ACCESSPUBLICFOREveryone
Getting help
A real person reads these. Sending the right four things turns a two-day back-and-forth into one reply.
Where to go
| Situation | Where |
|---|---|
| Something is broken | Report a problem — goes straight to whoever can fix it. |
| A question about your account or billing | Support. |
| You are live right now and stuck | Report it and say so in the first line. Live beats everything else in the queue. |
| A doc is wrong | Report it — an out-of-date doc is a bug, not feedback. |
What to include
Four things, and the reply gets much faster:
- What you were doing. “Pressing next on the 7pm class”, not “using the timer”.
- What you expected.
- What happened instead. The exact words on screen beat a description of them.
- Which page. Copy the address out of the browser bar — it identifies the exact event and surface.
A screenshot covers all four at once and takes three seconds. Send the screenshot.
Things worth trying first
| Symptom | First thing to try |
|---|---|
| A screen is stuck | Reload it. It resyncs to the live clock, not to a cached copy. |
| The director view will not respond | Reload. Nothing is stored in that tab — the clock is on the server. |
| The room screen went dark | The display machine went to sleep. That is a setting on the machine, not in NextSet. |
| A member cannot check in | Check they are on the roster and their plan is active. The kiosk will say which. |
| A payment failed | Almost always an expired card — see Collecting dues and payouts. |
What we will not do
Nobody at NextSet will ask you for your password, and nobody will ask a member for their card number. If you ever get a message that does, it is not us — report it.