Troubleshooting

Having issues with Rostered? Find solutions to common problems here.

Common Issues

I can't log in

1. Make sure you're using the correct email address
2. Try resetting your password using the "Forgot Password" link
3. Check that you have an active account (you should have received an invitation email)
4. If issues persist, contact support@rostered.app

I didn't receive my invitation email

Check these common locations:

1. Spam/junk folder - Rostered invitations sometimes get filtered
2. Promotions tab (Gmail) - Check your Gmail Promotions tab
3. Search your email for "rostered" or "invitation" to find it
4. Check the sending address - Invitations come from noreply@rostered.app

If you still can't find it:

1. Add noreply@rostered.app to your contacts to prevent future filtering
2. Contact your club administrator to resend the invitation
3. Verify they have your correct email address
4. Try checking any alternative email addresses you might have given them

I can't see my athlete's schedule

Common causes and solutions:

Team Assignment Issues:

1. Verify your athlete is assigned to an active team
2. Contact your club administrator if your athlete appears unassigned
3. Check if your athlete was moved to a different team or division

Season and Date Issues:

1. Make sure you're viewing the current season (not last year's data)
2. Check if the current season has started and has scheduled events
3. Pull down to refresh the schedule to load the latest updates
4. Verify you're looking at the correct date range

Account Connection Problems:

1. Confirm you're logged into the correct account
2. If you have multiple clubs, make sure you're viewing the right club
3. Check if your family connection to the athlete needs to be re-established

I can't find a club I should have access to

If you're part of multiple clubs and can't find the right one, tap the club name at the top of the app to switch between clubs. See How to Switch Between Clubs for detailed instructions.

If a club you expected to join isn't appearing at all, you may need to accept a separate invitation for that club.

Push notifications not working

Step 1: Check Device Settings

iPhone:

1. Go to Settings → Rostered → Notifications
2. Turn ON "Allow Notifications"
3. Enable Lock Screen, Notification Center, and Banners
4. Make sure sounds and badges are enabled if desired

Android:

1. Go to Settings → Apps → Rostered → Notifications
2. Turn ON "Show notifications"
3. Set importance to High for immediate alerts
4. Enable sound and vibration

Step 2: Check Rostered App Settings

1. Open Rostered → Settings → Notification Preferences
2. Turn ON the notification types you want to receive
3. Try logging out and back in to refresh settings

Step 3: Advanced Troubleshooting

• Update to the latest version of Rostered
• Restart your device
• Check that Rostered has background app refresh enabled
• Disable low power mode or add Rostered to battery optimization exclusions

Calendar subscription not updating

Understanding Refresh Intervals: Calendar subscriptions typically refresh every 15-60 minutes, but this varies by device and calendar app.

Force a Calendar Refresh:

iPhone/iPad:

1. Open the Calendar app
2. Pull down on the calendar list to manually refresh
3. Go to Settings → Calendar → Accounts → Subscribed Calendars → [Your Rostered calendar]
4. Toggle the calendar OFF and back ON

Android/Google Calendar:

1. Open Google Calendar app or web version
2. Click the refresh button or pull down to refresh
3. Calendar subscriptions may take longer to update on Android

If Events Still Aren't Showing:

1. Remove and re-add the calendar subscription in Rostered
2. Check that events exist in the Rostered app first
3. Verify the subscription was added to the correct calendar account
4. Try subscribing from a computer browser instead of mobile

I'm not receiving notifications

1. Check your notification settings in the Rostered app
2. Make sure notifications are enabled for Rostered in your device settings
3. Check your email spam/junk folder
4. Verify your email address and phone number are correct in your profile

The app is running slowly

1. Make sure you have a stable internet connection
2. Try closing and reopening the app
3. Update to the latest version of the app
4. Restart your device

I can't see my team

1. Make sure you're logged into the correct account
2. Contact your club administrator to verify you've been added to the team
3. Try pulling down to refresh your teams list

Events showing wrong times

Check These Settings:

1. Time zone settings in your device Settings → General → Date & Time
2. Club time zone may be different from your device (check with administrators)
3. Calendar app time zone if you're using calendar subscriptions

Can't RSVP to events

1. Check if RSVP is enabled - not all events require RSVPs
2. Verify the deadline - RSVP may be closed if too close to event time
3. Confirm your athlete is registered for the team hosting the event
4. Try refreshing the event details by pulling down

Messages not sending

1. Check internet connection - messages require connectivity
2. Verify recipient permissions - you may not be able to message certain groups
3. Check message length - very long messages may fail
4. Try again after a few minutes - temporary server issues can cause delays

Multiple accounts confusion

If you accidentally created multiple accounts:

1. Identify the correct account by checking which one has your athletes connected
2. Use only the account with your family connections
3. Contact support at support@rostered.app to merge accounts if needed
4. Provide both email addresses when contacting support

Data not syncing between devices

1. Ensure you're logged into the same account on all devices
2. Pull down to refresh on each device
3. Check internet connectivity on both devices
4. Log out and back in on the device showing old data

Still Need Help?

If you can't find a solution here, contact our support team at support@rostered.app. Please include:

• Your email address
• A description of the issue
• Any error messages you're seeing
• What device and app version you're using