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People/Roster Management FAQs

Paige Hansen
  • Updated

This article contains answers to some of the most frequent questions received from our team administrators. If you don't find the topic you are looking for, you can use the Help Center search, or reach out to our Support Team for help.

Covered in this Article:

➧ Managing Athlete Accounts

➧ Technical Questions/Issues

 

Managing Athlete Accounts

➧ What is the best way to add an athlete to an account?

Preferred Option: Parents register the athlete. This ensures the parent/athlete relationship is linked properly, and the parent can sign waivers, add medical information, select merchandise etc. 

Other Options:

  1. Admin adds athlete to registration form: If your registration is no longer open, you can add athletes directly to a registration form.
  2. Admin creates athlete from parent profile: Find a parent of the athlete in People and create the athlete from the parent's account details screen, so they are added to the household account.

➞ See View and Manage Submitted Registrations for more details.

Note: These other options will not allow you to obtain signatures for waivers, and will not automatically bill the parent. You will have to settle payment offline.

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SwimTopia/Team Topia complies with the Children's Online Privacy Protection Act ("COPPA") and SafeSport requirements, which prohibit direct communication between adults and children under the age of 13 unless a parent or another adult is included. Additionally, we restrict the collection of email addresses during registration to High School and Grown-Up Swimming teams only.

You will see the certification checkbox when you add or edit an athlete's profile.

Athlete-Add_Edit-Certify_Age_Checkbox.png

 

Technical Questions/Issues

➧ Norton anti-virus software is blocking my sign-in

When security protocols are tightened, antivirus programs like Norton sometimes flag the new "behavior" as a phishing risk until they’ve re-indexed the site. 

Steps you can try to resolve this issue with Norton, or send to your members if they are reporting the issue:

  1. Report as a False Positive: https://submit.norton.com/. Also, in the Norton blocking screen, there is usually an option to "Report this site" or "View Full Report." Clicking this and marking it as a "False Positive" or "Safe" helps speed up Norton's re-categorization process.
  2. Add an Exclusion in Norton 360:
    • Open your Norton application and click Settings.
    • Go to Antivirus > Scans and Risks.
    • Scroll down to Exclusions / Low Risks.
    • Next to "Exclusions from Antivirus Scanning," click Configure.
    • Add my.swimtopia.com to that list.
  3. Disable the "Safe Web" Extension: If you are using Chrome, click the "puzzle piece" icon in the top right. If you see Norton Safe Web, try toggling it to OFF and refreshing your login page.
  4. Clear Browser Cache: Sometimes Norton’s browser extension holds onto old security "snapshots." Clearing your cache or trying the login in an Incognito/Private window often bypasses the block. (see link in next section if you need help with these steps)
  5. Check the Norton Safe Web Portal: You can manually check the status of your URL at the Norton Safe Web portal. If it shows as "Untested" or "Warning," it confirms they just need to re-scan it.

➧ Not finding an answer to your questions?

Our Customer Happiness Team is happy to help. ➞ See our Support Options.

 

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