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Why can't a coach or parent see their team in the app or on Team Sites?

  • Updated

A coach or parent sees a team in the TeamSideline app, and under Team Sites on your website, only after the team's site is published and only when they're on its roster under the email address they sign in with. Check those two things first; the rest of this checklist covers volunteer types, second accounts, archived seasons, team managers' rosters and what to send Support.

Applies to: Admins · All plans · Programs with Team Sites (Youth, Adult, Youth & Adult, Team Registration and Team Registration plus Roster) and the TeamSideline app

Where: Programs > Manage Programs > (program) > 5 Team Sites

Check these in order

  1. Make sure the team site is published. Go to Programs > Manage Programs, open the program and click 5 Team Sites. A green Publish Team Site icon in the Team Site column means the team hasn't been published; a gray icon ("Team Site Published") means it has. Click the green icon, then OK, to publish. The icon appears only when the team qualifies: a Youth Registration team needs a player and a Coach, Assistant Coach, Team Parent or Manager (unless your organization can publish without staff), an Adult or Youth & Adult team needs a player, and a Team Registration team needs a staff member.
  2. Check the email address on the roster. Click the Open Team Site icon next to the team and open its Roster. TeamSideline matches people to the team by the email address they sign in with: for a youth player, the parent or guardian's address on the family account; for a coach or other volunteer, the address on their volunteer registration; for an adult player, their own. Ask the person which address they sign in with. If it's different, have them sign in with the roster address, or update the parent's Email Address on the family account (Customers > Account Management). That moves the family's sign-in to the new address; if no TeamSideline account uses it yet, one is created and a welcome email is sent.
  3. Check the volunteer type. Only volunteers assigned as Coach, Assistant Coach, Team Parent or Manager get a role on the team site. A volunteer of another type assigned to the team on Assign To Roster isn't on its team site.
  4. Check for a second account. If the person has two TeamSideline accounts, for example with a personal and a work email, the team is on only one of them. Have them sign in with the other address, or merge the accounts.
  5. Check the season. Each season gets a new team site. A site archived on 5 Team Sites (Archive column, "Are you sure you want to archive the (team) Team Site?") leaves everyone's Team Sites and app lists and moves to their Archived Teams. The new season's site appears once it's published and the person is on its roster.
  6. Rule out the person's own settings. A new account must confirm its email address before the app lists any teams, and people can hide a team in the app or on TeamSideline.com. Send them Why can't I see my team in the TeamSideline app? for those steps.

What you'll see when it's fixed: the team appears the next time the person opens the app or signs in again. TeamSideline checks the rosters each time the app loads the team list.

Coaches, team managers and admins

  • Team Information isn't the app. When Enable Coach Sign-In is Yes (Schedules > Configurations > General), a coach whose sign-in address is a team's Primary Email or Alternate Email on the division's 2 Teams page sees that team under Team Information on your website, even before its team site is published. It never puts the team in the app. To give a second coach Team Information, add their address as the Alternate Email. With Show Rosters set to Yes on the same page, coaches in organizations that run registration also see the team's staff and players there.
  • Manage Rosters ends with the program. In Team Registration plus Roster programs with Coach Roster Mgmt set to Yes, team managers manage rosters on your website under Manage Rosters, not in the app. The menu shows until the day after the program's end date (Program Duration > Ends on the program's 1 Setup page). To reopen it, extend the end date.
  • Admins see only their own teams in the app. The app lists the teams a person is on the roster of or follows with Family & Friends; there's no admin view of every team. Opening a team site from 5 Team Sites adds you as League Administrator, which lets you view it on the web but doesn't add it to your app.
  • Family & Friends isn't the roster. Followers see the team under F&F Teams, with game and event details but not team chat or roster contact details. A parent or guardian who needs full access belongs on the family account (Add Parent).

Settings that don't hide teams

  • Show Rosters and Enable Coach Sign-In on Schedules > Configurations > General affect only the Team Information page on your website, not Team Sites or the app.
  • The eye icon on Schedules > Leagues & Divisions shows or hides a division's schedule on your public website ("Schedule Visible - click to remove schedule from your public page"). It doesn't remove teams from Team Sites or the app.

If it doesn't work

  • There's no Publish Team Site icon. The team doesn't meet the rules in step 1 yet. Assign its players and staff with Assign To Roster on the program's 4 Rosters page.
  • "Before you can publish team sites, you need to create the divisions and teams for this league, and assign staff and players." The program's league has no teams yet. Create the divisions and teams, then assign players and staff.
  • "This program type does not currently support Team Sites." Master and dependent programs don't have team sites.
  • The team shows on the website but not in the app. The person is signed in to the app with a different address, hasn't confirmed a new account, or hid the team; see the app article in step 6.
  • It's still missing. Contact TeamSideline Support with the program, division and team; the person's name and the exact email address they sign in with; whether 5 Team Sites shows the site as published; whether the problem is on the website, in the app or both; a screenshot of what the person sees; and, for app-only problems, the app version and the phone's make and model.

Good to know

  • One email address can be both an admin and a parent or coach. It's a single TeamSideline sign-in, so an admin sees their own teams with it.
  • Team sites published from 5 Team Sites stay linked to your program's roster (the orange link icon at the end of the row), so players and staff you assign later with Assign To Roster are added to the team site automatically.
  • The announcement email goes out only when a team site is first published, and only when Announcement Email is Yes in Team Sites Configuration. People added later don't get it; they just sign in.
  • Team sites are for organizations' programs. A team that isn't in one of your programs, for example in a league that doesn't publish Team Sites, can be created as a standalone team on TeamSideline.com with Create Team. It isn't connected to your rosters, but its staff can show your league's games on it: on the team site's Events page, they click Manage Linked Schedules, then Find Schedules to Add.

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