Account

• How long does it take to get information from USIO?

  It can take up to one business day to get information from USIO.

• Is it possible to upgrade our subscription to Pro?

  Yes, you can upgrade your subscription at anytime. Navigate to Settings > BoosterHub Settings and select the BoosterHub Pro upgrade.

  The difference between Standard and Pro will be prorated for the rest of your subscription year; then you will renew at the Pro rate.

• How can I switch from a free trial to the paid subscription? Will we lose the work we have already done during the free trial?

  Welcome! We are excited to have you join the BoosterHub family! You can pay your subscription by navigating to Settings > BoosterHub Settings. There you will be able to select your subscription plan and complete your payment information.

  All of the work done during your free trial will be saved if you decide to start your subscription.

• Can I pull a report to see how many SMS texts we sent this month?

  Yes. Go to Settings > BoosterHub Settings > View Receipts. You can also see each SMS message sent in Dashboard > Announcements > All Announcements.

• What is the USIO OPS ACCT charge?

  “USIO Ops Acct” charges, are the credit card fees for your account. Those invoices can be found in Settings > BoosterHub Settings > View Receipts.

• How do I set up a merchant account, and how long does it take for approval?

  Navigate to Settings > BoosterHub Settings. Then scroll down to select Activate USIO Merchant Account and complete the application.

  Merchant accounts are typically approved within the hour. If the application goes to risk it may take 1-2 business days. You will be notified via email when it is approved.

• Where can I find receipts for USIO credit card, SMS, and BoosterHub charges?

  You can find receipts for USIO credit card charges, SMS charges, and BoosterHub charges under Settings > BoosterHub Settings > View Receipts (scroll about halfway down the page to find the blue buttons).

  If you don’t find a charge there, it is likely an ACH charge from USIO. We can request those receipts for you.

• How many SMS messages can we send per month? What is the SMS cost difference for Standard vs Pro subscription?

  The cost for SMS messaging in the Standard plan is $.02 per recipient ("2 cents"). For example, if you type one message and send it to 100 people in your club, that counts as 100 SMS. Therefore, 100 times $.02 will cost your club $2 total.

  The Pro plan includes 500 SMS per month. If you decide to use more than 500 SMS messages, the $0.02 rate per SMS recipient will be charged for only those recipients over 500. You can check your current SMS totals in Settings > BoosterHub Settings > View Receipts > SMS Reports.

• Can multiple small booster clubs share a BoosterHub subscription?

  If the clubs share a bank account, they could share a subscription. Alternatively, one club could transfer money to the other club to share a subscription.

• Can I use a PO Box address while creating a merchant account?

  No, you cannot use a PO Box address. The USIO merchant account application requires a physical address. If your booster club does not have a physical address, use your school's address for the application.

• How do I track shipping status for my credit card terminal order?

  Please use the Contact Us form to provide us with your booster club name and date of the order. One of our team members will review the status of the order and provide you with the information.

• What is included in the Standard, Pro, Pro+Teams, and +Bands subscription?

  Here is what is included in each subscription level: https://www.boosterhub.com/pricing

• Do you have live chat support?

  We do not offer live chat support. However, an AI-powered assistant is available 24/7, and our human tech team monitors inbound support tickets during business hours and will respond as soon as possible.

• How will I be updated about the resolution of my reported issue?

  Our team members will get back to you via email with an update on the issue.

• Can the BoosterHub subscription cost be paid monthly?

  Although the BoosterHub subscriptions are an annual payment, contact us if your club is brand new or currently unable to afford the cost. We are able to work with some clubs by temporarily sliding and pro-rating payments to allow them to get on their feet and up and running with BoosterHub.

• What if I get an error while trying to create a merchant account?

  How to avoid common errors when filling out the merchant account application:

  • Do not using extra spaces and special characters.
  • Use a physical address, not a PO Box. You can use the school's physical address if you need to.
  • If your booster club's name exceeds 35 characters, leave off the remaining characters of the name.
  • Make sure you are using the 9-digit account number and not the 11-digit routing number.
  • USIO uses the US Postal Service for address validation, so you can quickly check to see if there are any issues with your address by using this USPS tool: https://tools.usps.com/zip-code-lookup.htm?byaddress

• How do I find my official, full club name?

  Your club name should be in the upper right hand corner of your app or web screen. If you have further questions, please contact your booster club's Admin.

• I forgot my password.

  Click "Forgot Password" and it will email you a link to reset it.

• How do I get a login, or accept my invitation, or join my booster club on BoosterHub ?

  You will need to contact your booster club Administrator. From their Dashboard they will go through the Add People process to invite you, by sending you a Welcome email. Click on the activation link in the next email you receive from BoosterHub. Then, download the BoosterHub app. If you do not receive both emails, please check your Spam folder.

• How do I switch or toggle clubs on the app?

  Click the dragdown menu in the upper right corner, then type the first few characters of your other club. It will find it for you and you can select it to switch.

• What if the changes in Settings are not being saved?

  Make sure that you are clicking both the Save button in each section and then also the Save button at the top of each Page.

• How do I join another club or team, in addition to the one I'm already on?

  If you are part of two clubs or teams, once you receive the invite for the second team, you will find it in the drop down list at the upper right corner of your app's screen. You can switch back and forth between clubs/teams then.

• How does a user change their password?

  Navigate to app.boosterhub.com and click the "Forgot Password" link. This will generate a link to create a new password.

• How do I log out of my session ?

  • To logout from the BoosterHub app, navigate to Settings > Log out.
  • To logout from the BoosterHub web version, click the side-facing arrow icon at the lower left of your screen, beside your profile thumbnail.

• Is it possible for me to add or change a profile picture?

  Yes. Navigate to Settings > User Settings > Add Photo (click on the thumbnail) and Save.

• How can I become an Admin on our account? I am a new club officer.

  Members can be converted to Admins by a Master Admin. To do so, the Master Admin needs to go to Settings > Admin Settings, click on the Add Admin icon at upper right (a person and + sign), and search for the Member's name.

• How do I change the credit card on file for our club's BoosterHub subscription?

  Go to Settings > BoosterHub Settings and click the blue Payment Info button on your subscription type. There you can modify your method of payment.

• Do new Members install the BoosterHub app prior to receiving the email invitation to join?

  Either way is fine. It doesn't really matter because they can't log in until receiving the invitation anyways. The welcome/invitation email reminds them to install the BoosterHub app and has a link they will use to log in at their convenience.

• I gave Admin permissions to an officer, but they still do not have access and don't have the Webmaster on their screen. They have logged out and logged back in, with no success.

  There are two possible solutions.

  • Make sure the Admin is using a desktop. The Webmaster is the one module that is not accessible in the mobile view.
  • Make sure the Admin does not have two BoosterHub accounts with two email addresses. The other email address may be the account linked to the change in permissions.

• How can I remove an email address associated with a former Member from an account?

  You would need to delete the person from your database by clicking on the contact in People and selecting the Delete icon.

• How do I create a BoosterHub account?

  Please contact your booster club administrator to create an account. They will need to add you into BoosterHub and email an invitation to you.

• How do I log in? The system has stopped accepting my username and password.

  If you are having trouble logging in, click "Forgot Password" and the system will send a link to your activated email. If you don't receive the email, check your Spam Folder.

• How do I deactivate my account?

  Account deactivation is available from the mobile app via Settings > Cancel Account. This will cancel your login and make you a Non-member in the club. Alternatively, you can ask your booster club administrator to delete your account.

• It says "You have 1 invitation not accepted" at the top of my screen. Where can I see who that person is?

  It means you are invited to an additional booster club. You should check your email or spam inbox for an invite. The notification appears when a user is already a Member of one club, and another club invites the user, too.

• We added a new club email address. About 15 minutes later I got a very generic message from Amazon Web Services that looks like a phishing email. Is this BoosterHub?

  Yes, the verification email comes from our third-party hosting provider, Amazon Web Services (AWS). We wish it was not so generic-looking! Once you click it, you can then go back to BoosterHub and click the Activate button. You will then be good to go. 
   

• How do I pay for our annual renewal?

  Your subscription to BoosterHub will auto-renew with the credit card on file. To edit the card on file, go to Settings > BoosterHub Settings > Payment Info.

• Why does it not let me Accept the "Terms of Use"?

  When you create your account, you need to click the Terms of Use button, view the pop-up window, and choose Accept at the bottom. If you don't see it at the bottom, either zoom out on your screen, or if on a mobile phone, rotate the screen to landscape.

• What if my Members suddenly start reporting problems with Chat, File Manager, Calendar, Volunteer or other features?

  Ask your Members having problems with the app to delete the app and re-install it.

• How do I make someone an Admin, or give someone Admin permissions?

  To give someone Admin permissions for one or more of the BoosterHub modules, you will need to make them an Admin first.

  • Navigate to Settings > Admin Settings.
  • Click on the Add Admin icon toward the upper right.
  • Search for their name and add them.
  • Under Admin Settings again, to the right of their name, click the Edit icon.
  • Under the various modules, select the level of management permissions you would like for them to have. Master Admins have full access to every module.

• How do I clear old notifications that are just sitting there?

  • Delete the BoosterHub app.
  • Redownload the BoosterHub app from the app store.

• How do we change the "Owner" of the club?

  The owner is set when the club is originally purchased. It can not be updated or changed, but it does not impact anything in your club going forward. It can be ignored.

   

  
  
   

• Our club's BoosterHub subscription renewal comes up soon. Is there an invoice associated with this charge you can send to me?

  Your renewal will bill automatically. The invoice/receipt can be found in BoosterHub under Settings > BoosterHub Settings > View Receipts.