Common questions

Here are the questions we get asked most. If yours isn't here, email us at support@auctionball.com.

Setting up

My organization name is taken. What do I do? Try a slightly different subdomain — for example, "bpl-cup-2026" instead of "bpl-cup". The organization name itself can be repeated; only the subdomain (the web address) needs to be unique across all of AuctionBall.

Can I run multiple tournaments at the same time? On Free and Starter plans, only one season is "active" at a time. On Pro and Enterprise plans, you can have unlimited seasons in parallel. (You can still have many seasons stored on Starter / Free — only one drives the live auction page at any moment.)

I changed my mind — can I delete my tournament and start over? Yes. Click your name at the top-right → Settings → Delete organization. Type your subdomain to confirm. Everything is deleted permanently — no recovery — so export anything you want to keep first.

Money

Why does my bid step show as $9 when I set 1000? You set the BDT bid step to 1000 but your display currency is set to USD. The two are independent. Either switch to BDT mode, or set a separate USD bid step on the season (try 10 or 25, whatever feels right).

A team's budget went negative — how? It can't, actually. Bids that exceed remaining budget are rejected at the moment they're placed. If you see negative on a team, edit their initial budget upward by the same amount.

Can I run my auction in dollars in Bangladesh? Yes. Settings → Display currency → USD. Set the conversion rate. Everything throughout the app — base prices, budgets, bids — shows in dollars from then on.

Auction night

The big screen isn't updating in real time. Check the connection dot at the top-right of the big-screen header. If it's red, your internet is down or unstable. Refresh the page; if that doesn't help, switch to a wired internet connection or a different Wi-Fi network.

My auctioneer's "Start" button does nothing. They haven't picked a player yet. They need to click a player from the left queue first.

Auto-finalize sold a player while I was looking away — can I undo it? Yes. Click the player → click Reset. The bids are cleared, the buying team's budget is refunded, and the player goes back to the queue.

One team's phone keeps showing "offline". Their phone is having internet trouble. Have them refresh the page or switch from mobile data to Wi-Fi (or vice versa). The big-screen and other phones won't be affected.

Player registration

Players say the form is asking for things I don't need. You can customize the form. Seasons → Form builder → remove or reorder fields. Built-in fields (name, photo, category, etc.) can't be removed, but everything else is up to you.

Submitted players don't appear in my players list. Check the Pending filter at the top of the Players page. Public registrations need your approval before they enter the auction queue.

Can I require players to upload a photo of their NID / passport? Yes. Form builder → add an Image upload field, set the size (e.g., 600×600), make it required.

The phone number showing on my registration page is wrong. That comes from the Registration instructions field on the season. Edit it and save — Seasons → Public registration → instructions.

Billing

My bKash payment hasn't been approved after 24 hours. Email support@auctionball.com with your transaction ID. We'll check immediately.

My subscription expired but my tournament is tomorrow — help! Email support. We can extend your access manually while you complete payment.

Login and accounts

I forgot my password. On the login screen, click "Forgot password?" — type your email, we send a reset link. The link is valid for 60 minutes.

My invitation link expired. Invitations last 14 days. Ask the person who invited you to send a fresh one.

I'm a team owner but I can see admin tools — that's wrong, right? Probably your role was set to "Admin" by mistake when you were invited. Ask the organizer to revoke and re-invite you with the correct role.

Language

How do I switch between Bengali and English? Top-right of the dashboard, next to your profile photo. Click the language toggle. Your choice is remembered for next time.

Is the player registration form bilingual? Field labels translate when the player switches languages on the form, but anything you typed manually (custom field labels, instructions) stays in whatever language you typed it.

Still stuck?

Email support@auctionball.com. Include:

Your subdomain (e.g., bpl-cup-2026.auctionball.com)
What you were trying to do
A screenshot if possible

We usually reply within a few hours during Bangladesh business hours.