Hulp & ondersteuning
Terugbetalingen, toegang en contact opnemen
De korte versie van hoe je een Pass terugbetaald krijgt, toegangsproblemen oplost en contact opneemt met de beheerder. Het bindende beleid staat in onze Gebruiksvoorwaarden.
In één zin: als je in de afgelopen 24 uur een Pass hebt gekocht, kun je deze zelf terugbetalen via je accountpagina. Stuur anders een e-mail naar admin@onthepitch.now en we reageren.
Een Pass terugbetalen
Inside 24 hours of purchase (self-service). Sign in and visit your account page. The refund button issues a full refund back to your original payment method and revokes Pass access immediately. PayPal-balance refunds usually appear immediately; card-funded refunds may take 3–5 business days to appear on your statement.
Outside the 24-hour window. Email admin@onthepitch.now with your PayPal transaction reference and a brief note on why a refund is appropriate (technical failure, duplicate charge, mistaken purchase). Each request is reviewed individually; the criteria are in Terms §4.
Upgrades. Refunding a Standard Pass → Pro Pass upgrade refunds both the original Standard Pass purchase ($15) and the upgrade ($20) — $35 total — and ends access entirely. The 24-hour self-service window is measured from your original Standard Pass purchase, not from the upgrade time.
What we won’t refund outside 24 hours. Disagreement with model outputs, outcomes that differed from a forecast, editorial choices about what gets published, or subjective dissatisfaction with content quality. The Pass sells access to research; it does not sell correct predictions.
Toegangsproblemen
I paid but I don’t see Pass content. Refresh the page — the session checks your purchase record on every load, so the new tier should show up immediately after the PayPal redirect lands. If it still isn’t showing after a refresh (or a sign-out and back in), email admin@onthepitch.now with the PayPal transaction reference and we’ll attach the Pass to your account manually.
I can’t sign in. Sign-in is by email magic-link — no password. Enter your email on the sign-in page and we send a one-time link; click it and you’re in. If the email doesn’t arrive within a few minutes, check spam and your provider’s promotions tab. Re-requesting the link is safe; only the most recent link works.
The Pass is on the wrong account. Passes are attached to whichever onthepitch account is signed in at checkout — the email associated with your PayPal account doesn’t change that. If you have two onthepitch accounts (e.g. you signed up with a different email on a different visit) and the Pass landed on the one you don’t want, email admin@onthepitch.now from both addresses with the PayPal transaction reference and we’ll move it.
How long does the Pass last? Access runs through 31 December 2026 regardless of purchase date. One-time payment; no auto-renewal.
Pro data exports. Pro Pass holders get programmatic JSON/CSV endpoints under /data/ and bulk dataset downloads. If an endpoint returns a 401 or 403, check that you’re signed in to the same account that holds the Pro Pass. If it still fails, email support — include the endpoint URL and the timestamp.
Contact opnemen
Support email. admin@onthepitch.now — for anything related to a purchase, refund, or account access. Include your PayPal transaction reference where relevant. We aim to respond within 1–2 business days.
Bug reports, feature requests, methodology questions. Use the feedback form (sign-in required). It lands in the same inbox as customer-support email, but the form keeps the conversation tied to your account so we can see your earlier submissions.
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