RackUp Support
Help, contact and answers for the RackUp apps on Android and iPhone
Need help, or want to report a problem or a player?
Email us:
We read every message. We aim to reply within three working days. Please allow up to seven days if you write over a weekend or a Greek public holiday. Write in Greek or in English, whichever you prefer.
When you write, it helps a lot if you tell us your phone or tablet model, whether you are on Android or iPhone, the app version (Profile → Settings, at the bottom of the screen), and what you were doing when the problem happened.
What RackUp is
RackUp helps billiards players in Greece find an opponent for a real, in person game. You post when and where you want to play, choosing a venue from our directory of billiard halls, a game type (8-Ball, 9-Ball or 10-Ball, or 3-cushion and 1-cushion at halls with carom tables) and a date and time. Another player asks to join, you pick them, and you meet at the table. All the play happens on a physical table at the venue. The app contains no playable game, no wagering and no in-app purchases, and it is free.
There is no chat, no direct messages and no inbox. Everything you write on a match post is public to other signed in players.
RackUp is on the App Store for iPhone and on Google Play for Android.
Safety and moderation
How do I report a player?
Open the match you shared with that player, scroll to the bottom of the match detail screen, and tap Report next to their name. Tell us what happened in the box that appears and tap Send report.
Reports come straight to us and are never shown to the player you reported. We read every one. If you would rather write to us directly, or you need to report something that is not tied to a specific match, email rackupbilliard@gmail.com and include the other player's display name and the venue and date.
We remove accounts that harass other players, that post abusive or offensive content, or that repeatedly fail to turn up. If you feel unsafe, please tell us, and if you are in danger call the Greek emergency number 112.
How do I block someone?
Same place: open the match, scroll to the bottom of the match detail screen, and tap Block. Their posts disappear from your feed straight away. Blocking is private: the other player is not told, and they cannot see that you blocked them. Tap Unblock in the same place to reverse it.
Blocking and reporting are separate. Blocking hides someone from you; reporting tells us about them. If someone is behaving badly, please do both.
Someone wrote something offensive
The app screens display names, match notes, challenge notes, cancellation notes and feedback against a profanity list in Greek, Greeklish and English before they are published, but no filter catches everything. Report it and we will act on it.
Your account
How do I delete my account?
In the app: Profile → Settings → Delete account → Yes, delete everything. This removes your profile, your photo, the matches you posted, your check-ins, your saved searches and the ratings you received. It cannot be undone.
If the app says "For security, please sign out, sign back in, and try again", that is Firebase asking for a fresh sign-in before it will delete the account. Sign out, sign back in, and go straight to Delete account.
If you cannot get into the app at all, email rackupbilliard@gmail.com from your registered address with the subject "Account deletion request" and we will do it for you.
The privacy policy sets out exactly what deletion removes and the few things that stay behind, such as the matches you joined that belong to another player.
I cannot sign in
- Stuck on "Verify your email"? New email and password accounts have to confirm their address before they can use the app. Open the link in the message we sent, then come back and tap I have verified. Check your spam folder. If the message never arrived, tap Resend email.
- Forgotten your password? Tap Forgot password? on the sign-in screen and we will email you a reset link.
- Signed up with Google or Apple? Use the same button you used the first time. Google sign-in is available on Android, Sign in with Apple on iPhone. An account created with one of them has no password to reset, so the password screen will not work for it.
- Used Apple's "Hide My Email"? Your account is tied to the private relay address Apple gave us. Mail from us reaches you through Apple's relay, so keep RackUp enabled under Settings, Apple Account, Sign-In and Security, Sign in with Apple.
- Still stuck? Email us and tell us which sign-in method you used. Please do not send us your password. We will never ask for it.
Can I change my name, category or photo?
Yes. Profile → Edit profile. Your display name and skill category can be changed at any time. Profile photos can be set and removed on Android only, because the iPhone app has no photo picker yet. If you set a photo on Android and later want it gone but only have an iPhone, email us and we will remove it.
Using the app
Do I need an account to look around?
Yes. There is no guest mode. Nothing in the app is visible before you sign in, because the security rules on our database allow reads only to signed in accounts.
My venue is missing, or its details are wrong
The venue directory is hand researched and covers billiard halls across Greece. You can browse every hall by city on this site. If your hall is missing, or its address or name is wrong, email us with the venue name, city and address, or a link to the venue's own page. Venue corrections do not need an app update: we can publish them the same day.
I am not getting notifications
On Android, check the switches in Profile → Settings → Notifications, and check that RackUp is allowed to send notifications in your Android system settings. Alerts about new matches at a particular venue are controlled by starring that venue.
On iPhone, check that notifications for RackUp are allowed in the iPhone's Settings → Notifications → RackUp.
The score, the result or a no-show is wrong
Either player can report the result, and the other confirms it. If the score you were sent is wrong, contest it instead of confirming, and either of you can then report the correct score. If someone has wrongly reported you as a no-show, open that match and contest the report. A contested no-show is reviewed by us and does not count against your reliability while it is contested. If you and your opponent cannot settle it between you, email us.
Sending us feedback from inside the app
Profile → Settings → Send feedback. Pick a category, write your message and send. This is the fastest way to report a bug. It sends us your message along with your app version and platform. It is a one way form, so if you want a reply, email us instead.
Privacy and your data
Our privacy policy explains everything the apps store, who can see it, where it is processed, and how to exercise your rights under the GDPR, including access, correction, erasure and portability. Send any data protection request to rackupbilliard@gmail.com and we will answer within one month.
Βοήθεια στα Ελληνικά
Γράψε μας στα Ελληνικά στο rackupbilliard@gmail.com. Απαντάμε συνήθως μέσα σε τρεις εργάσιμες ημέρες.
- Αναφορά ή αποκλεισμός παίκτη: άνοιξε τον αγώνα σας, κύλησε στο κάτω μέρος της οθόνης λεπτομερειών και πάτησε Αναφορά ή Αποκλεισμός. Οι αναφορές έρχονται μόνο σε εμάς και δεν φαίνονται ποτέ στον άλλον παίκτη.
- Διαγραφή λογαριασμού: Προφίλ → Ρυθμίσεις → Διαγραφή λογαριασμού. Αν δεν μπορείς να μπεις στην εφαρμογή, στείλε μας email από τη διεύθυνση του λογαριασμού σου.
- Πρόβλημα σύνδεσης: αν είσαι κολλημένος στην οθόνη επιβεβαίωσης email, άνοιξε τον σύνδεσμο που σου στείλαμε και μετά πάτησε Το επιβεβαίωσα. Έλεγξε και τον φάκελο ανεπιθύμητης αλληλογραφίας. Για ξεχασμένο κωδικό, πάτησε Ξέχασες τον κωδικό; στην οθόνη σύνδεσης.
- Λείπει η αίθουσά σου: στείλε μας όνομα, πόλη και διεύθυνση και την προσθέτουμε χωρίς να χρειάζεται ενημέρωση της εφαρμογής. Όσες έχουμε ήδη θα τις βρεις στον κατάλογο αιθουσών ανά πόλη.
RackUp · Ioannina, Greece · rackupbilliard@gmail.com
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