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Common Issues

Quick fixes for problems you’re likely to hit. If your issue isn’t listed here, reach out in our Discord.

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Common IssueCommon Issues

Quick fixes for problems you’re likely to hit. If your issue isn’t listed here, reach out in our Discord.

​
Bot & Permissions

  1. Make sure the bot has View Channel and Send Messages permissions in the channel you’re using.
  2. Check that the bot has the Use Application Commands permission.
  3. If slash commands aren’t appearing, kick and re-invite the bot — this re-registers commands with Discord.
The bot needs its role placed above any roles it manages in Discord’s role hierarchy. Go to Server Settings → Roles, then drag the extratime role higher than any roles it needs to assign or modify.
Ensure the bot has Manage Channels permission at the server level (not just in a specific category). If you’re using a category for match channels, the bot also needs View Channel and Send Messages in that category.
Three things to check:
  • The bot’s role must be higher than the role it’s trying to assign.
  • The target role must not be a managed role (e.g. Nitro Booster, integration roles). These cannot be assigned by any bot.
  • The role must actually exist — if it was deleted, update your Role Sync mapping.

​
Server & Setup

  • You need Manage Server permission in the Discord server.
  • Try signing out and back in — this refreshes your Discord server list.
  • The bot must be added to the server first. Use the invite link from the dashboard.
This usually means the bot was removed and re-added, or Discord’s gateway had a hiccup. Wait 30 seconds and refresh. If it persists, kick the bot, wait a minute, and re-invite.
  1. Hard refresh your browser (Ctrl+Shift+R / Cmd+Shift+R).
  2. Clear your browser cache for extratimegg.com.
  3. Try a different browser or incognito mode.
  4. Check our status page for any ongoing issues.

​
Teams & Players

Teams have a maximum roster size. The team owner or a server admin needs to remove a member before new players can join.
Players need at least one completed match to appear on the leaderboard. Cancelled or forfeited matches don’t count.
Your server has hit its plan’s team limit. Check your current plan under Admin → Billing. Upgrade to increase the cap, or disband inactive teams to free up slots.
Team limit counts update in real-time. If you’re still seeing the old count, hard refresh the page. If the issue persists, it may be a caching delay — wait a minute and try again.

​
Tournaments & Scrims

Some tournament formats (Double Elimination, Round Robin) are only available on Pro and Elite plans. The Free plan supports Single Elimination only.
Make sure all registered teams have confirmed their participation. Unconfirmed teams may leave gaps in the bracket. You can re-seed from the tournament admin panel.
  • Both teams need to be in the queue at the same time.
  • Check that the scrim format and map pool settings aren’t too restrictive — wider preferences match faster.
  • The queue resets daily. Teams need to re-queue each day.
Free and Pro plans have limits on concurrent active tournaments. Complete or cancel existing tournaments, or upgrade your plan.

​
Matches & Results

Results must be submitted through the platform (dashboard or bot command). If a match channel was deleted before the result was submitted, the match may be stuck in an active state — an admin can manually resolve it from the Matches page.
ELO updates happen immediately after a result is confirmed. If it didn’t change:
  • Check that the match status shows as Completed, not Pending or Disputed.
  • Forfeits and cancelled matches don’t affect ELO.
Automatic match channels require:
  1. The Match Channels feature enabled in Bot Settings.
  2. A valid category channel selected for match channels.
  3. The bot having Manage Channels permission.

​
Account & Login

  1. Make sure you’re allowing extratime access to your Discord account when prompted.
  2. Try clearing cookies for extratimegg.com and discord.com.
  3. If using a VPN, try disabling it temporarily — some VPNs interfere with OAuth.
Make sure you’ve selected the correct server from the server switcher in the sidebar. If you’re in multiple servers, data is always scoped to the currently selected one.
Admin access requires Manage Server permission in the Discord server. Server owners always have admin access. If you should have access but don’t, ask the server owner to check your Discord role permissions.
Still stuck? Join our Discord server and describe your issue — we’ll help you out.
  1. Make sure the bot has View Channel and Send Messages permissions in the channel you’re using.
  2. Check that the bot has the Use Application Commands permission.
  3. If slash commands aren’t appearing, kick and re-invite the bot — this re-registers commands with Discord.
The bot needs its role placed above any roles it manages in Discord’s role hierarchy. Go to Server Settings → Roles, then drag the extratime role higher than any roles it needs to assign or modify.
Ensure the bot has Manage Channels permission at the server level (not just in a specific category). If you’re using a category for match channels, the bot also needs View Channel and Send Messages in that category.
Three things to check:
  • The bot’s role must be higher than the role it’s trying to assign.
  • The target role must not be a managed role (e.g. Nitro Booster, integration roles). These cannot be assigned by any bot.
  • The role must actually exist — if it was deleted, update your Role Sync mapping.

​
Server & Setup

  • You need Manage Server permission in the Discord server.
  • Try signing out and back in — this refreshes your Discord server list.
  • The bot must be added to the server first. Use the invite link from the dashboard.
This usually means the bot was removed and re-added, or Discord’s gateway had a hiccup. Wait 30 seconds and refresh. If it persists, kick the bot, wait a minute, and re-invite.
  1. Hard refresh your browser (Ctrl+Shift+R / Cmd+Shift+R).
  2. Clear your browser cache for extratimegg.com.
  3. Try a different browser or incognito mode.
  4. Check our status page for any ongoing issues.

​
Teams & Players

Teams have a maximum roster size. The team owner or a server admin needs to remove a member before new players can join.
Players need at least one completed match to appear on the leaderboard. Cancelled or forfeited matches don’t count.
Your server has hit its plan’s team limit. Check your current plan under Admin → Billing. Upgrade to increase the cap, or disband inactive teams to free up slots.
Team limit counts update in real-time. If you’re still seeing the old count, hard refresh the page. If the issue persists, it may be a caching delay — wait a minute and try again.

​
Tournaments & Scrims

Some tournament formats (Double Elimination, Round Robin) are only available on Pro and Elite plans. The Free plan supports Single Elimination only.
Make sure all registered teams have confirmed their participation. Unconfirmed teams may leave gaps in the bracket. You can re-seed from the tournament admin panel.
  • Both teams need to be in the queue at the same time.
  • Check that the scrim format and map pool settings aren’t too restrictive — wider preferences match faster.
  • The queue resets daily. Teams need to re-queue each day.
Free and Pro plans have limits on concurrent active tournaments. Complete or cancel existing tournaments, or upgrade your plan.

​
Matches & Results

Results must be submitted through the platform (dashboard or bot command). If a match channel was deleted before the result was submitted, the match may be stuck in an active state — an admin can manually resolve it from the Matches page.
ELO updates happen immediately after a result is confirmed. If it didn’t change:
  • Check that the match status shows as Completed, not Pending or Disputed.
  • Forfeits and cancelled matches don’t affect ELO.
Automatic match channels require:
  1. The Match Channels feature enabled in Bot Settings.
  2. A valid category channel selected for match channels.
  3. The bot having Manage Channels permission.

​
Account & Login

  1. Make sure you’re allowing extratime access to your Discord account when prompted.
  2. Try clearing cookies for extratimegg.com and discord.com.
  3. If using a VPN, try disabling it temporarily — some VPNs interfere with OAuth.
Make sure you’ve selected the correct server from the server switcher in the sidebar. If you’re in multiple servers, data is always scoped to the currently selected one.
Admin access requires Manage Server permission in the Discord server. Server owners always have admin access. If you should have access but don’t, ask the server owner to check your Discord role permissions.
Still stuck? Join our Discord server and describe your issue — we’ll help you out.
Quick fixes for problems you’re likely to hit. If your issue isn’t listed here, reach out in our Discord.

​
Bot & Permissions

  1. Make sure the bot has View Channel and Send Messages permissions in the channel you’re using.
  2. Check that the bot has the Use Application Commands permission.
  3. If slash commands aren’t appearing, kick and re-invite the bot — this re-registers commands with Discord.
The bot needs its role placed above any roles it manages in Discord’s role hierarchy. Go to Server Settings → Roles, then drag the extratime role higher than any roles it needs to assign or modify.
Ensure the bot has Manage Channels permission at the server level (not just in a specific category). If you’re using a category for match channels, the bot also needs View Channel and Send Messages in that category.
Three things to check:
  • The bot’s role must be higher than the role it’s trying to assign.
  • The target role must not be a managed role (e.g. Nitro Booster, integration roles). These cannot be assigned by any bot.
  • The role must actually exist — if it was deleted, update your Role Sync mapping.

​
Server & Setup

  • You need Manage Server permission in the Discord server.
  • Try signing out and back in — this refreshes your Discord server list.
  • The bot must be added to the server first. Use the invite link from the dashboard.
This usually means the bot was removed and re-added, or Discord’s gateway had a hiccup. Wait 30 seconds and refresh. If it persists, kick the bot, wait a minute, and re-invite.
  1. Hard refresh your browser (Ctrl+Shift+R / Cmd+Shift+R).
  2. Clear your browser cache for extratimegg.com.
  3. Try a different browser or incognito mode.
  4. Check our status page for any ongoing issues.

​
Teams & Players

Teams have a maximum roster size. The team owner or a server admin needs to remove a member before new players can join.
Players need at least one completed match to appear on the leaderboard. Cancelled or forfeited matches don’t count.
Your server has hit its plan’s team limit. Check your current plan under Admin → Billing. Upgrade to increase the cap, or disband inactive teams to free up slots.
Team limit counts update in real-time. If you’re still seeing the old count, hard refresh the page. If the issue persists, it may be a caching delay — wait a minute and try again.

​
Tournaments & Scrims

Some tournament formats (Double Elimination, Round Robin) are only available on Pro and Elite plans. The Free plan supports Single Elimination only.
Make sure all registered teams have confirmed their participation. Unconfirmed teams may leave gaps in the bracket. You can re-seed from the tournament admin panel.
  • Both teams need to be in the queue at the same time.
  • Check that the scrim format and map pool settings aren’t too restrictive — wider preferences match faster.
  • The queue resets daily. Teams need to re-queue each day.
Free and Pro plans have limits on concurrent active tournaments. Complete or cancel existing tournaments, or upgrade your plan.

​
Matches & Results

Results must be submitted through the platform (dashboard or bot command). If a match channel was deleted before the result was submitted, the match may be stuck in an active state — an admin can manually resolve it from the Matches page.
ELO updates happen immediately after a result is confirmed. If it didn’t change:
  • Check that the match status shows as Completed, not Pending or Disputed.
  • Forfeits and cancelled matches don’t affect ELO.
Automatic match channels require:
  1. The Match Channels feature enabled in Bot Settings.
  2. A valid category channel selected for match channels.
  3. The bot having Manage Channels permission.

​
Account & Login

  1. Make sure you’re allowing extratime access to your Discord account when prompted.
  2. Try clearing cookies for extratimegg.com and discord.com.
  3. If using a VPN, try disabling it temporarily — some VPNs interfere with OAuth.
Make sure you’ve selected the correct server from the server switcher in the sidebar. If you’re in multiple servers, data is always scoped to the currently selected one.
Admin access requires Manage Server permission in the Discord server. Server owners always have admin access. If you should have access but don’t, ask the server owner to check your Discord role permissions.
Still stuck? Join our Discord server and describe your issue — we’ll help you out.
  1. Make sure the bot has View Channel and Send Messages permissions in the channel you’re using.
  2. Check that the bot has the Use Application Commands permission.
  3. If slash commands aren’t appearing, kick and re-invite the bot — this re-registers commands with Discord.
The bot needs its role placed above any roles it manages in Discord’s role hierarchy. Go to Server Settings → Roles, then drag the extratime role higher than any roles it needs to assign or modify.
Ensure the bot has Manage Channels permission at the server level (not just in a specific category). If you’re using a category for match channels, the bot also needs View Channel and Send Messages in that category.
Three things to check:
  • The bot’s role must be higher than the role it’s trying to assign.
  • The target role must not be a managed role (e.g. Nitro Booster, integration roles). These cannot be assigned by any bot.
  • The role must actually exist — if it was deleted, update your Role Sync mapping.

​
Server & Setup

  • You need Manage Server permission in the Discord server.
  • Try signing out and back in — this refreshes your Discord server list.
  • The bot must be added to the server first. Use the invite link from the dashboard.
This usually means the bot was removed and re-added, or Discord’s gateway had a hiccup. Wait 30 seconds and refresh. If it persists, kick the bot, wait a minute, and re-invite.
  1. Hard refresh your browser (Ctrl+Shift+R / Cmd+Shift+R).
  2. Clear your browser cache for extratimegg.com.
  3. Try a different browser or incognito mode.
  4. Check our status page for any ongoing issues.

​
Teams & Players

Teams have a maximum roster size. The team owner or a server admin needs to remove a member before new players can join.
Players need at least one completed match to appear on the leaderboard. Cancelled or forfeited matches don’t count.
Your server has hit its plan’s team limit. Check your current plan under Admin → Billing. Upgrade to increase the cap, or disband inactive teams to free up slots.
Team limit counts update in real-time. If you’re still seeing the old count, hard refresh the page. If the issue persists, it may be a caching delay — wait a minute and try again.

​
Tournaments & Scrims

Some tournament formats (Double Elimination, Round Robin) are only available on Pro and Elite plans. The Free plan supports Single Elimination only.
Make sure all registered teams have confirmed their participation. Unconfirmed teams may leave gaps in the bracket. You can re-seed from the tournament admin panel.
  • Both teams need to be in the queue at the same time.
  • Check that the scrim format and map pool settings aren’t too restrictive — wider preferences match faster.
  • The queue resets daily. Teams need to re-queue each day.
Free and Pro plans have limits on concurrent active tournaments. Complete or cancel existing tournaments, or upgrade your plan.

​
Matches & Results

Results must be submitted through the platform (dashboard or bot command). If a match channel was deleted before the result was submitted, the match may be stuck in an active state — an admin can manually resolve it from the Matches page.
ELO updates happen immediately after a result is confirmed. If it didn’t change:
  • Check that the match status shows as Completed, not Pending or Disputed.
  • Forfeits and cancelled matches don’t affect ELO.
Automatic match channels require:
  1. The Match Channels feature enabled in Bot Settings.
  2. A valid category channel selected for match channels.
  3. The bot having Manage Channels permission.

​
Account & Login

  1. Make sure you’re allowing extratime access to your Discord account when prompted.
  2. Try clearing cookies for extratimegg.com and discord.com.
  3. If using a VPN, try disabling it temporarily — some VPNs interfere with OAuth.
Make sure you’ve selected the correct server from the server switcher in the sidebar. If you’re in multiple servers, data is always scoped to the currently selected one.
Admin access requires Manage Server permission in the Discord server. Server owners always have admin access. If you should have access but don’t, ask the server owner to check your Discord role permissions.
Still stuck? Join our Discord server and describe your issue — we’ll help you out.
Last modified on May 19, 2026