When ActiveNet registrations aren't showing up in TeamSideline, start with the offering's row on the program's ActiveNetwork Configuration page: its Last Sync column usually says why. The most common causes are an offering that's paused or not linked, an end date that has passed, and an activity that isn't open in ActiveNet.
Applies to: Admins · Enterprise plan with the ActiveNetwork module · Programs linked to ActiveNet
Where: Programs > Manage Programs > (program) > 2 Configuration > ActiveNetwork Configuration
Check Last Sync first
| Last Sync shows | What it means and what to do |
|---|---|
| No Linkage | No activity is linked. Choose the Player Activity (Team Activity in team programs), click Save, then click the green play icon. |
| Paused | The offering won't sync. Click the green play icon (Start or Resume Sync). New links start paused, and TeamSideline pauses a program's links overnight once its Program Duration has ended. |
| Pending | A sync is queued and runs as soon as TeamSideline gets to it. A first sync can take up to six hours when many activities are syncing. |
| A date and time | The last sync. The next one runs about 24 hours later; click Sync Next to queue it now. |
New registrations aren't coming in
- The offering's Reg. Duration Ends date has passed. Syncing stops when it's reached. Click the offering's Edit icon on 2 Configuration, move Ends later and save, then click Sync Next.
- The program's Program Duration has ended. Move its end date later on 1 Setup, click the green play icon on each paused row, then click Sync All.
- The program is archived. Archived programs don't sync; unarchive it first.
- The registration isn't Enrolled in ActiveNet. Waitlisted and withdrawn registrations aren't copied.
- It was made after the last sync. It comes in with the next sync, or click Sync Next.
- The family is there, but in another account. TeamSideline uses an existing account only when the parent's first and last name match and the email address or a phone number matches; otherwise it creates a new account. Merge the duplicate accounts in TeamSideline.
The activity isn't in the Player Activity list
- Only activities that are open in ActiveNet are listed, and TeamSideline refreshes the list once a day. A new or just-opened activity can take up to 24 hours to appear, and one that's no longer open drops off after the next refresh.
- Type part of the activity's name or number in the box: activities are listed as name - number.
- Each activity can be linked to only one offering in a program. If it's already chosen on another row, Save shows "Duplicate Activities are not allowed."
- If it's still missing a day after it opened, contact TeamSideline Support.
The activity is grayed out and can't be changed
Once an offering has synced a registration, its Player Activity, Volunteer Question and Volunteer Activity are locked, so registrations already copied stay tied to their activity.
- To sync another activity, add a new offering on 2 Configuration and link the activity to it.
- To change the original offering's activity or volunteer settings, ask TeamSideline Support to reset the offering. A reset voids every enrollment in it, including any you added in TeamSideline, and takes those people off rosters and Team Sites. The next sync copies the linked activity's registrations again, and you assign rosters again.
- For a few late registrants, it's simpler to add them with Place Order or the Enrollee Registration Import than to reset.
Error messages
- "Duplicate Activities are not allowed." The same activity is chosen on two rows, as a Player Activity or a Volunteer Activity. Choose each activity once.
- "Volunteer Activity/Question without a Player Activity is not allowed." A row has a Volunteer Question or Volunteer Activity but no Player Activity. Choose the Player Activity, or clear the volunteer settings.
- "Error accessing ActiveNetwork." TeamSideline couldn't load your activity list, and you're back on 2 Configuration. Try again later; if it keeps happening, contact TeamSideline Support.
Counts don't match ActiveNet
- Enrollments counts every accepted enrollment in the offering, including ones added in TeamSideline. Volunteers counts synced coaches only.
- Withdrawals, refunds and transfers in ActiveNet don't sync, so those people stay enrolled in TeamSideline until you cancel them there.
- A changed ActiveNet order can come in as a new registration. TeamSideline skips it when the same participant is already enrolled in that offering on the same account; otherwise it shows as a duplicate.
Families can't sign in or have the wrong email
- The sync doesn't email families. Their TeamSideline sign-in uses the email address from ActiveNet; they click Forgot your password? on your website's Sign In page to set a password.
- When a parent's ActiveNet record has no email address, TeamSideline uses another family member's, so a child's or spouse's email can come across on the account. Correct it on the parent's record in TeamSideline. If it keeps happening, contact TeamSideline Support.
Coaches didn't come across
- Coach question: it must be a User Entry or Single Selection - Dropdown question answered Yes, mapped to a Player enrollment field that's chosen as the offering's Volunteer Question. TeamSideline recognizes it only when the field's Field Name or Side Description has no spaces, so use a one-word question and field name, such as Coach. The coach added is the family's Head of Household.
- Coach activity: it must be chosen as the Volunteer Activity on one offering before that offering's first sync. Coaches who registered earlier come in with the first sync.
Good to know
- TeamSideline Support can check an offering's sync, reset an offering and update your ActiveNet connection. They can't change registrations in ActiveNet.