Troubleshooting FAQ

Why can’t I see the schedule or messages?

Your team may need an active subscription, or your account may still be pending staff approval. Ask a coach to confirm your invite was accepted and that billing is active.

Why does it say the team is inactive?

The team’s Stripe subscription is missing or ended. A staff member must complete Team billing or restore the subscription in the billing portal.

Club features disappeared — what happened?

The club subscription may be inactive. A club admin needs to complete Club billing.

Why was my card charged an extra fee?

If you see an extra line on the checkout screen, it is usually the Athleit service fee when your team or club chose to pass that fee to households. That is separate from Stripe processing (what Stripe charges the connected account—often different for card vs bank payments). The summary before you pay should list Athleit line items clearly. For disputes, contact your club or team treasurer and Stripe where applicable.

I joined a team but don’t see older team payment events

Team payment events created before you were payment-eligible do not appear automatically just because you joined the team.

1. Create or join a household first (required for team and club payments).
2. Ask a team staff member to open the payment event and click Add newly eligible players.

After that, you should see and be able to pay that request.

I lost my registration confirmation

Use the status lookup link from your confirmation email, or ask club staff to resend instructions from the registration dashboard.

Web vs mobile looks different

Both clients share the same backend. Update to the latest app build, sign out and back in, and if the problem persists capture a screenshot for your organization’s admin.

I created a household or added a child on mobile and didn’t get a success message

On mobile, those actions often complete without a blocking success popup; the Household screen updates (new card, members list, or closed sheet) instead. Check the UI. If something failed, you should still see an error message. For Claim player or Join household after onboarding, the app may move on to Home without an alert—pull to refresh if needed. Details: Households and invites.

I added my child but they don’t appear on a team’s roster

The Add a child flow's team picker is optional — if you don't check any teams, the child is created household-only and shows a Not on a team yet pill on the household list. To roster them on a specific team afterwards:

1. Open Household and tap or click your child's row.
2. In the Teams section of their detail, use Add to team and pick a team your household is linked to.
3. Set the per-team jersey number and position if needed.

A child can sit on multiple teams — repeat the Add to team action for each one (or check several teams up front in the Add a child picker). See Add an existing child to more teams for the full flow.