General Troubleshooting
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 visit the troubleshooting categories related to your issue below. Here we list known issues and errors to help you narrow down and fix any issues you may be having with TeamSnap.
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.
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 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.
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.
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.
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.