Support
We try to reply within one business day. For game-day emergencies (e.g. a booking issue 30 minutes before kick-off) reach us on WhatsApp.
FAQ
How do I join a game?
Open the mobile app β Game tab β pick a date β tap any open game β tap Join Game. You'll be asked to pay your share by card β payment is taken immediately and your slot is confirmed.
I joined the wrong game by mistake. Can I leave?
Yes β open the game and tap Cancel & Leave. You are refunded in full any time up to 1 hour before kickoff. Inside that final hour a confirmed game is non-refundable β your paid spot is held for the team, and another player can claim it for free until the game ends, so the seat is not wasted. An unconfirmed game can be left for a full refund until it locks, 30 minutes before kickoff. The same 1-hour rule applies at every venue. You can choose instant wallet credit or back to your card (2β15 business days).
The game was cancelled. Where's my refund?
Refunds are issued automatically:
- To your card: 2β15 business days, depending on your bank.
- To your wallet: instant. You can use wallet credit on any future booking.
If a refund doesn't appear within 15 business days, email us with the booking date and venue.
How do I find friends in the app?
Tap the Players tab β tap Connect on anyone in the suggested list. Friends show up in your friends list and you can invite them to private games.
Notifications aren't showing up.
Open β° (top right) β Settings β Notifications to confirm push permission is granted and your categories aren't all toggled off. If iOS shows "Off", tap the link to open Settings and re-enable Notifications for CaptainPass.
How do I list my venue on CaptainPass?
Email support@captain-pass.com with your venue name, location, contact phone, and which sports you offer (football, padel, or both). We set up your owner account within one business day and email you a password-reset link to set your password.
Where do I sign in to manage my venue?
From the website: captain-pass.com/owner. From the mobile app: just sign in with your owner email β the app routes you to the Owner dashboard automatically.
Can I list a venue with both football and padel?
Yes. The Owner portal has a Football tab and a Padel tab. Fill in either or both β each sport has its own photos, location text, price, surface type, and bio. Your venue appears under whichever sports have content.
How do I reply to a review?
Owner portal β Reviews tab β type into the "Reply to this reviewβ¦" box β tap Send reply. The player gets a notification and your reply shows up publicly under their review.
How does the platform fee work?
While we're in launch mode, platform fees are 0% β owners keep 100% of bookings. This will change to a small per-booking percentage in the future; we'll announce it ahead of time. Tournament money follows the tournament rules instead β see Terms, section 6.
I forgot my password.
On the sign-in screen of the app or owner portal, tap Forgot password? β we email a reset link. If the email isn't there, check Spam / Junk. Default sender is noreply@captainpass.firebaseapp.com.
How do I delete my account?
β° (top right) β Settings β Delete account β Delete forever. Your profile, friends, wallet, and any games you've joined are removed within 30 days. This cannot be undone.
How do I download a copy of my data?
β° (top right) β Settings β Download my data. The app prepares a JSON file covering your profile, games, connections, reviews, feedback and activity events and opens the native share sheet so you can email it to yourself or save to Files.
What payment methods do you accept?
Visa, Mastercard, and OmanNet via our payment partner AmwalPay. We never see or store your full card number.
When does my card get charged?
Immediately when you join a game. The full amount appears on your card statement right away. If the match cancels or you leave within the cancellation window, you get a refund β instantly to your wallet (default), or back to your card over 2β15 business days if you prefer.
Is there a service fee?
No β we charge 0% service fee at launch. You pay only the pitch price your venue has set. We may introduce a small service fee later; if so, it'll always be shown clearly before you confirm any booking. Tournament entry fees are separate β see Terms, section 6.