FAQ

Pairing

Why did two people get matched again so soon? The matcher forbids rematching anyone paired within the last month and strongly avoids the last 12 weeks — but a small roster can leave no other arrangement. When that happens, Pourover picks the least-recent rematch and tells you in an amber banner on the week board instead of refusing to pair. Hand edits can also create repeats; the same banner catches those.

Why is there a group of three? An odd number of eligible people means someone would be left alone, so the matcher makes exactly one trio instead. If you'd rather one person sat the week out, AI pairing can do that when your instructions say no groups of three.

Why isn't someone in the pairings? Check them on the roster: they may still be Invited (no answer yet), Paused, on a slower personal cadence (the board lists them under Excluded automatically, with the reason), held out of this week on the board, or have No email — there's no address to send their match to. If they accepted after you generated the week, they appear under Not in a group: click to place them, or regenerate. The same list holds anyone the AI matcher gave the week off because your instructions ruled out a group of three — the flash names them when that happens.

I pressed Generate twice and nothing changed. By design — the same roster and week always give the same answer, so a stray click can't shuffle a board you'd already reviewed. Reshuffle is the button for a different arrangement.

Email

Nobody received the announcement. Emails go out when a week is finalized (or when automatic sending fires) — a generated week that's still a draft has emailed nobody. Check the week's status pill; if it says Locked, press Send the announcement.

The times look wrong / the automatic send fired at an odd hour. Check your workspace timezone in Settings. It sets the clock for times shown in the app and for the automatic-sending moment; until you pick one, everything runs on the server's timezone, which may not be yours.

Can I send the email myself from Outlook? Yes — the composer on every week gives copy buttons for the subject, the semicolon-separated BCC list, and the message in formatted or plain text. Press Lock without sending afterwards so the week still counts as history. See Sending the email.

Someone says they never got their invitation. Ask them to check spam, then use Resend the invite email on their page on the roster. Invitations are capped at 50 per day per workspace; the site admin can lift the cap for a day.

Can I re-send a week's announcement? Reopen the sent week and finalize again — but that emails everyone again, so for a small fix prefer telling the affected people directly. A reopened week that was already emailed carries an "already emailed once" badge, and the Finalize confirmation warns before the second send.

Roster

What's the difference between pause, hold out, remove, and delete? Hold out skips one week (done from the board; survives regeneration). Pause covers a stretch of time, with an optional automatic return date. Remove is permanent but reversible, and keeps history so the matcher stays smart. Delete erases the person and their history — the only irreversible one.

Someone declined by mistake. Can I re-invite them? Not directly — a decline is deliberately permanent against re-adds and re-imports. The person themselves can change the answer any time on their personal confirmation link (the "Stop receiving these emails" link in any email they received). If they've lost every email, changing their address on the roster mints a fresh invitation to the new address.

Can one person take part less often than everyone else? Yes — set Pairing cadence on their page on the roster, or they pick a slower pace themselves from their personal link. Slower than the workspace is always allowed; faster never is.

Accounts & privacy

Can other organizers see my roster? No. Every workspace is fully isolated — your people, pairings, and history are invisible to anyone but you (and the site admin, whose entry into your workspace is banner-visible).

Does the AI see my roster? No — AI pairing only ever sees anonymous labels with team and tenure, never names or email addresses.

I forgot my password. Ask the site admin to reset it; there's no self-service reset. See Your account.