No one can look up a TeamSideline password, and admins can't reset a family's password. Anyone who forgot theirs resets it with Forgot your password? on your website's Sign In or Admin Sign In page, which emails a link only to the address on the account. The one thing an admin can reset is another admin's password, on Manage Users, when that admin's email address is on your organization's own website domain. TeamSideline Support never sends passwords; it helps people get to a reset link.

Applies to: Organization admins (Reset Password needs access to Manage Users) · All plans · Family accounts and admin accounts on your organization's website

Where: Sign In or Admin Sign In > Forgot your password?; Administration > Manage Users > Users > edit icon > Reset Password

Who can reset what

Help a family member who can't sign in

1. Send them to Sign In on your website and Forgot your password?. The reset link goes only to the email address on their account and works for one hour.
2. If the email doesn't arrive, check the address on their account: go to Customers > Account Management > Search, open the account and look at each member's email address. A red flag means TeamSideline isn't sending email to that address.
3. If they see "Your account is inactive. Please click the Contact Us button to contact (organization name) for help on reactivating your account.", open their account, click Account Settings, check Yes, reactivate this account and click Save.

For every message a family can see, and what to do about each, see Why can't I log in to register, even after resetting my password?

Reset another admin's password

1. Go to Administration > Manage Users > Users.
2. Click the edit icon next to the admin.
3. Click Reset Password, then OK on "Are you sure you want to reset this users password?".
4. Copy the new password from the message "Password has been reset to: (password)". It's shown only once.
5. Give it to the admin privately, in person or by phone, never in an email or a group message.
6. Ask them to sign in at Admin Sign In and change it on the Password tab of their User Profile.

• Reset Password, and editable First Name and Last Name, appear only when the admin's email address is on your organization's own website domain, for example an address ending in @yourleague.org when your site is www.yourleague.org. A site without its own domain never shows them. Anyone else changes their own name and uses Forgot your password?.
• The password is random: you can't choose it, and TeamSideline doesn't email it.
• The reset is recorded in Administration > Manage Users > Activity Log (Enhanced, Elite and Enterprise plans).
• A password reset this way doesn't end a "Too many sign in attempts" block. Only completing Forgot your password? does.

One sign-in for everything

• Each person has one TeamSideline sign-in, the same email address and password on every organization's website, as a parent or as an admin, on team sites and in the TeamSideline app. Forgot your password? on Sign In and on Admin Sign In resets that same password.
• So if someone can sign in on Sign In but gets "Login failed. Please make sure your email address and password were entered correctly, and try again. Note: Passwords are case sensitive." on Admin Sign In, the password is right. They're on another organization's website, or that address isn't an admin of yours: check Manage Users.
• After too many failed tries in a short time, both pages show "Too many sign in attempts. Click the "Forgot your password?" link below to reset your password." Sign-in stays blocked for a while, even with the right password, unless the person completes Forgot your password?, which ends the block at once. Failed tries count from every page and website, including a family member trying Admin Sign In with the right password.

What TeamSideline Support does

• Support never sends a password, including a temporary one, by email, chat or support ticket, and never asks for anyone's password.
• Support discusses or changes an account only with the owner of its email address. It can't give you another person's password, and it won't reset a family's or another admin's password for you to pass on.
• Support can check why a sign-in fails, activate a sign-in that was never activated, and start a reset so the link goes to the address on the account.
• If an admin can't receive email at their address any more, another admin in your organization should add them with an address they use. Contact Support only if no admin is left.

Hand a shared admin account to someone new

For an admin account on a shared role address on your own domain (for example, one ending in @yourleague.org), the next person gets the account when another admin updates the First Name and Last Name and uses Reset Password, or when the new person uses Forgot your password? with the shared mailbox. See How can I change my admin email address to a role-based email address?

If it doesn't work

• There's no Reset Password button, and the names can't be edited. The admin's email address isn't on your organization's own domain. They reset their own password with Forgot your password? on Admin Sign In.
• "You cannot login because your administrator has not assigned you any roles." The password worked, but the admin has no roles. On Manage Users, open the admin's Roles tab, check the roles they need and click Save.
• "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, 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.
• The reset email never arrives. Check spam and junk folders and the address on the account. An address with no TeamSideline sign-in gets no email and no error.

Related articles

• How To Change Your Admin Password
• How to use the Manage Users Page and control who is an Administrator in your Site
• Why can't I log in to register, even after resetting my password?
• How do I change my password?
• How can I change my admin email address to a role-based email address?