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Admins: move a player to another team (Team Registration plus Roster)

  • Updated

To move a player to another team in a Team Registration plus Roster program, cancel their current roster enrollment with Remove from Roster set to Yes, then add them to the new team with Place Order > Add to Roster. Check Pre-Paid only when the new team's fee is the same as what the family already paid.

Applies to: Org admins · Enhanced, Elite and Enterprise plans · Team Registration plus Youth Roster and Team Registration plus Adult Roster programs

Where: Customers > Account Management > Search > (customer) > Enrollments, then Place Order > Add to Roster

Before you start

  • You can't just delete the player from the old team. On the team's roster (Programs > Manage Programs > program > 4 Rosters > team), a grayed-out Delete X means the player has enrolled (it's also gray when the roster is locked). Cancel the enrollment instead, as in Step 1.
  • Decide how to handle the money first. If the new team's fee is the same, follow the steps as written. If it's different, see "If the fees are different" below.

Step 1: Cancel the current enrollment and remove the player from the roster

  1. Go to Customers > Account Management > Search and find the customer.
  2. Click the customer's name to open the account.
  3. Click Enrollments.
  4. Click the Edit Enrollment icon on the player's roster enrollment.
  5. Click the Cancel tab.
  6. Set Refund Type to No Refund. If the order wasn't paid by card, there's no Refund Type; set Credit Amount to 0 instead.
  7. Set Remove from Roster to Yes. The note next to it shows the team the player is on now.
  8. Click Confirm Cancellation. You'll see "Enrollment cancelled."

Important: don't leave the refund fields at their defaults. On card orders more than 24 hours old, Refund Type starts at Refund Credit Card for the full enrollment cost, which refunds the card. On newer card orders and on orders paid another way, it starts as a Credit for the full cost, which puts that amount on the account as credit.

Step 2: Add the player to the new team

  1. On the customer's account, click Place Order.
  2. Click Add to Roster.
  3. Choose the Enrollee, the Program, the new team under Team/Offering, and the Registration Period.
  4. Check Pre-Paid ("Zeros out cost") only if the family already paid the same fee.
  5. Click Add, then Checkout.
  6. Click Next on each enrollment page, filling in anything that's required.
  7. Set Payment Method to Other, make sure Amount Paid is 0, and add Payment Comments if you like, such as "Moved to new team".
  8. Click Place Order.

What you'll see

The player is on the new team's roster, and the old enrollment shows as canceled. With No Refund and Pre-Paid, the account balance doesn't change, so it stays at zero if the family had paid in full.

If the fees are different

  • Collect or return the difference: in Step 1, choose Refund Type Credit (orders not paid by card show only Credit Amount) and keep the Credit Amount at what the family paid for the old team. In Step 2, leave Pre-Paid unchecked and set Amount Paid to 0 (it starts at the order total). The account balance then shows only the difference: an amount owed if the new fee is higher, or a remaining credit if it's lower.
  • Let the family register themselves: instead of Step 2, open the new team's roster (4 Rosters > team), click Add to Roster, choose Role Player and enter the parent or guardian's email. The family gets an invitation and enrolls and pays the new team's fee. Cancel the old enrollment with the refund or credit you want.

If it doesn't work

  • "A player is already on the roster with the same name and email address as the enrollee." The player is already on the team you picked. Check Team/Offering.
  • "Amount Paid cannot be more than the Order Total." With Pre-Paid checked the order total is $0, so Amount Paid must be 0.
  • There's no Add to Roster button on Place Order. Your role or plan doesn't include Team Registration plus Roster programs.
  • The player is still on the old team's roster, without a check mark under Enrolled. Remove from Roster was set to No when you canceled. Open the old team's roster (4 Rosters > team) and click the Delete X on the player's row, which is no longer grayed out.

Good to know

  • Canceling refunds the family only when Refund Type is Refund Credit Card, and credits the account only when it's Credit. With No Refund, the payment stays on the original order.
  • Pre-Paid sets the new roster enrollment's cost to $0. It doesn't move or check the earlier payment, which is why it fits only when the fees match.

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