Quick Answers to Common Questions

Mar, 202612 min read

InfoCampid

Frequently Asked Questions

Welcome to the SportsID FAQ. This page answers the most common questions we receive from administrators, coaches, and families. If you do not find what you are looking for here, our support team is ready to help.

Getting Started

What is SportsID?

SportsID is an all-in-one platform for sports organizations. We help you manage registrations, payments, scheduling, communication, and athlete data in one place. Our goal is to reduce administrative work so you can focus on athletes and the sport you love.

How much does SportsID cost?

We offer several plans based on the size of your organization and the features you need. All plans include core features like registration, communication, and scheduling. Pricing starts at $49 per month for small organizations. Enterprise plans are available for larger leagues and clubs. Visit our pricing page for current rates.

Is there a free trial?

Yes. We offer a 14-day free trial with full access to all features. No credit card is required to start. At the end of the trial, you can choose a plan that fits your organization.

Do I need to install anything?

No. SportsID is a cloud-based platform. You access it through your web browser or our mobile app. There is no software to download or maintain.

Account & Billing

How do I create an account?

Visit our signup page, enter your organization name, your email address, and create a password. You will be guided through the initial setup wizard.

Can I change my subscription plan?

Yes. Navigate to Settings → Billing. You can upgrade or downgrade your plan at any time. Changes take effect at the beginning of your next billing cycle.

How do I cancel my subscription?

Go to Settings → Billing → Cancel Subscription. Follow the prompts to confirm. Your account remains active until the end of your current billing period. Your data is retained for 30 days after cancellation.

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover). For annual plans, we also accept bank transfers and purchase orders from qualifying organizations.

Do you offer discounts for non-profits?

Yes. We offer a 15% discount for registered non-profit organizations. Contact our sales team to verify your status and apply the discount.

Can I add or remove users mid-month?

Yes. You can add or remove users at any time. Your billing adjusts proportionally for the remainder of the billing cycle.

Users & Permissions

What user roles are available?

We offer several predefined roles:

Super Admin: Full access to everything
Program Admin: Manage specific programs
Coach: Access to assigned teams
Staff: Limited access based on assignment
Parent/Guardian: Access to their athlete’s information
Viewer: Read-only access

You can also create custom roles with specific permissions.

How do I add a new coach?

Go to Settings → Users → Invite User. Enter the coach’s email address and select the Coach role. They will receive an email invitation to create their account. Once they accept, assign them to specific teams.

How do I remove a user?

Navigate to Settings → Users, find the user, and select Remove. The user will lose access immediately. Their data remains associated with the organization.

Can parents see other families’ information?

No. Parents only see information about their own athletes. They cannot view other families’ contact details, payment history, or registration information.

What happens when a coach leaves?

Remove the coach from Settings → Users. Their access terminates immediately. If they were the only administrator, add another admin before removing them.

Registration

How do I create a registration form?

Go to Programs → Select your program → Registration Settings. You can:

Add standard fields (name, birth date, address)
Create custom questions
Set required fields
Add document uploads (waivers, medical forms)
Configure conditional logic (show fields based on answers)

Can I collect payments through SportsID?

Yes. SportsID integrates with Stripe, PayPal, and other payment processors. You can set up:

One-time fees
Installment plans
Discount codes
Scholarship applications

How do I set up a waitlist?

When creating or editing a program, set a maximum capacity. When that capacity is reached, additional registrations automatically go to a waitlist. You can promote waitlisted athletes to registered status when spots open.

Can I register athletes offline?

Yes. If you have registrations that come in via paper forms or in person, you can manually add them to the system. Go to the program’s registration page and select “Add Manually.”

How do I issue a refund?

Navigate to Payments → Transaction History. Find the transaction, select Refund. The refund processes back to the original payment method. Partial refunds are also available.

What if a parent forgets to complete registration?

You can send automated reminders to incomplete registrations. Set up reminders in Program → Registration Settings → Reminders. You can also view incomplete registrations and contact families directly.

Scheduling

How do I create a schedule?

Go to Schedule → Add Event. Enter:

Event type (practice, game, meeting)
Date and time
Location or facility
Assigned teams
Recurrence pattern (weekly, bi-weekly)

Yes. Schedules are visible to parents through their account or the mobile app. You can also enable calendar export so families can add events to their personal calendars (Google, Apple, Outlook).

What happens when a practice is cancelled?

Cancel the event in the schedule. All affected users receive notifications. You can also send a follow-up message with additional instructions.

How do I handle facility bookings?

If you manage multiple facilities, add them in Settings → Facilities. When scheduling events, select the facility and the system will warn you of double-bookings.

Can I schedule recurring events?

Yes. When creating an event, select “Recurring” and choose the pattern. Weekly practices, for example, can be created once and automatically added for the season.

Communication

How do I send a message to my team?

Go to Communication → New Message. Select recipients (entire team, specific players, coaches only). Compose your message and send. Messages are delivered via in-app notification, email, and optionally SMS.

Can I schedule messages to send later?

Yes. When composing a message, look for the schedule option. Choose date and time for delivery. Scheduled messages can be edited or canceled before sending.

Why are my messages going to spam?

Email providers sometimes filter bulk messages. Encourage parents to add your organization’s email address to their contacts. You can also customize your sender email address to use your organization’s domain.

Can I communicate with parents who don’t use the app?

Yes. All messages are also sent via email. For SMS-enabled plans, parents who opt in receive text messages. The mobile app is optional but recommended for the best experience.

How do I create message templates?

Go to Communication → Templates. Create templates for common messages like:

Welcome to the team
Schedule changes
Payment reminders
Post-game summaries

Mobile App

Is there a mobile app?

Yes. SportsID is available for iOS and Android. Download from the App Store or Google Play.

What can I do in the app?

The app includes:

View schedules and locations
Send and receive messages
Take attendance
Access rosters and emergency contacts
Complete registrations
Make payments

Can I use the app offline?

Yes. Rosters and schedules are cached for offline access. You can view information and take attendance without an internet connection. Changes sync when you reconnect.

How do I log in to the app?

Use the same email and password as your web account. If you have two-factor authentication enabled, you will need to verify your login.

Data & Privacy

Where is my data stored?

Data is stored on secure servers in the United States and European Union, depending on your region. We comply with GDPR, CCPA, and other privacy regulations.

How do I export my data?

Go to Settings → Data Export. You can export:

Athlete records (CSV)
Registration data (CSV)
Financial transactions (CSV)
Full account backup (JSON)

Exports are generated immediately and available for download.

Who can access my organization’s data?

Only users you invite can access your data. SportsID support staff can access data only with your explicit permission during troubleshooting.

How long do you keep data?

Active accounts retain data indefinitely. Cancelled accounts retain data for 30 days, after which it is permanently deleted.

Is my data backed up?

Yes. We perform automated daily backups. Backups are stored redundantly across multiple geographic locations.

Security

Do you support two-factor authentication?

Yes. Enable 2FA in Settings → Security. Options include authenticator apps (Google Authenticator, Authy) and SMS verification.

What encryption do you use?

All data is encrypted in transit using TLS 1.3 and at rest using AES-256 encryption.

How often do you perform security audits?

We undergo annual third-party security audits and penetration testing. Results are available to enterprise customers upon request.

What should I do if I suspect unauthorized access?

Immediately change your password and contact support. We can review login history and secure the account.

Technical Support

How do I contact support?

You can reach us through:

Live Chat: Available Monday–Friday, 9 AM–6 PM EST
Email: support@sportsid.com
Phone: 1-800-555-SPORTS (Monday–Friday, 10 AM–5 PM EST)

What information should I include when contacting support?

To help us resolve your issue quickly, include:

Your organization name
The feature or page where the issue occurs
Steps to reproduce the problem
Screenshots or screen recordings
Any error messages

What are your support hours?

Live chat and phone support are available Monday–Friday during business hours (Eastern Time). Email support is monitored outside business hours, with responses within 24 hours.

Is there a status page?

Yes. Visit status.sportsid.com for real-time system status, scheduled maintenance, and incident reports.

Troubleshooting

I forgot my password. How do I reset it?

Click “Forgot Password” on the login page. Enter your email address. You will receive a reset link that expires in 24 hours.

The platform is slow. What should I do?

Clear your browser cache
Close unused browser tabs
Check your internet connection
Try a different browser (Chrome or Firefox recommended)
Check the status page for system issues

I can’t log in even with correct credentials

Verify caps lock is off
Try the password reset option
Check that you are using the correct email address
Wait 15 minutes if the account is locked after multiple attempts

Parents aren’t receiving registration confirmations

Check that email addresses were entered correctly
Ask parents to check spam or junk folders
Verify your email settings in Settings → Notifications
Resend confirmation from the registration panel

The mobile app isn’t loading

Force close and reopen the app
Check for app updates
Clear app cache in device settings
Reinstall if issue persists

Billing & Payments

How do I update my payment method?

Go to Settings → Billing → Payment Methods. Add a new card or update existing information.

When am I billed?

Monthly plans are billed on the same day each month. Annual plans are billed once per year. Your first bill is prorated based on when you started.

Can I get an invoice?

Yes. Invoices are available in Settings → Billing → Invoices. You can download PDF copies for your records.

What happens if a payment fails?

We retry failed payments after 3 days. If the payment continues to fail, your account is placed on hold. During a hold, you can view data but cannot make changes. After 30 days, the account is suspended.

Do you offer refunds?

We offer refunds for annual plans canceled within 30 days of purchase. Monthly plans are non-refundable but can be canceled at any time.

Integrations

Does SportsID integrate with other tools?

Yes. We offer integrations with:

Payment gateways: Stripe, PayPal, Authorize.net
Calendar services: Google Calendar, Apple Calendar
Marketing tools: Mailchimp, Constant Contact
Website platforms: WordPress, Squarespace, Wix

Is there an API?

Yes. Our REST API allows custom integrations. Documentation is available for developers. API access is included in all plans.

Can I embed registration forms on my website?

Yes. Registration forms can be embedded using our provided code snippet. Forms maintain your organization’s branding and work on any website platform.

Organizations with Multiple Programs

Can I manage multiple programs?

Yes. SportsID supports multiple programs under one organization. Each program has its own registration, teams, schedules, and communication.

How do I transfer athletes between programs?

You can copy athlete information from one program to another. Go to the athlete profile, select “Enroll in Program,” and choose the destination program.

Can I have different administrators for different programs?

Yes. Assign Program Admin roles to users. They will have access only to the programs you specify.

Children’s Privacy (COPPA)

Does SportsID comply with COPPA?

Yes. We comply with the Children’s Online Privacy Protection Act. We do not collect personal information from children under 13 without parental consent. Parents control their children’s information through their own accounts.

Who owns athlete data?

Your organization owns the data. We act as data processors. You can export or delete data at any time.

How do parents access their child’s information?

Parents create their own accounts and are linked to their children through registration. They can view schedules, messages, and information related to their children only.

Feature Requests

How do I suggest a new feature?

Go to Help → Feature Requests. Describe what you would like to see and how it would help your organization.

How are features prioritized?

Our product team reviews all requests and prioritizes based on:

Number of organizations requesting the feature
Impact on user experience
Alignment with our roadmap

Will I be notified when a feature I requested is released?

Yes. We send notifications to users who requested features when they are released or move into development.

A Final Note

We designed SportsID to make your work easier. If you have questions not answered here, please reach out. Our support team is here to help you succeed.

Thank you for choosing SportsID.

Still have questions? Contact us at support@sportsid.com or start a live chat.