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MatRecruit Support Policy

Effective date: 2026-06-14 Last updated: 2026-06-14

MatRecruit is operated by Matside Wrestling Co. This Support Policy describes how to reach us when you need help, what you can expect from us, and what kinds of issues we can and can't resolve.

1. How to reach support

Email: support@matside.org

Email is the only support channel for MatRecruit. There is no phone line and no chat support.

When you email us, please include:

  • The email address associated with your MatRecruit account
  • Your name and graduation year
  • A clear description of the issue
  • The URL of the page where the issue occurred, if applicable (for example, your dashboard page, your public profile page, the recruiting tracker)
  • Screenshots if they help explain the problem

The more context you give us up front, the faster we can resolve your issue.

2. Response times

We respond to all support emails within 2 business days.

Business days are Monday through Friday, excluding U.S. federal holidays. Emails sent on weekends or holidays will be counted as received on the next business day.

Most issues are resolved on first response. Some issues require investigation, in which case we will acknowledge your email within 2 business days and give you an expected timeline for resolution.

Time-sensitive recruiting situations. If you have a situation that is time-sensitive — for example, you are about to share your public profile URL with a college coach at a tournament and the page is not rendering — label your subject line with [URGENT - RECRUITING]. We will prioritize these as best we can, but please understand that MatRecruit is a small operation and we cannot guarantee real-time response on weekends.

3. What we can help with

We can help with:

  • Account access (sign-in problems, magic link not arriving, Google sign-in issues)
  • Account creation problems (graduation-year gate, "this email already has an account," etc.)
  • Profile issues (a field won't save, photo upload errors, accolades that won't reorder, your profile shows incorrect data)
  • Publishing issues (your public profile page is not loading at the URL you expect, your photo is not appearing, the page renders draft information after you published)
  • Recruiting tracker issues (a target school won't save, status changes don't stick, seed-list import problems)
  • Highlight video issues (a YouTube link is not rendering as an embed)
  • Privacy and data requests (data access, correction, or deletion — see our Privacy Policy and Children's Privacy Policy)
  • Account deletion requests (we will confirm the request, delete your account record and associated data, and reply once it's done)
  • Bug reports and feature suggestions

4. What we can't help with

MatRecruit is a self-serve recruiting platform. We are not a recruiting service, a scouting service, or an intermediary between you and college programs. We do not:

  • Write your athlete bio for you
  • Negotiate or advocate for you with college coaches
  • Send messages to coaches on your behalf
  • Guarantee that any specific coach will view your profile
  • Verify, evaluate, or rank athletes
  • Make any promise about recruiting outcomes (offers, placements, commitments)

If you ask us to do any of the above, we will respond with a pointer back to this policy and the parts of MatRecruit that you can use to do the work yourself.

5. Account deletion

If you want your MatRecruit account deleted, email support@matside.org from the email address associated with the account and ask for deletion. We will:

  1. Confirm the request by replying to the email on file.
  2. Delete your account record, profile, photo, accolades, coaches, schedule, highlights, social links, and recruiting tracker entries.
  3. Reply once deletion is complete.

If your public profile page was published, unpublishing happens as part of step 2; the public URL stops rendering.

The retention schedule for audit-log entries and application logs is described in our Privacy Policy, §6.

6. Parents and guardians of users under 13

If you believe a child under 13 has registered for a MatRecruit account, please follow the steps in our Children's Privacy Policy (COPPA), §4 — the simplest path is to email support@matside.org with the child's MatRecruit email address and your relationship to the child. We will disable and delete the account and reply to you once it is done.

7. Reporting abuse or misuse

If you see a MatRecruit profile that misrepresents an athlete, lists a coach without permission, contains harassing content, or otherwise misuses the platform, email support@matside.org with the URL and a brief description of the concern. We will review the report and take appropriate action, which may include unpublishing the profile and/or deleting the account.

8. Bug reports and feature requests

We read every bug report and feature request and we are grateful for them. We do not promise specific timelines for fixes or new features in email replies, but we use what we hear to set priorities. If you report a bug that requires us to look at your account to reproduce the issue, we will ask for your permission before doing so.

9. Contact

Matside Wrestling Co. 10685-B Hazelhurst Dr. # 43104 Houston, TX 77043 USA Email: support@matside.org