Troubleshooting Parent or Player Login Access

You can see that this parent or player's email address is listed on a profile that has been assigned to a team, but the user still can't see their team in TeamSnap. How do you, as a commissioner, manager, or team owner, help grant them login access? This guide can help!

Why Can't This User See Their Team?

Users can only view a team if they are logging in with an email address that has accepted an invitation to a profile that is assigned to that team. The email listed on a profile can differ from the email that the invited member is using to log in, so even if a user's email is listed on a profile, that does not mean that user has accepted an invitation via that email address. Here are the possible reasons a user may not have login access via a listed email, and how they can be granted access:

• Scenario: The user has more than one email login and is logging in with a secondary/different account.
  • Solution: Users with two logins can merge those accounts into one with these options: Merge Accounts.
  • Solution: Commissioners, Managers, and Team Owners can reset a team member profile so that the listed email addresses are also the email addresses that are invited. Email addresses with existing accounts will auto-accept their invitations. Here is how an admin can Sync Roster Profile Contact Emails With Invite Emails.

• Scenario: The user's invitation is still Pending and has not been accepted yet. 
  • Solution: Users can accept an unaccepted invitation with these options: Accepting a TeamSnap Invitation.
  • Solution: Verify this user's email address to avoid any pesky typos or spelling errors.

• Scenario: Instead of creating a new contact to invite this user, a family member changed the send-to email address for a contact entry that already had an accepted invitation.  
  • Solution: Commissioners, Managers, and Team Owners can reset a team member profile so that the listed email addresses are also the email addresses that are invited. Email addresses with existing accounts will auto-accept their invitations. Here is how an admin can Sync Roster Profile Contact Emails With Invite Emails. 
  • Solution: The family member with existing access can add a new contact entry and send a new invitation with these options: Add Family or Contacts to a Profile

• Scenario: A user is logging in using the same email in a browser and in a mobile app, but can only see their team in the browser.
  • Solution: This user may have hidden their team in the mobile app. Here is how they can Show or Hide Teams in their Teams List.

• Scenario: The profile says "invitation pending" and has the option to re-send the invitation, however most contacts report they have not received an invitation, and when the profiles viewed, the only contact that can be invited is the first-listed contact. 
  • Solution: The first-listed contact on a profile must accept an invitation before any secondary contacts can be invited. If the first-listed email is not responsive, and you need to invite another member first, you can do this by entering that email address in the first-listed email address field, in order to invite that email address first. 

When in doubt, Syncing Roster Profile Contact Emails With Invite Emails will solve most login issues for contact entries with accepted invitations. If you would like your TeamSnap Support team to take a look at a specific account to help diagnose the issue, just Contact Customer Support and provide the user's login email address and the name of the team they should have access to, and your support team can point you in the right direction.