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How to change the primary account holder on a family account

  • Updated

The primary account holder is the main parent on a family account, shown as "(Primary Account Holder)" under Account Members. To make another parent the primary, open that parent with Edit Member on the account's Account Overview and click Make Primary. The change is immediate, and the former primary stays on the account as a regular parent until you remove them.

Applies to: Org admins who can open account members (View Parent/Player permission) · All plans · Family (customer) accounts

Where: Customers > Account Management > Search > (customer) > Account Overview > Edit Member > Make Primary

Make another parent the primary

  1. Go to Customers > Account Management > Search, find the family and click a name to open the Account Overview.
  2. If the new primary isn't on the account yet, click Add Parent and add them first.
  3. Under Account Members, click the Edit Member icon next to the parent who should become the primary.
  4. Click Make Primary at the top of the page.

What you'll see: "Member updated as primary." The page heading changes to Edit Primary, Account Members shows "(Primary Account Holder)" next to this parent, and the former primary is listed as "(Parent or Guardian)". There's no confirmation and nothing to save: the change happens when you click. In search results, the Edit icon next to a parent's name opens the same page.

Remove the former primary (optional)

Remove them only if they shouldn't see the family account anymore. Two parents can stay on one account.

  1. On the Account Overview, under Account Members, click the red X (Delete Member) next to the former primary.
  2. Click OK on "Are you sure you want to delete the Member "(name)"?".

What you'll see: "The Member has been deleted." They no longer see this family account. Their TeamSideline sign-in still works, so if they sign in on your website again, TeamSideline creates a new, empty account for them.

Why the Delete Member icon is grayed out

Point to the icon to see why. "This member cannot be deleted." means one of these:

  • They're the primary account holder. Make another parent the primary first.
  • They have an accepted or waitlisted registration of their own, such as an adult program, a volunteer or coach sign-up, a sponsorship or a team registration. Their children's registrations don't count. Cancel those registrations first, or leave the member on the account.
  • They have an active membership.

"You do not have permissions to delete members." means your role doesn't include the Delete Parent/Player permission.

What changes with the primary

  • The account is shown under the primary's name, and search results label them "(Parent or Guardian, Primary)".
  • Boundary checks and non-resident fees use the primary account holder's address. If the new primary had Same As Primary? checked, the former primary's address is copied to their record, so check it with Edit Member.
  • Nothing else moves: the children, registrations, payments and balance stay on the same account, and each parent keeps signing in with their own email address and password.

If it doesn't work

  • There's no Make Primary button. You opened the member who is already the primary (the page says Edit Primary) or a player. Open the other parent.
  • The family has only one parent. Add the new parent with Add Parent, then make them the primary.
  • Add Parent says "This email address is already in use by one of your existing account members. Please access the existing member instead of creating a new member or use a unique email address for this new member." That person already has their own account with you. Merge the two accounts, then use Make Primary if needed.
  • A parent asks to change the primary themselves. Families can't; only an admin can.

Good to know

  • The primary account holder is a family-account role only. It has nothing to do with your organization's TeamSideline subscription: who receives TeamSideline's invoices is set by the Billing role on Administration > Manage Users.
  • The Primary Member Information fields on the primary's page are your account-level custom fields. Seeing them needs the View Primary Account permission, and changing them needs Edit Primary Account.
  • After a merge, parents moved with New join as non-primary parents. Use Make Primary to change that.
  • Deleting a member is recorded in the Activity Log (Enhanced plan and up); Make Primary isn't.

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