Getting support

Four ways to get unstuck, in the order that gets you moving fastest.

Start here

1
Ask the help assistant. Tap Need help? in the corner of any page on this site and type what is going wrong in your own words — “I can’t sign in”, “no boats fit me”, “how do I set up the club”. It walks you through the fix one step at a time, and drafts the email for you if it cannot. Open it now
2
Read the section for your part of the club. Rowers · Coaches · Administrators · Parents and guardians · Boat management · Messaging and safeguarding
3
Look it up in the guide. The full guide covers every screen in the app with the exact button names, from creating an account to running the club.
4
Email a person. Support: ashflash787@gmail.com with ROWCLUB in the subject. General and club enquiries: info@hawkesbayrowing.co.nz. You will normally hear back within two working days.

What to send us

The more of this you include, the faster it is fixed:

What you were trying to do, and which screen you were on.
What you tapped, and what the app said — the exact message matters most.
A screenshot, if you can. They help enormously.
Your device and version: iPhone and iOS version, Android phone and version, or which browser on which computer.
Your club’s name, and whether anyone else at the club sees the same thing.

Devices and browsers

Crew Wise runs in any modern browser — Chrome, Safari, Edge or Firefox — on a Mac, PC, Chromebook, Android phone or tablet, iPhone or iPad. It is the full app, with the same account, club, logbook and messages.

Android: open Crew Wise in Chrome, then use Chrome’s menu → Add to Home screen. It opens full screen like an installed app.
iPhone and iPad: in Safari, tap Share → Add to Home Screen for the same. The native app for iPhone and iPad is in TestFlight testing now, with the App Store release next; your club administrator sends the invitation.
The phone app adds the GPS StrokeCoach, QR scanning and push notifications. Everything else is identical.

Fixes people ask for most

I cannot sign in

Usually the email is not confirmed yet, the password is wrong, or the account was made with Continue with Apple rather than a password. Read the message on screen, then try Email me a reset link. More

The join code will not work

Capitals, spaces, dashes and 0/O mix-ups are all forgiven, so a failing code has almost certainly been changed. Ask an administrator: it is shown large under Admin→Club settings.

“Can’t reach the club right now”

The device has no connection to the server. The app keeps showing what it last loaded and nothing you did is lost — pull down to refresh once you have signal.

Notifications are not arriving

Check the three switches under More→Your profile→Notifications, then your phone’s own Settings. Notifications come from the phone app, not the browser.

The StrokeCoach shows no split

It needs GPS. Allow location for Crew Wise and give the phone half a minute in the open — it cannot get a fix indoors.

The weather or tide looks wrong

Readings come from the coordinates in Admin→Club settings→Identity and the tide station chosen there. Check the pin is on the shed, not the clubrooms in town.

The full troubleshooting section in the guide

Club, plan and billing questions

Plans, invoices and anything about setting a club up: info@hawkesbayrowing.co.nz. See also pricing and start your club. Subscriptions are managed by the club’s administrator on this website, never inside the app.

Privacy and data

What Crew Wise stores, where it lives, how location is handled and how to delete an account are all in the privacy policy. Data requests go to the address in it.

Common questions

How quickly will I hear back?

Normally within two working days. Put ROWCLUB in the subject so it is not missed.

Something is broken for the whole club

Email support from a club administrator’s address with the time it started and what everyone is seeing. If members can still see what was last loaded, nothing has been lost.

How do I delete my account?

In the app: More→Your profile→Delete my account…. It permanently removes your account and personal data. The club’s own logbook records stay with the club, without your account attached.

Can you set our club up for us?

Email info@hawkesbayrowing.co.nz with your fleet list and membership and we will help you get it in. Most clubs do it themselves in about twenty minutes.

Do you offer training for a committee?

Yes — get in touch and we will walk your committee or coaching group through it. The interactive demo is a good way to show people what it looks like before anyone signs in.

Still stuck?

Tap Need help? in the corner of this page and type what is going wrong — the assistant walks you through the fix step by step and drafts an email if it cannot. Or read Getting support.