Support
Getting started, common questions, and how to reach us.
Getting started
You need an invitation
PerfHQ accounts are created by coaching organisations, not by signing up. If your club or academy uses PerfHQ, they will send you an invitation by email.
Accepting it
Open the link in the email on your iPhone or iPad. It will welcome you by name and ask you to set a password. If you do not have the app yet, install it from the App Store first, then open the link again.
Setting up
After your first sign-in, PerfHQ walks you through what your organisation needs: a profile photo, your date of birth, contact details, any allergies or medical notes, an emergency contact, and consent for photography and social media. If you are a parent, you can work through this for yourself and for each child you look after, one after another.
If the link has expired
Ask your organisation to send a new one. Anyone who administers your club's PerfHQ can do it.
Contact us
App problems, questions, anything not working
support@perfhq.comData protection requests, including deleting your account
privacy@perfhq.comWe answer both addresses. We aim to reply within two working days, and within one month for formal data protection requests.
Reporting content or abuse
Anything in PerfHQ can be reported from the menu on that piece of content. It takes a few seconds, needs no permission, and the content is hidden from you immediately — you do not have to keep looking at it while it is reviewed.
We act on reports of objectionable content within 24 hours. Administrators at the relevant organisation are notified as soon as a report is filed, and PerfHQ staff see every organisation's outstanding reports and step in where an organisation does not act. Acting means removing the content, blocking the person who posted it, or both.
Safety, abuse and content reports
safety@perfhq.comIf a child is at immediate risk, contact the police first, then tell us. The rules are set out in the Acceptable Use Policy.
Before you email
Two details make everything faster, and the app will fill them in for you.
Open More → Help & support and tap Email support. The message is pre-filled with your app version, build, device and organisation. Add what went wrong and send it.
If you would rather copy them by hand, they are on More → About.
Common questions
I cannot sign in.
Check you are using the email address your organisation invited. If you have forgotten your password, tap "Forgot password" on the sign-in screen and follow the link in the email. If your invitation was never accepted, the account does not exist yet — ask your organisation to resend it.
It is asking me for a code.
Your account has two-factor authentication switched on. The code comes from your authenticator app, and it changes every 30 seconds. You can manage this under More → Account & security.
I belong to two clubs and I can only see one.
After signing in you will be asked which organisation you want to open. You can switch at any time; your sessions, feedback and groups are separate for each.
I am a parent and I cannot see my child's information.
Guardian links are held per organisation. If your child trains at two clubs, each one has to link you separately. Ask the organisation you are missing to add you as a guardian.
Guardian access stopped working.
A guardian link ends automatically on the child's 18th birthday. From then on the account is theirs.
I filmed a session and the clips are not showing up yet.
Captures stay on the device until they upload, and they upload over Wi-Fi by default so a session on a phone signal does not cost you data. Open the upload queue from the More menu to see what is waiting; it resumes on its own when you are back on Wi-Fi.
Can I book myself into a session?
Not from the app. Sessions and bookings are managed by your coaching organisation — speak to them and they will add you.
Does the app send my data anywhere I would not expect?
No. It contains no analytics, advertising or crash-reporting code, and it does not track you. It asks for camera, microphone and photo access when you use those features, and for motion and Face ID if you turn them on. It never asks for your location. The full picture is in the privacy notice.
How do I delete my account?
In the app, under More, Account, Delete account. You can also leave a single organisation and keep your account, or delete a child you look after. If you would rather we did it, email privacy@perfhq.com from the address on your account. What is removed, and what currently is not, is set out in the privacy notice.
Requirements
PerfHQ needs iOS 17 or later and runs on iPhone and iPad. The app is in English. You will need an invitation from a coaching organisation to sign in.