We’ve Got Your Crease Covered
Questions about finding a goalie, posting a game, or using EmptyNet? Browse the FAQs below or send us a message.
Contact Us
FAQ
Frequently Asked Questions
General
How do I delete my account?
You can delete your account directly from the app — go to Settings → Account → Delete Account. Your profile and login will be permanently removed, while existing games, conversations, and messages are retained as historical records. See our account deletion page for full details and an alternative email-based request option.
Where is EmptyNet available?
EmptyNet's public rink directory lists verified U.S. rink entries. The directory does not indicate whether a rink currently has adult hockey or an available goalie. When posting a game, you can enter rink details that are not in the directory.
Can I be both a manager and a goalie?
Yes. EmptyNet supports dual roles — you can post games as a manager and pick up games as a goalie using the same account. Switch between roles from your profile.
How old do you have to be to use EmptyNet?
EmptyNet users must be at least 16 years old. Individual games, leagues, and rinks may have additional age requirements, including 18+ restrictions. Goalies are responsible for meeting the eligibility requirements for each game, and managers are responsible for confirming that participating goalies meet their league or rink requirements. For players under 18, any required parental or guardian consent must be obtained in accordance with the applicable rink or league rules.
Can goalies under 18 accept games on EmptyNet?
Yes, eligible goalies ages 16 and 17 may use EmptyNet, but they may only participate in games for which they meet the applicable age and eligibility requirements. Some adult leagues and rinks require players to be 18 or older. EmptyNet does not override a rink’s or league’s age, registration, waiver, or consent requirements.
Can I use EmptyNet for tournaments, not just pickup games?
EmptyNet is designed around individual game bookings, so it works best for regular league games and pickup sessions. For multi-day tournaments you can post each game separately, though dedicated tournament scheduling isn't a built-in feature yet.
How do I add a rink that isn't in the directory?
When posting a game, you can enter a rink name and address that are not in the directory. Directory inclusion is reviewed separately and is not guaranteed.
What if I can't find my rink?
Try searching by the rink name, city, or ZIP code, and make sure the hockey type and country filters are correct. If it still doesn't appear, choose the option to add a rink while posting your game and enter the rink's name and address manually. You can also send a request to support to have the rink added to the directory—include the rink name, address, city, region, and country. You can post the game without waiting for the rink to be added.
Matching
How fast can I find a goalie?
There is no guaranteed response time. A new open-game alert may be sent to eligible matching goalies. When a saved goalie receives the priority alert, other matching goalies get a timed head start of 2, 5, or 10 minutes depending on how soon the game starts; if no priority alert is delivered, the broader matching group is notified right away. One follow-up may be scheduled based on time remaining. Urgent follow-ups observe rink-local quiet hours, and a goalie must choose to accept.
How does EmptyNet decide which goalies to notify when I post a game?
Matching can consider a goalie's saved location or rink, travel radius, hockey type, one or more selected skill levels, availability, game day, account eligibility, and notification settings. A match may qualify the goalie for an alert; it does not confirm that the goalie is free or guarantee acceptance.
How do EmptyNet skill levels map to A, B, C, D, and E leagues?
League classifications vary by rink, but EmptyNet uses these general mappings: Elite (A), Advanced (B), Intermediate (C), Recreational (D), and Beginner (E). These are guidelines, not league rules.
Some leagues use sublevels such as C1. A C1 division may be listed as C while playing closer to B. EmptyNet lets goalies select multiple levels, so choose all levels you are comfortable and eligible to play—for example, both C and B when both fit.
Managers should select the level that best represents the game and confirm any C1/B eligibility with the league or rink organizer.
What is an Urgent Booking?
Urgent marks a game as time-sensitive and uses its urgent notification flow. The app shows any additional fee before you confirm. It does not guarantee that a goalie will accept the game.
What if no goalies are notified after I post?
The game form shows a broad estimate of active goalies within 75 miles before you choose a rink, then an exact preference match after you select a rink. These are counts of potential matches, not confirmations that goalies are free. Review the rink, game day, and skill level; Urgent may change the alert flow but cannot guarantee a response.
Can my location affect whether I receive game notifications?
Yes. EmptyNet uses your saved location and travel radius to determine whether a game is nearby. If your location is not set, you may not receive notifications for games outside rinks you have favorited. Add your location and travel radius in your profile, or favorite the rinks you want to monitor, and make sure push notifications are enabled.
Does Ice vs. Roller hockey affect who gets notified?
Yes — the pools are completely separate. A goalie who registered as an Ice hockey player won't be notified for a Roller game, and vice versa. Make sure you select the right type when posting so you're reaching goalies with the right gear.
How can a goalie improve their chances of being matched to games?
Keep your location or favorite rinks, travel radius, hockey type, skill levels, availability, and notification permissions current. These settings help EmptyNet determine whether a posted game matches your profile; they do not guarantee a notification or booking.
Why might I not receive a notification about a game?
Managers can save goalies to their Goalie Bench after playing a completed game together. For a new open game, eligible saved goalies may receive a priority alert before the broader matching group. The head start varies with the time until the game. You may also not match the game's location, skill level, hockey type, day, or eligibility requirements, or your notification permissions may be off. A notification is not a booking.
Can I see how many goalies are available before I confirm payment?
Yes. Before a rink is selected, the form can show a broad estimate of active goalies within 75 miles of the game's location. After you choose a rink, it shows the count matching the selected location, skill level, and game day. The count is not a promise that those goalies are available or will accept.
Notifications & Quiet Hours
What are quiet hours?
Quiet hours are a configured time window when certain repeat or manager-requested open-game alerts are held until the window ends. The default window is 10 p.m. to 9 a.m., and it is measured using the local time at the game's rink.
Are new game alerts delayed during quiet hours?
No. The first notification for a newly posted open game is sent to matching goalies immediately, even during quiet hours.
How do quiet hours affect Urgent games?
A new game's first alert is not delayed by quiet hours. Urgent follow-ups pause during the configured quiet-hours window at the rink and resume after it ends.
Can a manager resend an open-game alert during quiet hours?
Yes. A manager-requested one-time resend during quiet hours is scheduled for when quiet hours end at that game's rink.
Payments
How are payments handled?
Paid bookings use Stripe. A goalie can check in through the EmptyNet app to trigger payout sooner; otherwise paid-game completion and payout processing run automatically 12 hours after the scheduled start. Stripe transfer timing can vary, and an incomplete payout account can keep a transfer pending.
Is check-in required for a booked game?
No. Check-in is optional for every booked game. For a paid game, in-app check-in can trigger payout sooner; otherwise completion and payout processing run automatically 12 hours after the scheduled start. Volunteer games have no goalie payout, and check-in records arrival; those games complete automatically one hour after the scheduled end.
Is my payment information secure?
Yes. EmptyNet uses Stripe for all payment processing — we never store your card number or banking details on our servers. Stripe is PCI-DSS Level 1 certified, the highest standard in the payments industry.
Why does EmptyNet only support Stripe? Can I pay with PayPal, Venmo, cash, or e-transfer?
EmptyNet's in-app payment and goalie payout flows use Stripe. Cash, Venmo, PayPal, and e-transfer are not processed in the app. Use the displayed checkout and payout status for the current booking; do not assume an off-app payment is protected or recorded by EmptyNet.
Service-Fee Credits
What are service-fee credits?
Service-fee credits let managers prepay for EmptyNet booking fees. One credit waives one standard EmptyNet service fee when you book a goalie.
How much do credit packs cost?
The Wallet shows the current pack amount and checkout total before you pay. Processing and service fees may affect the total, so review the in-app checkout rather than relying on an older quoted amount.
Where can I purchase credits?
Open the EmptyNet app, go to your Wallet, and choose service-fee credits. Purchases are completed through Stripe's secure hosted checkout. Your email address must be verified before you can buy a pack.
What does a credit cover?
A credit covers only the standard EmptyNet booking service fee. Credits do not cover goalie pay, payment processing fees, or the additional fee for an Urgent game.
Do service-fee credits expire?
No. Purchased service-fee credits do not expire. They remain on your account until you use them for eligible bookings.
Can I get a yearly unlimited service-fee plan?
Some managers may be offered an annual unlimited service-fee option. Availability and terms can vary by account; contact support@emptynet.app to ask about current offers.
What happens if my payment completed but I do not see my credits?
EmptyNet verifies completed Stripe purchases and adds the credits to your account. If the balance does not update shortly after checkout, check the Wallet again and contact support@emptynet.app with the email on your EmptyNet account.
For Managers
Is the app free for managers?
Downloading EmptyNet and creating an account are free. A booking may include an EmptyNet service fee and payment-processing fee; an urgent surcharge may also apply. The app shows the current total before you confirm, and eligible credits or account entitlements may change the service-fee amount.
Can I add a bonus or increase the goalie offer?
Yes. While a game is still open and unfilled, you can use Edit Game to increase the goalie offer once. The change takes effect only after the required payment authorization is confirmed, and the higher offer is shown to eligible goalies. You cannot increase the offer after a goalie has been booked or after the one-time increase has been used.
What if a goalie no-shows?
A manager can submit a no-show report in the app after the scheduled game end and within the following 12 hours. EmptyNet reviews the report and may attempt payment recovery; a refund or recovery is not guaranteed or necessarily immediate.
What does the Verified Manager badge mean?
The Verified Manager badge is awarded automatically once a manager has completed 10 games on EmptyNet. It reflects completed-game activity; it does not guarantee that a future game will be booked or that any particular goalie will be paid. The badge appears on the manager's profile and relevant game details. There is no application process.
What is the League Organizer badge?
Managers can identify themselves as a team manager, league organizer, or both from their profile. League organizers can add their league or organization name and choose to display a League Organizer badge on their manager profile and relevant game details. The badge is an optional self-description, separate from the automatically earned Verified Manager badge.
What if no goalie accepts my game?
If no goalie accepts, the game remains unbooked. EmptyNet does not guarantee a replacement. Check the booking and Wallet screens for the current payment or credit status, and make other arrangements if needed.
How do I add a goalie to my Goalie Bench?
After a completed game, a manager can save the goalie to their Goalie Bench from game details and manage saved goalies in the app. Bench membership can give an eligible goalie a priority alert on a new open game, but it does not guarantee that the goalie is available or will accept.
What if I need to cancel a game as a manager?
Use the in-app cancellation flow. A manager cannot cancel a booked game within 2 hours of its start through the app; the screen will show the available action. Cancellation and payment outcomes depend on the booking state, so review the confirmation before proceeding.
Can I post a volunteer (unpaid) game?
Yes. A manager can offer $0 goalie pay, and the goalie can see that amount before accepting. Volunteer means the goalie is unpaid; it does not necessarily waive the manager's booking or payment-processing fees. Check the total shown in the app.
For Goalies
Is the app free for goalies?
Yes, EmptyNet is completely free for goalies to join and use. When a manager posts a paid game and you get booked, you earn a payout — but pay is set by the manager and not guaranteed on every game.
How is a goalie's reputation score calculated?
Reputation is scored out of 100 across five factors: manager ratings after each game (up to 40 pts), show-up reliability (up to 25 pts), games played (up to 20 pts), response speed (up to 8 pts), and verified credentials like identity and background checks (up to 7 pts). Scores unlock after a goalie's first few completed games and place them in one of five tiers — Beer League, Backup, Starter, All-Star, and Vezina.
How do I get paid as a goalie?
For a paid game, check in through the EmptyNet app to trigger payout sooner. If you do not check in, paid-game completion and payout processing run automatically 12 hours after the scheduled start. Stripe transfers can take additional time, and payout onboarding must be complete. Volunteer games have no goalie payout; they are automatically completed one hour after the scheduled end.
What happens if I cancel last minute as a goalie?
Cancel through the app as early as possible. If an eligible accepted backup is available, the app may promote that goalie; otherwise the game can reopen and payment handling depends on its status. A goalie cannot cancel through the app after check-in or after the game has started. Contact the manager if plans change.
What is Travel Mode?
Travel Mode lets you pick up games near a destination instead of your home location. Turn it on from your profile, enter a ZIP code or city, choose an alert radius (10, 25, or 50 miles), and set your travel dates. While active, game notifications use your travel location instead of home. It switches off automatically when your trip ends — no manual reset needed.
Do I need my own goalie equipment?
Yes — EmptyNet connects you with the game, but you're responsible for bringing your own gear. Some rinks have loaner equipment available; check directly with the rink if you're unsure.