Who to contact for what: your facility or Upper Hand
For parents, members and athletes: your facility handles bookings, memberships, refunds and charges. Upper Hand Support helps with signing in and app problems.
Upper Hand makes the booking and payment software your facility uses. Your facility runs everything else: your schedule, membership, prices, refunds and policies. Contacting them directly is the fastest way to get most things sorted, because Upper Hand can't change bookings, approve refunds or make exceptions on a facility's behalf.
Who to contact
| You want to… | Contact |
|---|---|
| Cancel, pause or change your membership | Your facility |
| Cancel or reschedule a lesson, class or rental | Your facility (or the app, if your facility allows online changes) |
| Ask for a refund or credit | Your facility |
| Ask about a charge on your card | Your facility first. They can see your purchases and payments |
| Get camp, clinic or class details (times, location, what to bring) | Your facility |
| Change a registration to a different session or week | Your facility |
| Reach a coach or instructor | Your facility, or the coach directly |
| Sign in, reset your password or verify your account | Upper Hand Support. See Can't log in? |
| Report the app or website not working | Upper Hand Support |
How to reach your facility
- Your confirmation or receipt email includes your facility's name and contact details.
- Your facility's website or front desk.
- When you contact them, include the name on the account and the date of the booking or charge.
Things you may be able to do yourself
Depending on how your facility has set things up, you may be able to do these in the app or on the website:
- See your upcoming bookings and past purchases
- Cancel a booking within your facility's cancellation window
- Update your saved card or remove one you no longer use
- Add a child or family member to your account
Why we send you to your facility
We know it's frustrating to be redirected. Facilities set their own prices, schedules and refund policies, so they're the only ones who can make those decisions. Writing to them directly saves you a round trip through us.