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 → Game tab → pick a date → tap any open game → tap Join Game. You'll have 30 minutes to pay your share before your slot is automatically released.
I joined the wrong game by mistake. Can I leave?
Yes — open the game and tap Cancel & Leave. Before the captain confirms the booking, your payment hold is released in full. After confirmation, the captain's cancellation rules apply (shown on screen).
The game was cancelled. Where's my refund?
Refunds are issued automatically:
- To your card: 2–15 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 → 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 Profile → 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 — 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 — 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 → Reviews tab → type into the "Reply to this review…" box → 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% — owners keep 100% of bookings. This will change to a small per-booking percentage in the future; we'll announce it ahead of time.
I forgot my password.
On the sign-in screen of the app or owner portal, tap Forgot password? — 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?
Profile → Delete account → 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?
Profile → Download my data. The app prepares a JSON file of everything we have about you 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 Thawani. We never see or store your full card number.
What's the difference between a hold and a charge?
When you join a game, the app places a temporary hold (pre-authorisation) on your card for your share — no money moves yet. The charge happens about 2 hours after the match ends. If the game is cancelled before then, the hold is released.