Overview

A common report from coaches, team staff, and parents is: "My team/roster disappeared — I can't see anything since the site was updated." Users often attribute the loss of visibility to a recent change (a website upgrade/migration, a TeamSideline release, or a mobile app update), but in the overwhelming majority of support tickets the actual cause is one of a small number of configuration or account-linkage issues that are unrelated to the update itself.

This article gives Site Administrators (and support agents) a first-pass checklist to run before escalating to TeamSideline Support. Working through these checks resolves most cases in a few minutes and, when it doesn't, produces the exact information Support needs.

Step 1 — Confirm the Team Site is published

This is the single most frequent cause. A Team Site that has not been published is invisible to coaches and parents in both the app and the customer web portal, even when the roster is correct.

1. Go to Programs > Manage Programs.
2. Select the Program.
3. Open the 5 Team Sites tab.
4. Look at the publish buttons for the team in question. A green button means the Team Site (or schedule) is ready to be published and has not been published yet. A greyed-out button means it has already been published.
5. Click the green button to publish the Team Site. Use the Regular publish button on the same tab to push the regular schedule out to the Team Sites.

Note: A team must have at least one staff member (for example, a coach) assigned before its Team Site can be published. If a team has no staff, enroll and assign a coach first, then publish.

Note: The Team Site Welcome email is only sent when the team is initially published. If a user joins or is added later, they will not receive a welcome email — they simply sign in and the team appears under Team Sites.

Step 2 — Verify the user is on the roster with the exact email they sign in with

TeamSideline matches a user to a team by the email address on the Team Site roster. If the roster shows an old or different address, the team will not appear for them.

1. Open the team's roster and locate the person.
2. Compare the roster email character-for-character with the email the user is actually signing in with (ask them to read it back or send a screenshot of their account/sign-in email).
3. Correct the email on the roster if it does not match, then have the user sign out and sign back in.

About the gold/yellow lock icon: The lock next to a roster email indicates that the person has signed in to the Team Site. Its absence does not mean the person is missing from the roster or improperly registered — it only means they have not signed in yet. Do not treat a missing lock as evidence of a broken roster.

Step 3 — Check for duplicate or merged accounts

Users frequently have more than one TeamSideline account (for example, a work email and a personal email). Symptoms include a user seeing some of their teams but not others, or seeing nothing at all after an account merge.

• Search Customers > Account Management for the person by name and by each email you know of.
• If duplicates exist, merge them. See the Help Center article Merging Accounts.
• After a merge, confirm the roster assignment points at the surviving account's email — a common failure is that the user signs in with the old email while the coach assignment sits on the current one.

Step 4 — Check for an admin email that is also being used as a customer email

If the same email address is used for both an Admin account and a customer/Team Site account, it causes linkage issues and the user may see no teams. TeamSideline recommends separate email addresses for Admin accounts and customer accounts.

1. Identify whether the affected user's email exists on both an Admin user and a customer account.
2. Change one of the two addresses.
3. Update the Team Site roster so it carries the address the user will actually sign in with — changing the account email alone is not enough if the roster still lists the old address.
4. Have the user sign out and back in.

Step 5 — Check user-side visibility toggles (hidden or archived teams)

Coaches and parents can hide their own teams from their Team Site / app view, and a team a user has hidden looks exactly like a team that has vanished.

• Have the user (or check on their behalf) review the hide/unhide setting for their teams. See How do I hide/unhide my old Team's on my Team Site.
• If the user reports the team "appears archived" on their end but is not archived in the Admin, this can indicate the Team Site publish state is out of sync. In past tickets Support resolved this by archiving and then republishing the Team Site as a whole.

Step 6 — Check the organization-level roster/schedule visibility settings

Two Program/Schedule settings can hide roster and schedule data from all users at once. If every user in a division or program lost visibility at the same time, check these first:

• Schedules > Configurations > General — confirm Enable Coach Sign-In and Show Rosters are set as intended. Setting either to No hides team assignments/rosters from users.
• Schedules > Leagues & Divisions — the eyeball icon controls schedule visibility. A red eyeball means the schedule is hidden; click it to turn it green to make the schedule visible on the public schedules page.

Step 7 — Team Contact vs. general coach visibility (before Team Sites are published)

If Team Sites are not yet published, coaches cannot see rosters in the app at all. They can, however, view Team Information on the web (not the app) by signing in to their customer account and clicking their team name under Team Information — but only the coach listed as the Team Contact on the Division's 2 Teams page has this access.

If a second coach also needs pre-publish access, add an alternate email on the 2 Teams page; that person will also be able to see Team Information.

Step 8 — Mobile app basics

Only after Steps 1–7 check out should you treat this as an app problem.

• Have the user fully sign out and sign back in to the app (this resolves a large share of cases on its own, especially right after an admin-side fix).
• Have them confirm they are signing in with the same email and password that work on the Team Site in a desktop browser.
• If it still fails, have them delete and reinstall the app.
• Check the in-app team visibility toggle — teams can be individually toggled off inside the app, which makes them disappear from the user's team list even though everything is correct on the admin side.

Step 9 — Verify as the user before escalating

As an Admin, sign in as the affected user (or use the customer sign-in link for your organization) and confirm whether the team appears. This distinguishes a data/config problem from a device- or app-specific problem, and is the first thing Support will do.

What to include if you do need to escalate

If none of the above resolves it, open a ticket with:

• The organization/site name and the Program, Division, and Team name.
• The affected user's full name and the exact email address they sign in with.
• Whether the Team Site shows as published on the 5 Team Sites tab.
• Whether the problem occurs on the web, in the app, or both.
• A screenshot of what the user actually sees (their Teams tab or Team Sites list) — Support asks for this in nearly every one of these tickets.
• For app-only issues: the app version, the phone make and model, and a screenshot of the debug page (Account > Help > Debug in the app menu).