Support Center: How We Help You Succeed
Welcome to the SportsID Support Center. Whether you are just getting started or you have been with us for years, we are here to make sure you get the most out of the platform. This page is your starting point for everything you need to know.
Quick Start
New to SportsID? Here is what you need to know to get up and running quickly.
Create Your Account
Getting started takes less than five minutes. Visit our signup page, enter your email and organization details, and you are ready to go. We do not ask for payment information during the trial period.
Set Up Your Organization
Once your account is created, you can:
- Add your organization details
- Invite team members (coaches, administrators, volunteers)
- Configure your programs and seasons
- Set up registration forms for athletes
Invite Your Team
SportsID works best when everyone is connected. Invite coaches, staff, and volunteers so they have access to the tools they need. You control permissions at every level.
Need a Guided Tour?
We offer free onboarding sessions for new organizations. Schedule a 30-minute walkthrough with our team, and we will show you how to configure SportsID for your specific needs.
Common Questions
We have gathered answers to the most frequently asked questions.
Account & Billing
How do I change my subscription plan?
Navigate to Settings → Billing. You can upgrade, downgrade, or cancel your subscription at any time. Changes take effect at the end of your current billing cycle.
Can I add or remove users during the subscription period?
Yes. You can add or remove users at any time. Your billing adjusts proportionally for the remainder of the billing cycle.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express) and bank transfers for annual plans.
Is there a contract?
No. All plans are month-to-month unless you choose an annual subscription for a discounted rate. You can cancel anytime with no fees.
Technical Support
I forgot my password. How do I reset it?
Click "Forgot Password" on the login page. Enter your email address, and we will send a reset link. The link expires after 24 hours for security.
The platform is running slowly. What should I do?
First, try clearing your browser cache and refreshing the page. If the issue persists, check our status page for any ongoing incidents. You can also try using a different browser or incognito mode to isolate the issue.
Do you have a mobile app?
Yes. SportsID is available for iOS and Android. You can download the app from the App Store or Google Play. The app includes all core features optimized for mobile use.
Which browsers do you support?
We support the latest versions of:
- Google Chrome (recommended)
- Mozilla Firefox
- Apple Safari
- Microsoft Edge
We do not support Internet Explorer 11 or older browsers.
Data & Privacy
Where is my data stored?
All data is stored on secure servers in the United States and European Union, depending on your region. We comply with GDPR and other privacy regulations.
How do I export my data?
You can export your data at any time from Settings → Data Export. Options include CSV for registrations and athlete data, and JSON for full account exports.
Who has access to my organization’s data?
You control access. Only users you invite can view your organization’s data. Our support team can access data only with your explicit permission during troubleshooting.
Troubleshooting
Here are solutions to common issues users encounter.
Login Issues
"Invalid email or password" even though I am sure my credentials are correct
Try resetting your password. If you still cannot log in, check that you are using the correct email address associated with your account. Sometimes users create accounts with personal email addresses and later try to log in with work email.
My account is locked after too many failed attempts
For security, we lock accounts after five failed login attempts. Wait 15 minutes and try again, or use the password reset option to regain access.
Registration & Forms
Parents say they did not receive registration confirmation emails
Check that the email address was entered correctly. Ask parents to check their spam or junk folders. If emails are still not arriving, verify that your organization’s email settings are configured correctly in Settings → Notifications.
I need to customize registration fields beyond the default options
Yes. Navigate to Programs → Registration Settings. You can add custom fields, make fields required or optional, and reorder the form layout.
Communication
My messages are not reaching parents or athletes
Check that your notification settings are enabled. Messages may also be filtered by spam filters. Encourage recipients to add your organization’s email address to their contacts.
Can I schedule messages to send later?
Yes. When composing a message, look for the schedule option. You can choose date and time for delivery. Scheduled messages can be edited or canceled before sending.
Platform Features
A quick overview of what SportsID offers.
Athlete Management
- Centralized athlete profiles
- Medical and emergency information
- Attendance tracking
- Development notes and goals
Registration & Payments
- Customizable registration forms
- Secure payment processing
- Automated confirmation emails
- Waitlist management
Scheduling
- Practice and game calendars
- Facility coordination
- Automated reminders
- Conflict detection
Communication
- Team messaging
- Announcements and alerts
- Parent communication
- Notification preferences
Reporting
- Participation reports
- Financial summaries
- Attendance analytics
- Custom export options
Best Practices
Tips from our team to help you get the most from SportsID.
Set Up Your Season Early
Configure programs, schedules, and registration forms at least two weeks before opening registration. This gives you time to test workflows and make adjustments before parents start registering.
Use the Mobile App
The SportsID app gives you access to schedules, messaging, and athlete information from anywhere. Coaches love having instant access to rosters and emergency contacts.
Communicate Through the Platform
Keep all team communication within SportsID. This creates a single source of truth and ensures no one misses important updates. Parents appreciate not having to track messages across email, text, and group chats.
Review Permissions Regularly
As your team changes, review who has access to what. Remove users who no longer need access. Adjust permissions as roles evolve.
Train Your Staff
A 15-minute orientation for new coaches and volunteers saves hours of questions later. Our support team can provide training materials or schedule a group session.
Getting Help
If you cannot find what you need in this guide, we have multiple ways to help.
Email Support
Send a message to support@sportsid.com. We respond within 24 hours, usually faster. Include your organization name and a description of the issue for faster resolution.
Live Chat
Available Monday through Friday, 9 AM to 6 PM EST. Click the chat icon in the bottom right corner of any page to start a conversation with our support team.
Phone Support
For urgent issues, call 1-800-555-SPORTS. Phone support is available Monday through Friday, 10 AM to 5 PM EST.
Status Page
Visit status.sportsid.com for real-time updates on system performance, scheduled maintenance, and incident reports.
Video Tutorials
Sometimes seeing is easier than reading. Our video library includes:
- Getting Started: Account Setup
- Creating Your First Registration Form
- Managing Schedules and Rosters
- Using the Mobile App
- Running Reports and Exports
Access the full library at sportsid.com/support/videos or within the platform under Help → Video Tutorials.
Feature Requests
We are always improving SportsID based on user feedback.
How to Submit a Feature Request
Navigate to Help → Feature Requests. Describe what you would like to see and how it would help your organization. Our product team reviews every submission.
What Happens to My Request?
We track all feature requests and prioritize based on:
- Number of users requesting the feature
- Impact on organizations
- Alignment with our product roadmap
You will receive updates when a feature you requested moves into development or is released.
Release Notes
We release updates regularly. Stay informed about what is new.
Where to Find Release Notes
Visit sportsid.com/releases or check the What’s New section in your dashboard after login. We also send monthly update emails to account administrators.
Recent Updates
- March 2026: Enhanced reporting dashboard with custom date ranges
- February 2026: Mobile app now supports offline roster access
- January 2026: Two-factor authentication available for all accounts
Security & Reliability
Your data security is our priority.
Data Encryption
All data is encrypted in transit (TLS 1.3) and at rest (AES-256). We undergo annual security audits and penetration testing.
Backups
We perform automated daily backups with point-in-time recovery. Backups are stored redundantly across multiple geographic locations.
Uptime Guarantee
We guarantee 99.9% uptime for all paid plans. Historical uptime data and incident reports are available on our status page.
Two-Factor Authentication
Enable 2FA from Settings → Security for an additional layer of account protection. We support authenticator apps and SMS verification.
Cancellation Policy
We hope you never need to leave, but if you do, the process is straightforward.
How to Cancel
Navigate to Settings → Billing → Cancel Subscription. Follow the prompts to confirm cancellation. Your account remains active until the end of your current billing period.
What Happens to My Data?
Your data is retained for 30 days after cancellation. During this period, you can reactivate your account with all data intact. After 30 days, data is permanently deleted.
Need to Pause Instead of Cancel?
If you are between seasons and do not need active access, contact our support team about pausing your subscription. Paused accounts retain all data at a reduced rate.
A Final Note
We built SportsID to help sports organizations focus on what matters: athletes, development, and community. Our support team is here to help you do exactly that.
Whether you have a simple question or a complex technical issue, we are on your side. Reach out anytime. We will get back to you quickly and make sure you have what you need to succeed.
Thank you for choosing SportsID.
Need help? Contact us at support@sportsid.com or start a live chat.