Troubleshooting

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Troubleshooting

Overview

This page covers common problems and where to look first. In many cases, the pool host controls the setting involved, such as the Join Link, pool password, entries per person, pick deadline, or auto-pick strategy.

If you are signed in and still need help after checking these steps, you can contact support from the main Support page.

I Can't Join a Pool

Make sure you are using the current Join Link from the host. If the host reset the pool code, older Join Links no longer work.

A pool may also be closed to new entries if it has already started or reached its pool size. If the join page says the pool is no longer accepting new entries, contact the host.

For the full join workflow, see Joining a Pool.

The Pool Password Doesn't Work

Pool passwords are set by the host. If the password is not accepted, check for extra spaces, capitalization differences, or an outdated password.

If you are unsure which password to use, contact the host directly. My Survivor Pool support cannot confirm a private pool password for you.

I'm in the Wrong Account

If you do not see the pool or entry you expected, you may be signed in with a different email address than the one you used to join.

Sign out, then sign back in with the email address that received the invitation or originally joined the pool. If you created a new account from a Join Link, use that account for future picks.

I Didn't Receive an Invitation Email

Check your spam, junk, promotions, or filtered inbox folders. If you still do not see the invitation, ask the host to resend it or share the pool's Join Link another way.

Hosts can resend invitations from the pool's invitation tools. For host details, see Hosting a Pool.

I Didn't Receive a Verification Email

Check your spam, junk, promotions, or filtered inbox folders. You can also resend the verification email from the verification prompt after signing in.

If your email address is incorrect, update it from your account settings, then request a new verification email.

I Can't Make a Pick

First, make sure your email address is verified and that you have at least one entry in the pool. You also need to be viewing the correct entry and week.

A team may be unavailable because its game has already started, the pool deadline has passed, the team was already used by that entry, or the week already has all required picks submitted.

For pick workflow details, see Making Picks.

My Pick Is Locked

Picks lock when the pool deadline passes or when the selected team's game starts, depending on the pool's settings. Once a pick is locked, entrants cannot remove or change it.

If you believe a host needs to adjust a pick, contact the host. Hosts can manage entrant picks from their entry management tools.

My Entry Is Missing a Pick

If a pick is missing before the deadline, open My Picks, choose the correct entry and week, then submit the required pick or picks.

If the deadline has passed, the result depends on the pool settings. Auto-picking may assign a pick based on the host's selected strategy. If auto-picking is not enabled, the entry may be eliminated for missing a pick.

A Host Needs to Manage Picks

Hosts can set, update, or remove picks on behalf of entrants from the pool's entry management tools. This is useful when a host collects picks outside the app or needs to help an entrant.

For host details, see Managing Entries.

Mobile or Home Screen Issues

My Survivor Pool is built to work well in a mobile browser. On supported devices, you may see an option to add it to your home screen for an app-like experience.

If the banner does not appear, you can still use My Survivor Pool in your browser. Make sure your browser is up to date and that you are not in a private browsing mode that blocks saved site data.

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