Customer Support

COVID-19 Season FAQ's and Links


TeamSideline would like to support all of our Leagues and Organization's during these times. We have put this FAQ together in the hopes that it helps Admins quickly find the answers and resources they need. Please contact us at if you have any questions.

How To Track Covid Stats of Event Attendees:

Q: Is there a way to document Covid-19 stats of people attending events?

A: Yes.  You can use the web browser version of the TeamSideline Team Site to create Stats so you can track stats related to Covid-19 symptoms.  A Screenshot is below.  Go to the Team "Stats" page, add the Stats, then Enter the results as a game event occurs. 

Notes as of July 2020:

1. The Stats are for Games, not Practices -- currently.  (Currently = we plan to add an enhancement to address this.)

2. The Stats are for players on the Team Roster, not Staff -- currently.

3. Since Letters can not be entered, we recommend using zeroes to mean negative symptoms, and ones to indicate the existence of symptoms.  (For Fever you can enter the actual temperature.)


Cancellations & Refunds:

Q: Is there a way to Mass Cancel and Refund a Program?

A: There is not a way to mass cancel  and refund everyone's enrollment unfortunately. Click here for a help article on how to cancel and process refunds. 

Note: We are looking at ways to make this process easier in the future, but for now please use the above steps.

Q: Is there a faster way to cancel enrollments then individually looking up customers accounts?

A: Yes, go to Reports > Report Dashboards > Enrollments and click the Dashboard Configuration button to view all customers enrolled so you can click customer's names and cancel/refund customers.

Q: Can we refund by credit card if it has been more than 120 days?

A: Unfortunately because the 120 day limit is set by the Visa/Mastercard merchant underwriter, it is not a TeamSideline policy we can change.  After the 120 day limit, you will need to refund by check. 

 Q: Is there a fee or penalty for processing refunds via TeamSideline?

A: No, there are no cancellations or refund fees.

Payment Gateway:

Q: What if we have already deposited the money for the Program. How will we pay for the Refunds?

A: Process the refunds through your TeamSideline site as usual and have WePay initiate collection of funds. WePay will attempt to retrieve the funds each day at 5pm if your WePay account goes negative. If they are blocked from retrieving the funds, then they will send an email to your Organization requesting a check.


Q: How do I transfer my enrollees from my Spring/Summer Program to my Fall/Winter Program?

A: We have found the easiest solution is to just rename the Program and change the season and start date. You can easily do this in the 1 Setup page. With the program updated for the Fall, all the registrants would be signed up and there would be no need to export and import the enrollments.

League and Division Schedules:

Q: How do we turn off Notifications to Team Sites as well as Scoring emails?

A: Go to Schedules > Leagues & Divisions and toggle the Division's visibility icons from green to red. This will stop all notification and scoring emails.

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