Troubleshooting

If you are having trouble logging into Team Scout, try these steps:

1. Verify your phone number. Make sure you are entering the same 10-digit phone number you used when you first created your account.
2. Request a new code. Codes expire after a few minutes. Tap Resend code to get a fresh 6-digit code sent to your phone.
3. Check your messages. The code is sent via SMS. If you do not see it, check that your phone has signal and is not blocking messages from short codes.
4. Changed your number? Your phone number is how Team Scout knows it's you, so a number change needs to go through support. Email support@teamscout.co from the email on your account and we'll help you move it.
5. Try again later. If you have requested several codes in a short time, there may be a rate limit. Wait a few minutes and try again.

If none of these steps work, email support@teamscout.co with your name and the phone number associated with your account.

If you are not receiving push notifications from Team Scout, check these settings:

1. Phone settings. Go to your phone's Settings app, find Team Scout, and make sure Notifications are set to Allow. Check that Banners, Sounds, and Badges are all enabled.
2. Focus / Do Not Disturb. If you use Focus modes (iPhone) or Do Not Disturb, make sure Team Scout is allowed to send notifications during these modes.
3. In-app preferences. Open Team Scout, go to Profile, then Notification Preferences. Make sure the notification types you want are toggled on (New Messages, Announcements, Event Reminders, etc.).
4. Per-group settings. Each group has its own notification level. Open the group, tap settings, and check whether it is set to All Activity, Coaches & Mentions, @Mentions Only, or Muted. Muted silences the group — though direct @mentions still come through.
5. Reinstall if needed. As a last resort, delete and reinstall the app. This resets the notification permission and registers a fresh push token.

Payment failures are usually caused by one of a few common issues:

1. Update your card. Go to Profile, then Payment Methods. Card details live securely with Stripe and can't be edited in place — remove the old card and add it again, entering the correct number, expiration date, and billing zip.
2. Check your balance. Make sure the card has sufficient funds or available credit for the charge amount.
3. Contact your bank. Some banks flag online transactions as suspicious, especially first-time charges to a new merchant. Call the number on the back of your card and let them know the charge is legitimate.
4. Try a different card. If one card consistently fails, try adding a different card and setting it as your default payment method.
5. Pay the balance. After updating your card info, go to your payment history, find the overdue payment, and tap Pay.

If your payment continues to fail after trying these steps, contact your team admin. They can see the specific error and help troubleshoot.

If your child does not appear on the team roster, here are the most common reasons:

• Registration pending. Your registration may still be waiting for admin approval. Go to Profile, then My Registrations, and check the status. If it says Submitted, your admin has not reviewed it yet.
• Missing documents. Some teams do not add players to the active roster until all required documents are uploaded and verified.
• Payment incomplete. If payment has not been received (or an installment is past due), some organizations hold roster placement until the balance is current.
• Equipment not checked out. Some teams wait to mark players cleared until equipment has been issued at registration day.

Check your registration status first. If everything shows as approved and complete but your child is still not on the roster, contact your team admin directly. There may be a manual step they need to complete.

If Team Scout crashes or freezes, follow these steps to resolve the issue:

1. Force close the app. On iPhone, swipe up from the bottom and swipe the Team Scout card away. On Android, open Recent Apps and swipe Team Scout away.
2. Reopen the app. Wait a few seconds, then open Team Scout again. Most one-time crashes are resolved by a simple restart.
3. Check for updates. Open the App Store (iPhone) or Google Play (Android) and check if there is a Team Scout update available. We regularly release updates with bug fixes and performance improvements.
4. Restart your phone. If the app continues to crash, restart your phone entirely. This clears temporary memory issues that can affect app performance.
5. Reinstall the app. If crashes persist, delete and reinstall Team Scout. You will not lose any data since everything is stored on our servers. Just log in with your phone number.

If the problem continues after reinstalling, please email support@teamscout.co with your phone model, operating system version, and a description of when the crash occurs. This helps our team investigate and fix the issue.