Troubleshooting Guide

Common issues and how to resolve them.

OTP Code Not Arriving

• Check your spam/junk folder
• Verify you're using the correct email
• Wait 2-3 minutes and try "Resend Code"
• If still not arriving, contact support

Discord/Riot OAuth Failed

• Clear your browser cookies and try again
• Ensure you're logged into Discord/Riot in another tab
• Try a different browser
• Disable VPN if using one

If you see "This account is already linked to another user":

• The Discord/Riot account is connected to a different RiftSurge account
• You may have registered with a different email previously
• Contact support to resolve duplicate accounts

Riot API Delays

• The Riot API can take 5-30 minutes to update after a game
• Try refreshing the page after waiting
• Check if the game appears in your Riot match history

Region Mismatch

• Verify your region setting matches your Riot account
• Go to Profile → Integrations to check your linked region
• If incorrect, unlink and relink your Riot account

Game Not Found

• Ensure the game was played on Summoner's Rift
• Custom games with non-standard settings may not track
• ARAM and other modes are not currently supported

• We import the last 30 days of games for new accounts
• Historical games from before account creation aren't imported
• Ranked/Clash games have better data availability than normals

Time Zone Issues

• Check your browser's time zone setting
• RiftSurge uses your local time for scheduling
• Verify the scrim date hasn't passed

Filter Settings

• Clear any active filters on the scrims page
• Check if you're viewing "Upcoming" vs "Completed" tabs
• Ensure the scrim wasn't archived

Tier Limits

• Free tier: 1 scrim per week
• Gold tier: 8 scrims per month
• Upgrade to unlock more capacity

Missing Team

• You must be a team member to create scrims
• Only Coaches, Managers, or Owners can create scrims

• Check if your scrim request was delivered
• The opponent team must manually confirm
• Consider using the "Scrim Finder" for faster matching

Personal DMs

1. Check Discord Settings → Privacy & Safety → "Allow DMs from server members"
2. Verify your Discord account is linked in RiftSurge Profile → Integrations
3. Check if you've muted the RiftSurge bot

Team Server Notifications

1. Verify the bot has "Send Messages" permission in the channel
2. Check that a notification channel is selected in Team Settings
3. Ensure the channel isn't in announcement-only mode

• Check your spam/junk folder
• Add noreply@riftsurge.com to your contacts
• Verify email preferences in Profile → Notifications

Tier Requirements

• Gold tier: Weekly insights only
• Challenger tier: Full AI features including daily insights and podcasts
• Upgrade from Team Settings → Billing

Insufficient Data

• AI needs at least 3-5 games to generate meaningful insights
• Play more scrims and check back in 24 hours
• Ensure games are being tracked correctly

• Podcasts generate weekly on Sunday nights
• New teams may need a full week of data first
• Check your team has Challenger tier subscription

Invalid Invite Link

• Invite links expire after use
• Ask your team captain for a fresh link
• Ensure you're copying the complete URL

Roster Full

• Free tier: 7 members max (hard limit)
• Gold tier: 10 members max
• Challenger tier: Unlimited (pay-per-seat after soft limit)

Switched Teams

• You may have been switched to a different team
• Click your team name in the navbar to switch teams
• Check Team Settings → Members for your membership status

Removed From Team

• Contact your team manager
• You can join another team or create your own

• Clear your browser cache
• Disable browser extensions temporarily
• Try a different browser (Chrome, Firefox recommended)
• Check your internet connection

• Enable JavaScript in your browser
• Disable ad blockers for riftsurge.app
• Try refreshing the page
• Check browser console for errors (F12 → Console)

If your issue isn't covered here:

1. Chat with us: Click the chat icon in the bottom right
2. Email: support@riftsurge.app
3. Discord: Join our community server

When contacting support, please include:

• Your email address
• Team name (if applicable)
• Steps to reproduce the issue
• Any error messages you're seeing