If you can't sign in on your organization's website, even after resetting your password, the cause is almost always one of these: the password was pasted or mistyped, you're on the wrong sign-in page, the email address isn't the one on your account, or too many tries have blocked sign-in for a while. Work through the steps below. If you're still stuck, contact your organization with the Contact Us link on its website.

Applies to: Parents, players and other family members (and the organization admins who help them) · All plans · Signing in on your organization's website

Where: Your organization's website > Sign In > Forgot your password?

Step 1: Reset your password the right way

1. On your organization's website, click Sign In. The sign-in page opens (Welcome to User Sign In, or Welcome to Pre-Registration when you start from a program).
2. Click Forgot your password?.
3. Enter the email address you used when you registered and click Submit. You'll see "Thank you. If the email address you entered is associated with TeamSideline, an email with instructions on how to reset your password will be sent." It says this whether or not the address has an account.
4. Open the reset email and click its link within an hour. If you asked more than once, use the newest email.
5. On the Reset Password page, type your new password in Password and Confirm Password, then click Submit. It must be 6 to 15 characters, with at least one letter and one number, and can't contain <, > or &.
6. On the sign-in page, type your email address and the new password, and click Sign In.

What you'll see: a message that your password was updated, then the sign-in page. After you sign in, you go back to your cart if you were registering, or to your account's home page.

Step 2: Type your password, don't paste it

• Type the password yourself. Copying and pasting can bring along spaces or other hidden characters, and the sign-in page's Password box holds only 15 characters, so anything extra can cut off the end of your password.
• Passwords are case sensitive. Check that Caps Lock is off.
• If your browser or password manager fills in a password for you, clear the box and type the new one.
• Check the email address for typos too.

Step 3: Use the right sign-in page

• Use Sign In on your organization's website, the same site where you're registering. Your TeamSideline email address and password work on every organization's website that uses TeamSideline, so you don't need a new account for each one.
• Admin Sign In is only for your organization's administrators. A family account can't sign in there: the page says "Login failed. Please make sure your email address and password were entered correctly, and try again. Note: Passwords are case sensitive." even when the password is right. Use Sign In instead.
• Signing in to the TeamSideline app is different; see the app article below.

Step 4: Make sure it's the email address on your account

• If the reset email hasn't arrived after a few minutes, check your spam, junk and promotions folders. Forgot Password sends a link only when a TeamSideline account uses that email address, and the page shows the same message either way, so try any other address you might have registered with.
• Try other email addresses you may have used. A wrong address gives no error, so the email simply never comes.
• Never chose a password? If your account was created for you, for example by your organization or by another parent on your account, use Forgot your password? with that email address to set one. If your organization added you, its welcome email also included a temporary password you can sign in with.
• If Create a new account tells you "The email address you have entered is being used. If this is your correct email address, click the Sign In link. If you do not remember your password then use the Forgot Password link on the Sign In page.", you already have an account with that address. Reset its password instead of creating another account.

What the messages mean

• "Login failed. Please make sure your email address and password were entered correctly, and try again. Note: Passwords are case sensitive." The email address and password don't match a TeamSideline sign-in. Type both again, reset the password (Step 1), or try another address you may have used.
• "Too many sign in attempts. Click the "Forgot your password?" link below to reset your password." There were too many failed tries in a short time, so sign-in is blocked for a while, even with the right password. Complete a password reset (Step 1), which lifts the block, or wait and try again later.
• "The password for this email address has been requested to be reset more than 5 times in the last 24 hours. Please wait a few hours and try again." Use the newest reset email you already have, or wait.
• "This password reset request has expired." The link is more than an hour old. Request a new one and use it right away.
• "This password reset request is invalid." That link was already used. If the password you set doesn't work, request a new link.
• "Your password must be at least 6 characters long and a maximum of 15 characters, contain at least one alpha character and one numeric character. It cannot contain the characters "<", ">", or "&"." Choose a password that follows these rules.
• "The passwords entered do not match. Please try again." Type the same new password in both boxes.
• "Your account is inactive. Please click the Contact Us button to contact (your organization) for help on reactivating your account." Your password worked, but your organization has deactivated your family account. Click Contact Us; only the organization can reactivate it.
• A Terms of Service page opens after you sign in. TeamSideline's terms were updated. Accept them to continue, as Accepting TeamSideline's updated Terms (what admins, parents and coaches see at sign-in) explains.
• "Your email address has not been validated." You're signed in. Click the link in the "Validate your Email" email TeamSideline just sent you. If it doesn't arrive within a few minutes, check your junk or spam folder. Signing in again sends another one.

Still can't sign in? Contact your organization

Use the Contact Us link on your organization's website, and include:

• The name on the account.
• The email address you're signing in with.
• Your organization's name and website.
• The exact message you see.

Your organization can check and correct the email address on your family account, reactivate the account, and combine duplicate accounts. No one, at your organization or at TeamSideline, can see your password, so never send it to anyone. Once you're signed in, you can change it under My Account > Password.

For organization admins helping a family

• You can't see or reset a family's password; customer accounts have no password settings. Send the family to Forgot your password? on your website's Sign In page.
• Check the address: go to Customers > Account Management > Search, open the account and look at each member's Email Address. A red flag next to an address means it's invalid or isn't accepting TeamSideline emails.
• To fix a mistyped address, click the Edit Member icon, correct Email Address and click Save. If the corrected address has no TeamSideline sign-in yet, one is created and a welcome email with a temporary password goes to that address.
• If the family sees the inactive-account message, open the account, click Account Settings, check Yes, reactivate this account and save.
• If the family has two accounts under different addresses, combine them with Merge Accounts.

Related articles

• How do I change my password?
• How to Sign In to TeamSideline
• Why Am I Not Receiving TeamSideline Emails?
• Why isn't my password working on the Team Sites App?
• For admins: What does the red flag next to an email address mean?
• For admins: How to merge duplicate customer accounts (Merge Accounts)