Need More Help?
If you encounter an issue not covered here, please check the other help articles or visit our documentation. Most problems can be resolved by refreshing the page or logging out and back in.
Login & Authentication Issues
Can't log in - "Invalid credentials"
- Double-check your email address and password for typos
- Ensure Caps Lock is not enabled when typing your password
- Try using the "Forgot password" link to reset your password
- Clear your browser cache and cookies, then try again
Didn't receive verification email
- Check your spam/junk folder
- Verify you entered the correct email address during registration
- Wait a few minutes - emails can sometimes be delayed
- Try requesting a new verification email from the login page
- Add ScoreKeep's domain to your email whitelist
Session expired / Keep getting logged out
- Sessions expire after a period of inactivity for security
- Simply log in again with your credentials
- If using the installed app, try reinstalling it
- Check that cookies are enabled in your browser settings
Game Collection Issues
Can't find my game in BoardGameGeek search
- Try different search terms (alternative spellings, abbreviations)
- Search for just the first word of the title
- Check the year of publication - some games have multiple editions
- Very new or very obscure games may not be in the database yet
- Consider adding the game manually if it's not available
Can't delete a game
- Games with play history cannot be deleted (to prevent data loss)
- Instead, mark the game as "sold" to archive it
- Only games with zero sessions can be permanently deleted
- You must be the family owner to delete games
Game images not loading
- Check your internet connection
- Images are loaded from BoardGameGeek - their servers may be slow
- Try refreshing the page
- Clear browser cache and reload
- Some games may not have images in the BGG database
Session Logging Issues
Can't see all players when logging a session
- Ensure you're part of a family with other members
- Family members must accept invitations to appear in player lists
- Add offline members for family who don't have accounts
- Only family owner and members appear in player selection
Session not saving / "Error saving session"
- Check your internet connection
- Ensure you've selected at least one player
- For competitive games, verify all players have placements
- Try refreshing the page and entering the session again
- Log out and log back in to refresh your session
Statistics not updating after logging session
- Try refreshing the page to see updated stats
- Navigate away and back to the statistics page
- Stats calculate in real-time but may need a page refresh
- Check that the session was actually saved (view session history)
Family & Sharing Issues
Family invitation not received
- Check the spam/junk folder of the recipient's email
- Verify the email address was entered correctly
- The recipient must have a ScoreKeep account (or create one)
- Resend the invitation from the Family page
- Wait a few minutes for email delivery
Can't see family's game collection
- Ensure you've accepted the family invitation
- Only the family owner's collection is shared
- Refresh the page to load the shared collection
- Verify you're viewing the Games page (not your personal collection)
Can't add offline members
- You must be the family owner to add offline members
- Create a family first if you haven't already
- Offline members can only be added by the family owner
- Regular family members cannot add offline members
Competition Issues
Sessions not counting toward competition
- All competition participants must have played in the session
- Sessions with missing participants don't count
- Check that the session date falls within the competition period
- For tournament/bonus modes, ensure the game is in the featured list
- Refresh the competition page to see updated statistics
Competition not ending when expected
- Competition status updates may need a page refresh
- For tournament mode, all featured games must be played
- Check the competition end date in the details
- Time zones may affect exact end times
Installed App Issues
App not working offline
- Some features require an internet connection (logging sessions, loading games)
- The app will cache recently viewed pages for offline viewing
- You can view previously loaded pages offline, but can't create new data
- Reconnect to the internet to sync any pending changes
App showing old version / not updating
- Close and reopen the app completely
- Clear the app cache in your device settings
- Uninstall and reinstall the app
- Updates typically install automatically when you relaunch the app
Performance Issues
App running slowly
- Close other browser tabs to free up memory
- Clear browser cache and cookies
- Restart your device
- Try using a different browser (Chrome recommended)
- Check your internet connection speed
- Ensure your device meets minimum requirements (modern smartphone or computer)
Pages not loading / blank screens
- Refresh the page (pull down on mobile)
- Clear browser cache
- Try logging out and logging back in
- Disable browser extensions that might interfere
- Try a different browser or device
- Check if ScoreKeep is experiencing downtime (rare)
General Troubleshooting Tips
Try these steps for most issues:
- Refresh the page: Often resolves display issues
- Log out and log back in: Refreshes your session
- Clear cache: Removes outdated files
- Try a different browser: Rules out browser-specific issues
- Check internet connection: Ensure stable connectivity
- Update your browser: Use the latest version
- Restart your device: Clears memory and temp files
Still Having Issues?
If you've tried the solutions above and are still experiencing problems:
- Review other help articles for specific features
- Check that you're using a supported modern browser
- Ensure JavaScript is enabled in your browser
- Verify your device meets minimum requirements
Most issues are resolved by refreshing the page, clearing cache, or logging out and back in. If problems persist, try accessing ScoreKeep from a different device or browser to isolate the issue.