Start here when something feels stuck. Most Beta issues have a simple cause — usually role, team membership, or a link that hasn’t been approved yet.
- Find your problem in the tables below.
- Try the fix once.
- If it’s still broken, open Feedback with the details listed at the bottom.
| Problem |
Likely cause |
What to do |
| Can’t log in after email sign-up |
Email not confirmed |
Check inbox/spam for the confirmation link, then log in |
| Forgot password / can’t get back in |
Reset needed |
Use “Forgot password” on the login page; check spam |
| Google sign-in lands in the wrong place |
Started from a deep link mid-flow |
Sign out, sign in from pathwaysg.net, then open AthleteIQ |
| Signed in but AthleteIQ looks empty / wrong |
Role or onboarding incomplete |
Finish AthleteIQ onboarding for your role; athletes still need a team for check-ins |
| Wrong role selected (athlete vs parent) |
Chose the wrong path during onboarding |
Submit Feedback for account help — don’t create a second account without asking |
| Problem |
Likely cause |
What to do |
| Can’t check in |
Not on a team yet |
Join with the coach’s 6-character invite code (or accept the coach’s email invite) |
| Invite code doesn’t work |
Typo, wrong team, or stale email invite |
Ask coach for a fresh code or a new email invite; codes are 6 characters |
| Goals work but progress/check-in is locked |
Expected before joining a team |
Join a team first — this is by design |
| Parent can’t see progress |
Link not approved (or never started) |
Share parent email from your dashboard, or approve their pending request |
| Don’t see Coach as an option |
Correct — coaches don’t use public Athlete/Parent signup |
Coaches need the private coach invite path from your program |
| Problem |
Likely cause |
What to do |
| See no athlete data |
Link not approved |
Ask your athlete to approve the connection in AthleteIQ |
| “Link your child” still showing |
Not connected yet |
Send a link request with the exact email your child uses, then wait for approval |
| Linked the wrong account |
Email mismatch |
Confirm the athlete’s Pathway email; use Feedback if you need help untangling |
| Want to check in for my child |
Parents can’t check in for athletes |
Remind them; use Messages/reminders instead |
| Problem |
Likely cause |
What to do |
| Still see “pending” |
Pathway is still reviewing your profile |
Ask your program lead to follow up with Pathway; you can also submit Feedback |
| Application not approved |
Review outcome |
There is no self-serve re-apply button — contact Feedback or your program lead |
| Can’t find a coach option at public sign-up |
Wrong entry point |
Use the coach invite path, not public Athlete/Parent sign-up |
| Approved but no athletes on roster |
Team not created, or code not shared |
Create a team, copy the invite code, share it (or send email invites) |
| Multiple teams? |
Supported |
Each team has its own invite code and roster — create/switch in Teams |
| How long does approval take? |
Manual Pathway review |
During launch week, partners should notify Pathway when coaches have submitted |
| Problem |
Likely cause |
What to do |
| Flood of “can’t check in” messages |
Athletes invited before teams/codes exist |
Pause athlete invites; finish coach approval + team creation first |
| Many coaches stuck on pending |
Pathway wasn’t told submissions are ready |
Message your Pathway contact with coach names/emails that submitted |
| Families asking where support is |
Feedback lives on the platform website |
Point them to Feedback — not a buried AthleteIQ-only help desk |
| Who joins which team? |
Program policy |
Decide locally; coaches share the correct code for each roster |
| Use Feedback when… |
Contact your program lead when… |
| Bugs, login failures, wrong role, broken links |
Coach invite access for your staff |
| Product ideas and Beta suggestions |
Who should be on which team |
| Something looks wrong after you followed the docs |
Escalating coach review during launch week |
| You need Pathway’s product team |
School-specific policies and timing |
Paste this checklist into the ticket body:
- Product: platform website / AthleteIQ
- Your role: athlete / parent / team coach / college coach / partner
- What you clicked (page or button names)
- What you expected vs what happened
- Approximate time it happened
- Screenshot if it helps (no passwords; redact other people’s private info)
