Q: Why am I required to enter my date of birth? 

A: We require primary accounts to fill out the Date of Birth field during the registration process because the US law requires us to confirm that you are over the age of 13.

Q. I just created my account and I can't log into my account and it is saying my password is incorrect. What do I do?

A: Your password is probably correct, but your email address isn't verified yet. Check your email for a invitation to verify it.

Q: I accidentally entered my email address wrong. How do I change this?

A: Navigate to your account settings in the drop down of your initial/profile picture. In the first tab, you are able to change your email address. 

Q: Does the name and information of the primary account go in the athletes name or the parent/ guardians name?

A: If you are the athlete that is going to be attending the events, then your information is the information for the primary account. If you are the parent or guardian of the athlete, then your information is the information for the primary account and then you will need to create profile's for each of your athletes.  

Q: I have a coupon code, but I already checked out and paid for the event. What do I do?

A: Contact your Coach and inform them of the situation. They will reach out an Upper Hand support representative and get it fixed for you. 

Q: I have clicked to purchase the event, chosen a date and time, but it won't let me add the event to my cart. 

A: You must first make sure you have selected a package before you can select a date and time. 

Q: I am purchasing a package of lessons. Do I have to schedule them right now or will I have the ability to come back and schedule them later?

A: You are able to do both! Once you purchase the package you want, those are your credits. You can schedule all, some, or none of your sessions at checkout. To see how to schedule your purchased credits, reference article How to Schedule Sessions for an Event

Q: How do I reset my password?

A: If you click on the letter or picture in the upper right hand corner, a drop down menu will appear and you want to click on Account Settings. Here you are able to enter a new password. 

Still have a question? Click the green button to email our Customer Success Team at support@getupperhand.com!

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