Our goal is to provide the best possible matchday experience. This guide provides the necessary steps to report match results, game day issues, and unexpected emergencies to the Customer Experience team as needed.
Game Day IT Issues
IT issues on game day are often a frustrating experience. In order to combat this and get teams competing as quickly as possible, our team has put together the IT Troubleshooting for Game Day issues guide. If your issues persist, contact PlayVS Support.
Reporting Match Results
For matches using the PlayVS Match Assistant tool, results are reported as each game is completed, with the final results recorded at the conclusion of the match.
If the PlayVS Match Assistant was not used, the match results would need to be submitted manually within 1 hour of match completion. Players should take screenshots of the match results and share those with their coaches for their records.
If match results can not be submitted, contact PlayVS Support.
Match Disputes & Behavior Reports
If a rule violation occurs during a match, Coaches must work with each other to address and resolve the issue. In the event that a the issue cannot be resolved, the opposing coach is not present, or inappropriate behavior occurs, contact PlayVS Support for a League Admin to address the situation promptly.
After a match is complete, coaches have the ability to submit a Match Dispute from a completed match page.
For more information, refer to the guide on Match Disputes & Behavior Reports.
Emergencies
Emergencies, also referred to PlayVS as unforeseen uncontrollable circumstances, unplanned or uncontrollable events that results in a player, coach, or team’s inability to attend a match. If you are encountering an emergency situation, ensure you and others are in a safe and secure place, and then once you are able, contact PlayVS Support with the following information:
A description of the emergency.
The name of the team(s) affected
If the match was ongoing, or completed, provide screenshots and the results of the match for League Officials to review.
Forfeit Protocol
Important: Any team that receives 3 or more forfeit losses for regular season matches will not be eligible for playoffs. We strongly recommend rescheduling the match. Read more about our rescheduling in our Reschedule Guide and our forfeit rules in section 9 of the overall High School Rulebook and the overall Middle School rulebook. |
In your PlayVS.com account, on the left sidebar, select Schedule.
This view provides all your upcoming and past match information.
To forfeit, highlight the upcoming match you would like to forfeit and select Open Match.
Forfeit Types
Self Forfeit: If your own team needs to forfeit, go to the top right of your match Lobby and select the orange button for Manage Match. At the bottom of the dropdown menu, under manage match, select Forfeit. Follow steps 4-8 below.
No Show / Opponent Forfeit: If your opponent does not show up for the match, use the Game Settings dropdown and select Opponent Forfeit. This will include a 30-minute grace period for the forfeit request. No further action is required from your team.
If you submitted a Forfeit for your own team, an alert appears and asks, “Do you really want to forfeit? Your team will receive a loss.” If you’re sure you cannot reschedule or play down a player or two, select Forfeit.
Most team-based titles like Rocket League can proceed even with a player down.
In the Forfeit Match window, use the dropdown to select a reason for the forfeit. Select Technology Issues, Not enough players, School closure, or Other, and then click NEXT.
Please describe the circumstances of your forfeit in at least 1 word.
Once you confirm the forfeit, it cannot be rescheduled or undone. Your team will receive the loss for that match.
A new alert will state, Match Forfeited, “You have forfeited your match against your opponent. This will be recorded as a loss on your record.” Select Close.
Using the Match Lobby Chat, tell the other team you are forfeiting the match.
Important: Please reach out to PlayVS Support if the match appears to be a double forfeit. Double forfeits will be auto-submitted if results aren’t submitted within 48 hrs. |
Contacting PlayVS Support
To reach out and speak with a PlayVs representative, use the orange chat icon at the bottom right of the PlayVS site or email us at support@playvs.com.
To provide the best assistance possible, we expect users who are reaching out to be respectful to our representatives and League Officials as they help answer your questions and concerns. Please review the full PlayVS Support Interaction Policy available here.