FranchiseHQ / Support
Service help and incident reporting
Report the smallest useful set of facts. FranchiseHQ can diagnose most league issues without another Madden export, a reset, or exposing private credentials.
Before reporting
- Refresh the page once and confirm the same issue remains.
- Check the visible release at the bottom of FranchiseHQ.
- For an import issue, copy the phase and support code. Do not run another export unless the error specifically says the source is missing.
- For a data issue, identify the league, page, season, week, team, player, or game involved.
- For Discord, open Commissioner HQ → Audit and check Platform Health before changing channels or permissions.
What to send
Contact your league commissioner privately with: the league name, approximate time and timezone, the page or command, what you expected, what happened, the visible support code, and a screenshot with private values hidden.
What happens next
The commissioner identifies the affected tenant and surface, confirms whether current live data is safe, and pauses only the relevant action. FranchiseHQ uses retained candidates, request IDs, audits, delivery attempts, and recovery evidence to determine the cause.
A repair is complete only when the exact runtime and schema are verified, protected counts and foreign keys reconcile, active snapshot domains remain correct, and the alert returns to the expected state. A reset, delete, archive, transition, credential rotation, or database restore is never an automatic troubleshooting step.
Discord delivery failures
An exhausted trade-message refresh remains visible in Commissioner Operations until resolved. The diagnostic lists the kind of destination and a sanitized Discord response, without exposing raw user or channel IDs.
A commissioner may select Retry Failed Copies. When destination evidence exists, the retry updates only those failed destinations using the latest trade status and tally. A failure recorded before destination diagnostics existed must first reconcile its retained message inventory so FranchiseHQ can capture exact results. Neither path re-submits the trade, duplicates a vote, recreates schedule threads, changes the league week, or deletes the original failure evidence.
Security and privacy incidents
Privately report suspected unauthorized access, leaked credentials, cross-league visibility, or exposed private records immediately. State what was exposed and when, but do not forward the secret itself. Commissioners should stop the affected action, preserve evidence, and use the incident runbook. Credential rotation and database restore are separate controlled actions.