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Troubleshooting

My packet generation is blocked. What do I do?

A BLOCKED status means one or more required items are missing from your deal. The packet will still generate, but it will include a remediation list.

Steps:

  1. Download the packet and read the cover sheet — it lists every blocking issue and the field or document causing it
  2. Return to the deal and fix each blocking item
  3. For social promotion deals, ensure you have added both the platform and post count fields
  4. Regenerate the packet — the new version will reflect your changes

See Policy Checks & Compliance Status for a full list of common blocking issues.

My packet says WARNINGS. Is it safe to submit?

Yes, you can submit a packet with warnings. Warnings are non-blocking — they flag items that reviewers sometimes ask about but that aren't strictly required. Review each warning and decide whether to address it before submitting.

Common warnings:

  • A recommended document (e.g., campaign brief) is not uploaded
  • A contract clause is present but may need clarification

I can't generate any more packets for my deal.

You have reached the 3-packet limit on the Free plan. To generate additional packets (for example, after a rejection and revision), upgrade to a Pro plan. Contact the FieldPass team during the pilot phase if you need an exception.

See Free vs. Pro Plans.

I can't create any more deals.

You have reached the 3-deal limit on the Free plan. You can:

  • Delete an existing deal to free up a slot (deletion is permanent)
  • Upgrade to a Pro plan for unlimited deals

See Free vs. Pro Plans.

My PDF won't open or is corrupted.

  1. Try downloading the packet again — transient network issues can corrupt downloads
  2. Verify the SHA-256 hash of the downloaded file matches the hash shown in FieldPass. A mismatch means the download was incomplete or corrupted
  3. Try a different PDF viewer (Adobe Acrobat, Preview on macOS, or a browser-based viewer)
  4. If the problem persists, contact FieldPass support with your packet ID

The deal summary sheet in my packet has incorrect information.

The packet is generated directly from your deal record. If the information is wrong:

  1. Return to the deal and correct the affected fields
  2. Regenerate the packet — the new version will reflect the corrected data
  3. Use the new packet version for your NIL Go submission; do not submit the old packet

I logged a rejection by mistake. Can I undo it?

Outcome records are part of the audit trail and cannot be deleted in the current MVP. If you logged an incorrect outcome, contact the FieldPass team to have it corrected.

I submitted to NIL Go but it's been more than 5 business days with no response.

NIL Go processing times can exceed the 5-business-day window during high-volume periods. This is a known issue driven by high-dollar deals from school-adjacent entities.

What to do:

  • Do not proceed with the deal until it is cleared
  • Follow up through your institution's compliance office, who can contact NIL Go on your behalf
  • You can also contact CSC directly via nilgo.com

My deal involves a collective. Will it be flagged?

Most NIL collectives are classified as "associated entities" by the CSC, which means your deal will undergo the full three-part review including the Range of Compensation test. This does not mean it will be rejected — it means it will be reviewed more carefully.

Make sure your deal has:

  • Specific, clearly defined deliverables
  • Compensation that is defensible relative to the athlete's social reach and market
  • No language about future NIL rights or performance contingencies

See The Three-Part Compliance Test for guidance.

I'm getting an error when uploading a document.

  • Ensure the file is a supported format (PDF recommended)
  • Check that you have not exceeded the 3-upload limit for the deal (Free plan)
  • Try uploading the file again; transient server errors can cause upload failures
  • If the error persists, note the error message and contact FieldPass support

I need to update my email address or account information.

Account email changes are not self-serve in the current MVP. Contact the FieldPass team to update your account details.

The Match feed shows "Data: Fallback" — is that normal?

The Data: Fallback badge means the Match database tables are not yet connected in this deployment, so the feed is showing seeded sample data. This is expected in some preview or staging environments.

When the live database is connected the badge reads Data: Persisted and shows real active campaigns. Contact the FieldPass team if you expect live data but are still seeing Fallback.

I applied to a campaign but don't see a thread.

After a successful application, FieldPass redirects you automatically to the new thread. If you were not redirected:

  1. Check for an error message in the apply modal — it will describe what went wrong
  2. Ensure you are signed in with a valid Athlete or Agent account
  3. Try again; if the error persists, contact FieldPass support with the campaign ID and the error text

I clicked "Create Deal in FieldPass Clear" but got an error.

The Match→Clear handoff requires a valid thread with campaign and athlete data. Common causes of failure:

  • The thread's campaign no longer exists in the database (can happen in fallback mode)
  • A required field (brand name, deal type) is missing from the campaign record — contact FieldPass support

If the handoff fails, you can always create a Clear deal manually from /clear/deals/new and fill in the details from the thread.