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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

➧ Managing Admin Accounts

➧ Parent/Member Reporting Account 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.

➧ Why do I need to certify that an athlete is 13 to capture email/phone?

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

Managing Admin Accounts

➧ Why can't I see my jobs/shifts on the website as an admin?

PREMIUM

This feature is available to our Premium customers.

Volunteer signup requires a person to be a member of the active season as a Parent. If you are only affiliated with the active season as an Admin, you need to add a Parent Affiliation to your user profile to see the jobs and shifts.

 

Parent/Member Reporting Account Issues

➧ Account Activation / Password Reset Issues

If they are having issues activating their account or resetting their password, it's likely due to one of the following reasons:

  • The links will expire after 30 days -- you can resend an activation link from their profile.

  • The email program is adding extra code to URL -- They need to try copying and pasting the full link provided in the email into their browser, and make sure it ends with /reset_requested and nothing after that. 

  • Their security settings could be interfering -- If the links are not active/clickable, check to make sure they don't have a security setting on their computer restricting these from working.

  • Only one password reset link is valid at a time -- if they’ve submitted more than one password reset request, use the last link received.

PASSWORD_RESET4-INVALID_ERROR.png

➧ They didn't receive the email to confirm email address

Provide these steps to them:

  1. Check to make sure you did not misspell your email address
  2. Check your spam/trash folders. If your email program has a sensitive spam filter, especially for new senders, the message could be in your spam/trash. (Search for mail from "swimtopia.net" or "teamtopia.net"​)
  3. If you do not find it, check with the mail provider (MSN, Hotmail, Yahoo, Gmail, corporate...) and see if something is keeping the emails from reaching your inbox.

➧ They received an error that their email address is in use

Even if they've never registered with this team, if they have been affiliated with another team using SwimTopia's team management platform, they can sign in with the same credentials.

If they try to create a new account, but we see that an account already exists using the same email, they'll see a message that their account already exists and to sign in.

CREATE_NEW_ST_ACCT8-EMAIl_IN_USE_ERROR.png

➧ SwimTopia Dashboard: You are not currently active with any SwimTopia organizations...

DASHBOARD-NOT_AFFILIATED_WITH_TEAM_MSG.png

This message is typically presented when they already have an existing my.SwimTopia account (from a previous season or a different team), but that account isn't fully linked to their profile on a team site yet.

Send the following steps and information:

  • Click the Activation Link: In the activation email, click the "Create your password to activate your account." (or activation) link. This action securely links your global my.SwimTopia account to the team roster.
  • Check Spam/Junk Folders: If you don't see the email right away, search your spam or trash folder for messages from swimtopia.net.
  • Act Quickly: Keep in mind that activation links require an additional verification step if they aren't clicked within 5 minutes of being sent.

➧ Norton anti-virus software is blocking their 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 send for them to try to resolve this issue with Norton:

  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.

➧ They're experiencing odd behavior in general

Clearing Their Session (Cache/Cookies)

If they are experiencing anything strange, there could be some caching/cookies that need to be cleared.

➞ See our Experiencing Issues? - Try Clearing Your Session (Cache/Cookies) article for steps.

➧ Team-Specific Questions/Issues

SwimTopia is the software vendor for your team, and we are happy to help your members with technical issues, but members need to contact your team admins first, so you can decipher what needs our assistance in case they are asking team-specific questions (registration, practice, schedule, payment/refunds, meet details, rules, etc.).

Teams usually provide a contacts page or "Contact Us" form on their website. Please make sure you communicate this process to your families.

➧ Technical Account Questions/Issues

Our Customer Happiness Team is happy to help with any technical issues you are unable to solve with your members. ➞ See our SwimTopia Support Options for assistance

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