Troubleshooting and Error Fixes

At TeamSnap, we strive for 100% uptime. But just like life, sometimes an unexpected problem or scheduled maintenance can result in some downtime. In the event of a service interruption, we will do our best to keep you informed about any downtime on our Status and Incident Update page. There you can subscribe to updates to stay informed about issue causes, fix status, expected resolution time, etc.

If you are experiencing issues, but don’t see an active incident on the status page, please check out our troubleshooting and error resolution suggestions below. Here we list known issues and errors to help you narrow down and fix any issues you may be having with TeamSnap. If the troubleshooting and fix steps are short and sweet, they will be included below. If the troubleshooting and fix steps are a little more in depth or longer, you will be directed to the appropriate page under the issue.

Troubleshooting

If you are running into any issues, the first thing you can do is double check that the device you are attempting to access TeamSnap on meets our system requirements.

General Troubleshooting

Changed Plan and Lost Features Did you downgrade your plan and immediately lose access to your paid features? Don't worry, there's an easy fix here! When you change your plan, your billing date does not change. To gain access to those features again, simply set your team back on the paid plan you were on and you'll be good to go. Remember, plan changes take effect immediately, so once you are finished with your plan features you can go ahead and make your plan change again.
Team Missing from Account

Once your email address is added to a roster profile in TeamSnap, it is enabled to receive messages sent out to the team. If you are receiving message but don't see the team when you log into TeamSnap, here are a few of the reasons that may be happening, and how you can address them:

Unaccepted or Unsent Invitation

It may be that you have not fully accepted your team invitation or your invitation has not been sent out yet.

Solution: You'll want to ensure you have accepted any team invites you have received, and if you aren't able to locate those in your email you can always find your team invite. Once you have accepted, the team will be added to your account and you can access it there going forward. You can also ask your team manager to make sure that the invitation has been sent to you by resending your invitation.

Multiple TeamSnap Accounts

Many of us have more than one email address, and occasionally users have inadvertently set up more than one TeamSnap account under different emails. The missing team may be under an account for your other email address. The account email and roster email are not always the same, and updates to your roster email will not unlink it from the original account email.

Solution: If this is a possibility for you, it is worth checking to see if you have more than one account. If you find that this is the case, we recommend that you merge your accounts, to minimize future confusion.

Team Hidden from View in Mobile App

Users on our iOS or Android mobile apps have the ability to hide and unhide teams in their team list view.

Solution: It's worth checking to see if you may have hidden the team at some point.

Team Created Instead of Joined

Create a team by accident? We can help!

To join an existing team, you need to be invited by a team admin. If you haven’t received an email  invitation with a Join Now button, you will need to contact your team administrator and ask to be invited or re-invited. Once you receive that email, you will be able to log in with the TeamSnap username and password you have created. 

If you know that you have been invited but can't locate your invitation or aren't sure if you were sent one you can search for your team invitation.

If you would like to delete the team created by accident, you can remove the team from your account.

No Schedule Events Displayed in Availability Tab

Only future games and events will show on the Availability tab unless you adjust your Availability Preferences. To adjust the setting so that you can view past events, go to browser version of TeamSnap (not the mobile app), open the Availability tab, click the Availability Preferences button, and select the checkbox for Show past availability.

Android Device Not Getting Any Notifications

This is a common issue for many Android users, and is not exclusive to the TeamSnap app. There can be many reasons for your device not getting notifications as expected. Check out our Android troubleshooting guide for this issue.

Android App Crashing or Not Opening

If you are experiencing problems with the TeamSnap app on your Android crashing, not opening at all, not responding, or not working as expected in any way, please check out our Android troubleshooting guide.

Add or Delete Member Button Greyed Out

If you are a team administrator and you see that the add or delete player/member button is greyed out, this means that the function is not available to you

If you are the administrator of an independent team please contact the team owner to have them assign you manager access to the team.

If you are the team owner of a club or league team, please contact the league or your league commissioner for assistance.

Unable to Enter Game Results

If you are an administrator but do not see the option to enter results for a game that has already taken place, click the Edit button for that game. If the page shows “Edit Event” in the upper left corner instead of “Edit Game”, it means that the game was mistakenly created as event and will need to be re-entered into the schedule as a game. Once this is done, you should see the “Enter Results” button.

If your team is part of a league account and the schedule shows “TeamLink Event” on the right side of the page, it means that the schedule is league-controlled and game results can only be entered by a league commissioner.

Team Email Address and Free Public Access Sites Not Working

Due to security issues and lack of usage, TeamSnap shut down the free public access sites that came with our free stand-alone team plans in the Summer of 2017.

The team email address feature was part of public access and was phased out in June 2017. The team email addresses option was removed completely in June 2018. We will not be reimplementing the public access or team email address feature. To communicate with your team, please login to TeamSnap and send communications from the Messages tab. We apologize for any disappointment that this may cause. Here are some answers to common related questions:

  • How can I forward an email or attachment to my team? Unfortunately, you can no long forward an email to your team from your personal email inbox. You can try to cut and paste the body of the email into a new message in the Messages tab (formatting may not carry over).
  • How can I share an attachment with my team? Upload the attachment to the Media tab and message your players to access it there OR save it to your computer and create a new message in the TeamSnap Messages tab and attach it to your message.
  • How can I send an email to multiple teams on my account at the same time? Unfortunately, you will no longer be able to do this unless you are a commissioner using the TeamSnap Club or League product.

If you need a snappier, more robust public-facing website or are juggling several teams for your organization and need a better way to handle player registration this season, you may want to check out TeamSnap for Clubs & Leagues.

Availability Tab has No Schedule Items Displayed

If the Availability tab is not displaying any games or events for marking availability, it may be that you have not selected to show past availability within the tab. You can check this on the web version of TeamSnap by clicking the Availability Preferences button within the Availability tab, and selecting the Show past availability checkbox. This should populate all existing games and events that have been marked to track availability. If a game or event that is on your schedule is still missing from the tab, it may be that it has been deselected from having availability tracked. You can check this by opening the event under the Schedule tab in edit mode, and look for the Track availability on the Availability tab checkbox. Make sure that is selected and save the game or event, and it should appear on the Availability tab.

Missing Games or Events in the Schedule tab

If you have created a game or event for a team you are an administrator on, but don't see it in your schedule, you may need to update the viewing preferences under the Schedule tab. To do so, click the View Preferences button, and ensure that the item selected in the Show dropdown is set to what you'd like to have displayed. If needed, you can update the selection and click Save to change it.

Schedule Subscription is not Updating in Google Calendar

TeamSnap pushes schedule changes within one hour, while Google Calendar typically updates on a 12-hour cycle for subscribed calendars. This means that it is necessary to wait for the next Google Calendar refresh update. Depending on where you fall in the cycle, it can potentially take up to 24 hours to display changes to your subscribed calendar.

This trick will trip the Google system into thinking that you are requesting a totally new URL and will push it to make a new request rather than syncing to the cached version of your subscribed team schedule.

  1. Unsubscribe from your team schedule
  2. Re-subscribe to your team schedule following the steps in Subscribe to a Team Schedule, but stop at step 8
  3. On the step to paste the full calendar URL into the 'Other Calendar – Add by URL' field, add ?query=1 to the end of the URL so that the URL looks similar to this example: http://ical-cdn.teamsnap.com/team_schedule/yourspecificteam.ics?query=1
Former Roster Members Still Getting Team Schedule Updates

When a former roster member is still receiving event reminders but they do not appear on the roster it's likely they are still subscribed to the team's schedule through their personal calendar, resulting in their calendar continuing to sync and send reminders for the team's current schedule. To fix this, they need to unsubscribe from the team schedule.

If you are a team admin attempting to resolve this for a former roster member, you can opt to have the calendar link for your entire team reset. This may be a good way to go if you have several former team members with this issue, or if you'd like to ensure that only current members have access to the current schedule links. There is not a way to reset a single member's link to the team schedule since there is just one link to the schedule for the entire team. Breaking the team link requires that all current members resubscribe to the team's calendar. To break the team's link, contact TeamSnap support with the name of the team.

Email Shows Wrong Sender

Like many web applications, TeamSnap sends some communications from a no-reply address - donotreply@email.teamsnap.com.

If you have ever received a TeamSnap email in the past, your email program may have associated or labeled the donotreply@email.teamsnap.com address with the previous sender's name. If so, you may see their name next to donotreply@email.teamsnap.com on the From line when you view an email. The good news is that any replies to the message will still go to the correct person. We always set the Reply-To address to the person who sent the email, regardless of the email label.

The sender name shown on your email is stored and displayed by your email program, so we can’t prevent it from displaying, but since it is only stored in your personal email program, anyone else on your team viewing the email won’t see the substituted name. Plus, there is an easy fix!

Go to the contacts list within your email program, find the email address donotreply@email.teamsnap.com and change the name associated with it. You can edit the name to say TeamSnap, edit the name to your current team name, put any name in the field that you'd like to see displayed with the donotreply@email.teamsnap.com address, or remove the name and leave the label blank.


Website Builder Troubleshooting

Page Builder Missing from Website Builder Site

The most common cause of this issue is for sites using a custom domain. Before mapping a custom domain, you would have wanted to log into your Website Builder site to access your Page Builder tools using the default domain: 

Example URL           sitename.teamsnapsites.com/wp-admin

Once you have a custom domain, you will need to log in at that custom domain in order to access your Page Builder tools:   

Example URL           customsitename.com/wp-admin

If you are logged in to Website Builder, but Page Builder isn't launching for you, try logging out, clearing your browser cache, and then log back in at your custom domain + /wp-admin/ and you should be good to go! 

TeamSnap Modules in Website Builder Site Not Populating Information

If you have added a TeamSnap module to a page in your site, but the module is not displaying any of the expected information, there are a few troubleshooting steps you can try. 

  1. Ensure that website access is turned on in your TeamSnap account site
    1. Log into TeamSnap
    2. Enter your organization site
    3. Click the Settings tab
    4. Click Site Prefs
    5. Click Edit
    6. Select the checkbox for Enable public website access
    7. Click Save
  2. Make sure the module has been configured
    1. Log into your Website Builder site
    2. Click the site name in the top bar to go to your site
    3. Navigate to the page with the module in question
    4. Click the Page Builder button 
    5. Hover over the module's top left corner and click the wrench icon that appears
    6. Select desired options in the available dropdowns and field settings under the General tab
    7. Click Save 
    8. Click Done at the top right corner of your site
    9. Click Publish Changes

After trying each of the steps above, double check to see that your module is correctly populating data as expected.

Website Builder Page Mistakenly Deleted

If you accidentally delete a page it can easily be restored as long as the page has not been permanently deleted.

  1. Log into your Website Builder site dashboard
  2. Click Pages in the lefthand menu
  3. Click the Trash link below the Pages header
    1. If you do not see the page there, it is not retrievable
    2. If you do not see a Trash link, you do not have any pages in the trash
  4. Hover over the title of the page you wish to recover in the trash and click Restore
    1. You can also select the checkboxes to multiple pages at once, and from the Bulk Actions drop-down select Restore to bring back all the selected pages
Website Builder Schedule Link in Division Module Not Found

Your TeamSnap Division modules can include a column of Schedule links. If clicking on a Schedule link leads to a page that says  "Sorry! That page doesn't seem to exist," that means a specific page has been deleted! Never fear: It's easy to recreate. Here's how it works!

Schedule links always go to the same slug. The slug is part of the url right after your domain that specifies the page. 

Example:  yourdomain.com/SLUG/

The Schedule link always navigates to your domain + the slug  /schedule  When you click that link, the team ID is auto-added at the end, and populated into the schedule module on that page. If the page with the /schedule slug is deleted, you can reach the "Sorry! That page doesn't seem to exist." Here is how to recreate that page.

Create Schedule Page For Division Module Link

  1. Log into your Website Builder tools at yourexampledomain.com/wp-admin/ 
  2. Select Pages on the WordPress toolbar. 
  3. Click Add New
  4. Title your new page "Schedule"
  5. Click Launch Page Builder for this page. 
  6. Drag and drop a Schedule module onto the page, and click Save. You do not need to configure this module.
  7. Click Done and Publish, to make this page go live. 
  8. Reload this page to confirm that the url for this page has been set to: https://www.yourexampledomain.com/schedule/
  9. Tip: Default TeamSnap domains are formatted  sitename.teamsnapsites.com. Custom domains will not end in  teamsnapsites.com. Read more about custom domains in the Related Articles below.
    Tip: If your /schedule/ slug page was edited instead of deleted, and has content on it that you don't want to lose, you will want to rename that page and change the slug in order to create a new /schedule/ page that only has the Schedule module on it. 

    That's it! You can go back to your Division module and click on the Schedule link to admire your handiwork.


Error Fixes

Invitation Error "This invitation has already been accepted"

If you are trying to accept an invitation and receive the message “This invitation has already been accepted”, the invitation was likely sent to multiple email addresses.

Whichever email the invitation is accepted under first will become the primary account holder for that profile once a username and password is created. The remaining email(s) would then need to be set up as contact(s) so they can have their own username for the account. If a single contact is listed with multiple emails,

it may be that the invitation was auto-accepted under an existing TeamSnap account associated with one of their emails. If you experience this error, try logging in with any other emails you may have associated with TeamSnap or request that the primary account holder add you as a contact and send you a new invitation.

Error 401

Web

  1. Log out of TeamSnap
  2. Clear your browser cache
  3. Quit your browser
  4. Re-open your browser
  5. Log back in to TeamSnap.com

Mobile

  1. Delete the app from your device
  2. Restart your device
  3. Reinstall the TeamSnap mobile app
Web error 404
  1. Double check the URL and try again 
  2. Hold down the Shift (F5) key while clicking the Refresh button
  3. Clear your browser cache, then close and re-open your browser window. For instructions on clearing the cache for your specific browser type, see http://www.refreshyourcache.com
  4. Restart your computer
  5. Try a different browser (if you use Chrome, try Firefox, and vice versa)
iOS error 3840

This error code typically means something is down on our end, and we are hard at work to get things back in tip-top-TeamSnap shape. Check out our status page if you'd like to stay on top of the latest updates. Please know that we greatly appreciate your patience during times like this, which we work hard to keep to a minimum and wistfully dream of never happening ever ever ever again.

iOS error 1001 / 1003 / 1005 / 1200

iOS error messages indicate a network connectivity issue. Here's how you can clear those up:

Check Wi-Fi Router

If you are experiencing this error while on a Wi-Fi router you have access to, please restart the router and try to log in again via Wi-Fi. Check your TeamSnap app to see if the error has cleared.

Check Wi-Fi Connection

Some Wi-Fi networks may have a proxy or VPN (Virtual Private Network) that blocks SSL (Secure Sockets Layer) connections, so try switching Wi-Fi off on your mobile device:

  1. Tap Settings
  2. Tap Wi-Fi
  3. Toggle Wi-Fi OFF

    iOS-wifioff.png
  4. Check your TeamSnap app to see if the error has cleared

Check Cellular Data Connection

Still having trouble? Next we'll try resetting your network settings on cellular data.

  1. Tap Settings
  2. Tap General
  3. Tap Reset
  4. Tap Reset Network Settings
  5. Restart your mobile device
  6. Check the TeamSnap app to see if the error has cleared

Still receiving an error? Try this:

  1. Tap and hold (long press) the TeamSnap app icon on your screen
  2. Tap the X to delete the app from your device
  3. Hold the power button until the red slider appears
  4. Swipe the slider to power off your device
  5. Hold the power button until your device powers back on
  6. Locate and reinstall the TeamSnap app from the App Store
  7. Check the TeamSnap app see if the error has cleared
  8. See  iOS FAQs for more information
Attention If you are still receiving an error message with a 4-digit error code and have tried all the steps above, please contact us using the help icon at the bottom of your screen and provide all of the requested details. Completing the requested fields with inaccurate or false information while not receiving an actual 4-digit error code may result in your request being routed incorrectly and/or remaining unresolved. 
"Not Authorized to Access This Resource" Error on Mobile

The full error message will read, "You are not authorized to access this resource. Please ensure you've provided a valid access token." To resolve this, you'll need to uninstall TeamSnap, restart your device, then reinstall TeamSnap.

iOS Connection Failure 8223372036854775807

The error message "Connection Failure, unable to connect to the internet. TeamSnap requires an internet connection 9223372036854775807" indicates a connectivity issue with the network you are using. Use the troubleshooting guide below to get that resolved. 

Running iOS 10.0 or Later

Determine which iOS version your device is running. If it is on iOS 10.0 or later, please make sure you have the most recent version of the TeamSnap app available in the app store installed. Uninstall/reinstall TeamSnap following the steps below:

  1. Tap and hold the TeamSnap app icon on your screen
  2. Tap the X to delete the app from your device
  3. Tap and hold the On/Off Sleep/Wake button until the red slider appears
  4. Slide your finger across the slider to turn off your device
  5. Tap and hold the On/Off Sleep/Wake button until the Apple logo appears to turn your device back on
  6. Locate and reinstall the TeamSnap app from the App Store
  7. Log in to see if the error has cleared

Running iOS 10.0 or Earlier

In order to use the TeamSnap app, your device should be running iOS version 10.0 or later and have at least TeamSnap version 3.8 installed. If you are unable to update to iOS version 10.0 or later you can still access TeamSnap through the mobile browser on your device. However, you will not have access to Team Chat or TeamSnap Live.

What's Next: If you are still receiving the error message and have tried all the steps above, please contact us using the help icon below and provide all of the requested details. Completing the requested fields with inaccurate or false information while not receiving the 9223372036854775807 error code may result in your request being routed incorrectly and/or remaining unresolved.
"Oh no! Something went wrong on our end! Please try your payment again!" payment error

If you have received this message when attempting to pay your registration or invoice payment, please try the following:

  • Clear your browser cache or try an incognito browser
  • Check your card number and expiration date to ensure they were entered correctly
  • Contact your financial institution to ensure there are no holds or limits on your card
  • Try a different payment method
  • Contact TeamSnap Support

If you have installment payments set up, payments should process smoothly on the specified dates. Who doesn't love a set-it-and-forget-it scenario? If you do run into an installment payment failure, read on to see how it can be addressed.

  • Registration Installment Failure

    • Payment will be re-attempted three times.
      • If the failure error is returned that the card is being explicitly blocked from transactions, the payment is completely locked and no further attempts will be made for that or any of the following installments for that transaction. 
        • Resolution: The cardholder must enter their card information as a new payment method rather than attempting to update the current method, and select to pay the installment then or ask their organization's admin to reset the registration installment dates to reset the payment attempts and future installments. 
      • If the installment was declined due to non-sufficient funds 3 times, processing attempts will stop until the next installment date occurs, skipping over the initially failed installment. 
        • Resolution: An admin for your organization will need to reset the installment date for that initially failed installment in order to get that payment installment processed.
  • Invoice Installment Failure

    • Payment will fail - currently, there will be no further attempts to process the payment
      • Resolution: Cardholder can update credit card information to trigger the system to re-attempt processing
      • Resolution: Admin can cancel the invoice and create a new one with the remaining invoice balance
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