry exists until the moment they register — so the link always asks for payment. Options:
  - Invite that player directly instead of using the public link, then waive the fee; or
  - Let them register and pay, then refund the fee from your Stripe dashboard; or
  - Set the team's tryout fee to zero for the registration period.

Question 31

How do I move a player from "trial" to an active roster spot?

Accepted Answer

1. Open the team's roster.
2. After the tryout, mark the player as Trial Attended.
3. Change their status to Selected.
4. Move them to Active.

How step 4 works depends on whether the team has a fee:
- **Team with a fee:** Selected and Active are two separate steps. "Selected" means the player is chosen and awaiting payment; "Active" means the family has paid and the player is enrolled on the roster.
- **Team with no fee:** moving a player straight to Active is a single step.

Players who aren't selected are set to Released; parents are notified either way. The roster entry is stamped with the session it belongs to, so when a new season starts you can see who was active in the previous one.

Question 32

How do I create a class and set its schedule?

Accepted Answer

1. Make sure you have a session (term) created first — every class belongs to one.
2. Go to Schedule → Classes and click New Class.
3. Fill in the basics: name, sport, level (or "Any level"), session, coach, and maximum capacity. Optionally set a minimum and maximum age; students outside the range won't see the class.
4. Choose which enrollment types to offer and set a price for each: seasonal, monthly, drop-in, and/or trial. A class can offer all four at once. A trial price of $0 makes the trial free.
5. Add one or more weekly time slots: day of week, start time, end time. Each slot can be limited to a date range within the session.
6. Save. SportVault generates the individual dated class occurrences from the schedule.

After creation you can override the coach or location for a single occurrence (for example, a substitute coach one week) without changing the recurring schedule.

To create many classes at once, use the bulk form on the classes page. It works like a spreadsheet, with a row per class: day, start and end time, level, session, coach, capacity, waitlist, and price.

Question 33

How does attendance tracking work?

Accepted Answer

**For classes (built):**
1. Go to Schedule → Attendance.
2. Pick a date; each class occurrence that day is listed with its enrolled students.
3. Mark each student Present, Absent, Late, Makeup, or Excused, individually or all at once.

Attendance feeds the Insights dashboard: a coach's attendance rate is calculated as present-plus-late over all marked records in classes they taught. Any staff member can mark attendance for any class — there is no coach-to-class restriction yet.

**For team training (not yet in the UI):** the data model for team training and match attendance exists, but there is no screen for coaches to mark it yet. Team attendance is on the roadmap.

Not built: automatic follow-up when a student misses several classes. An "Attendance Follow-up" agent appears as a placeholder in the agents hub.

Question 34

Can a class have multiple weekly time slots?

Accepted Answer

Yes. A class can have any number of recurring weekly schedules — for example, Tuesday 4:00–5:00pm and Thursday 4:00–5:00pm — and a student enrolled in the class attends all of them.

- Each slot can have its own effective date range within the session, so you can add a Saturday slot from mid-season.
- Occurrences are generated per slot, so attendance is marked per actual day.
- If you instead want families to pick *one* of two days, create two separate classes.

Question 35

How do parents see their child's schedule?

Accepted Answer

In the parent portal, which works on any phone browser (there is no separate app):

- The dashboard shows each child's active enrollments and memberships.
- Each class and team training shows its recurring weekly pattern — day and time — in a list. There is no calendar view of individual dated occurrences.
- Team matches are shown with their actual dates.
- Parents receive an automated "class tomorrow" reminder by SMS and/or email.
- Team players can see their team roster and accept tryout invites in the portal.

There is no iCal or Google Calendar export at present.

Question 36

How do I invite a coach or staff member?

Accepted Answer

1. Go to Settings → Team.
2. Enter their email address and choose a role: Coach or Admin.
3. They receive an email with a signup link.
4. When they create their login (or sign in, if they already have an account), they are added to your academy with that role automatically.

For team staff, you can additionally assign a coach to specific teams with a role of head coach, assistant coach, or manager.

Each coach has a profile on the Coaches page: years of experience, age groups taught, one or more sports, and a weekly availability grid — all editable by staff.

Question 37

What can a coach see/do versus an admin/owner?

Accepted Answer

| Role | What they can do |
|---|---|
| **Owner** | Everything, including the two owner-only areas: membership pricing configuration and platform billing (SportVault's subscription). |
| **Admin** | Everything an owner can do for day-to-day operations — sessions, classes, students, teams, marketing, document templates, and feature toggles — but not membership pricing, platform billing, or ownership transfer. |
| **Coach** | Can view classes, students, and teams in the academy; mark class attendance; record skill progress and level assessments; and award rewards. Otherwise read-only. |

Coaches do not see payment details, billing, or marketing.

Question 38

Can I scope a coach to only their own classes or teams?

Accepted Answer

**Teams — yes.** Assign a coach to specific teams (head coach, assistant coach, or manager). Team-level operations are restricted to that team's assigned staff.

**Classes — not yet.** Every coach can see every class in the academy and can mark attendance for any class. There is no per-class permission today. Per-class scoping (mirroring the team model) is on the roadmap but not built.

Question 39

Does SportVault send reminders to parents automatically?

Accepted Answer

Yes, for transactional messages. Marketing messages are always sent manually by you.

Sent automatically by SMS and/or email:
- "Class tomorrow" reminders
- Enrollment confirmations
- Waitlist offers (with a payment link and expiry) and "a spot opened" promotions
- Payment-failure alerts
- Team tryout invitations, selections, and releases

Semi-automatic (AI drafts, you approve):
- Upcoming subscription renewal reminders, proposed by the Payment Reminder agent into your agent inbox for approval before sending.

Not automated yet:
- Trial follow-up ("how was the trial? here's how to enroll"). The settings exist but the job that sends them is not built.
- Follow-up after missed classes.

Every notification attempt is logged, so staff can see what was sent to whom.

Question 40

Can I send a marketing email campaign to my families?

Accepted Answer

Yes. Go to Marketing and create a campaign:

1. Write your message in the rich-text editor. Merge fields available: parent name, child name, sport, session, academy name.
2. Choose a channel: email (primary), with SMS as an optional secondary channel.
3. Pick an audience: all active families, lapsed students, families whose trial didn't convert, or a level-based group.
4. Send. Campaign stats show delivered count, open rate, and click rate.

Campaigns are created and sent by staff; nothing goes out without you pressing send. Campaigns send immediately — scheduling a send for a later date is not yet available. There is a limit of one send per 30 seconds per user.

Question 41

Is there WhatsApp support?

Accepted Answer

No. SportVault does not send or receive WhatsApp messages today, and there is no WhatsApp integration in the product.

What you can do instead:
- Share public tryout links and payment links through WhatsApp manually — they're ordinary URLs.
- Use SMS and email, which are built in.

WhatsApp has been requested by academies in India and the UAE and is being considered, but there is no committed date.

Question 42

What kind of business insights does SportVault show me?

Accepted Answer

The Insights page gives three views, each with a headline number, a plain-language reading, a comparison with the prior period, and a gauge. You can switch between the last 30 and 90 days.

1. **Trial conversion** — how many trials you ran, how many turned into paid enrollments, the conversion rate, and the average days from trial to enrollment.
2. **Retention & churn** — churn rate (cancellations divided by active students at the start of the period), cancellation count, average tenure in months, and the top five cancellation reasons. Covers both class enrollments and memberships.
3. **Coach performance** (90-day view) — academy-wide average attendance rate, and per coach: attendance rate, sessions taught, total students, and 90-day retention.

The Coaches page adds a coach leaderboard (see "Can I track coach performance?"), and marketing campaigns report delivered, open, and click rates.

Not built yet: revenue and financial reporting, class fill-rate/utilization, parent engagement metrics, coach promotion rate, team tryout conversion history, and a consolidated overdue/failed-payments panel. For money, use your Stripe dashboard.

Question 43

Can I see trial-to-paid conversion rates?

Accepted Answer

Yes, for class trials. Insights → Trial Conversion shows, for the last 30 or 90 days:

- Total trials
- Number that converted
- Conversion rate (%)
- Average days to convert
- Change versus the previous period

A trial counts as converted when the family goes on to hold any active paid enrollment at your academy — the same class or a different one.

Team tryout conversion (invited → attended → selected) is not yet reported.

Question 44

Can I track coach performance?

Accepted Answer

Yes, in two places.

**Insights → Coach Performance** (90-day view) shows for each coach:
- Attendance rate — present plus late, over all marked attendance in the classes they taught
- Sessions taught
- Total students
- 90-day retention — the share of students who enrolled in that coach's classes 90+ days ago and are still active

There is also an academy-wide average attendance rate for comparison.

**Coaches page → Leaderboard** ranks coaches by sessions taught in the previous month (useful for a coach-of-the-month pick) and shows, per coach:
- Sessions taught last month
- Sessions taught all-time
- Unique students taught all-time
- Distinct levels taught
- Tenure at the academy

Not built yet: coach promotion rate (how many students level up under each coach).

Question 45

What is Reena?

Accepted Answer

Reena is SportVault's AI receptionist. Today she is a voice agent that answers your academy's phone line, speaks with parents using your academy's real information (name, sports, business hours, classes, availability, prices), and can complete common front-desk tasks during the call — including registering a family for a trial.

Anything Reena does that needs a human decision goes into an **agent inbox** for your staff to review; she does not take actions on her own outside the call. Reena runs on a managed voice-AI platform (Retell) and is connected to your academy's live data through SportVault.

**Availability:** Reena is available on request rather than self-serve. To get a Reena phone number for your academy, contact SportVault directly and we'll set it up with you. Reena is priced separately from the Standard plan.

Reena is voice-only at present. A text/web chat version and an in-app assistant for staff are planned but not built.

Question 46

What can Reena help me with as an academy owner?

Accepted Answer

**Live today (set up on request):**

1. Answer inbound calls with your academy's context — name, sports, and business hours.
2. List classes appropriate for a caller's child's age.
3. Check availability for a class — spots left, price, and whether there's a waitlist.
4. Register a family for a trial — create the parent account and child (matching existing records to avoid duplicates) and enroll the child in the chosen class as a trial.
5. Send payment links for paid trials — Reena creates a Stripe Checkout link and sends it to the parent by email and SMS.
6. Take a message — record the caller's name, phone, and reason, and post it to your agent inbox for staff to follow up.

**Also live — AI agents inside the dashboard:**
- **Payment Reminder agent** — scans for subscriptions renewing soon and drafts reminder emails into your agent inbox. You approve or reject each one; nothing is sent automatically.
- **Agent inbox** — a single queue (Inbox / Voicemails / History) where every AI-proposed action waits for a human decision.

**Shown as "Coming Soon" — not yet built:**
- Attendance Follow-up agent (draft check-ins after two or more missed classes)
- Waitlist Notifier agent (draft outreach when a spot opens)
- Trial Conversion agent (suggest follow-ups for trials that didn't convert)

**Planned, not started:** website chat widget backed by this FAQ; an in-app assistant staff can ask about their own academy's data; WhatsApp; usage-based billing for voice minutes.

Frequently Asked Questions

About SportVault

Getting Started

Sports & Structure (Classes vs. Teams)

Payments & Billing

Enrollment & Trials

Teams, Tryouts & Evaluation

Classes, Scheduling & Attendance

Staff & Permissions

Communication & Marketing

Reporting & Insights

AI Features (Reena)