If a parent or staff member says they are not receiving certain messages, you can check their communication preferences to see what notifications and subscriptions they have turned on.
What you’ll find in this article
How to access a user’s Communication Preferences from the Admin Dashboard
Where to find notification preferences vs email subscriptions
What types of communications are controlled by these settings
Before you start
This feature is available on web browser only.
You’ll need access to Users → Manage Users and permission to impersonate a user.
Step 1: Open the user profile
In the left navigation, go to Users → Manage Users.
Find the user you want to review.
Click the user’s Last Name to open their profile.
Step 2: Impersonate the user
On the right side of the user profile, locate Account Options.
Select Impersonate User.
This opens Sprocket as if you were logged in as that user, so you can view their account settings.
Step 3: Switch to the Household view
In the top right corner, select the Impersonating button.
Choose Household.
This ensures you are viewing the communication settings tied to the household account.
Step 4: Open Communication Preferences
Under Your Account, select Communication Preferences.
Understanding Communication Preferences
Communication Preferences are divided into categories, and each preference can be turned on or off by channel:
Push notifications (mobile app)
Email
SMS (when available for your club)
A user will only receive a message if both the category and the channel are enabled.
Enable Notifications
At the top of the page is Enable Notifications.
This is the master switch for notifications to the user.
At least one channel (Push, Email, or SMS) must be enabled here for any other notification settings to apply.
If all boxes in this row are off, the user will not receive event reminders, chats, or announcements, even if other rows are checked.
All Events
All Events > New or Updated Events
Controls notifications when events are created or updated.
If this is turned off for a channel, the user will still see the events in the app, but they will not receive “new or updated event” notifications by that channel.
Practices
Practices > Reminders
Controls reminder notifications before practice events.
Practices > RSVP Reminders
Controls reminders specifically about RSVPs for practices.
If this is off, the user may not get nudges to update their RSVP, even if event reminders are on.
Games
Games > Reminders
Controls reminder notifications before game events.
Games > RSVP Reminders
Controls RSVP reminder messages before game events.
Games > Live Game Chats
Controls notifications for messages in live game chats.
Games > Scoring Updates
Controls notifications when scores are updated for games.
If a user says they are not getting game day alerts or score updates, check these rows along with the top Enable Notifications row.
Other Events
Other Events > Reminders
Controls reminder notifications for events that use the “Other” event type.
Other Events > RSVP Reminders
Controls RSVP reminder messages for those events.
Chats
Chats > Direct Messages
Notifications for one to one direct messages.
Chats > Team Chats
Notifications for team group chats.
Chats > Team Manager
If a user is missing chat alerts, confirm that both Enable Notifications and the specific chat rows are turned on for the channel in question.
Club Announcements
Club Announcements > Club Announcements
Controls notifications for club wide announcements, such as important updates or general club news.
Turning this off means the user will not receive club announcements on that channel, even if other event or chat notifications are enabled.
Club Email Subscriptions
Club Email Subscriptions control which types of club emails a user receives. These rows typically show Email as the primary channel.
Common categories include:
Club Communications
Content Moderation
Emergency Communication
Event Information
Fundraising
Marketing
If a user is not receiving a particular type of club email, check that the relevant row is enabled for Email and that the top Enable Notifications row includes Email as well.
These settings help explain why someone may receive certain updates but not others, depending on what they have enabled.
If you run into issues
If you do not see the Impersonate option, confirm your permissions for managing users and impersonation. If a user’s settings look correct but they still are not receiving messages, verify the email address on their account and check your sent email history for delivery details.
FAQs
Why is a user not receiving event reminders even though events are on their schedule?
Confirm that Enable Notifications is turned on and that the specific event category and channel (Push, Email, or SMS) are enabled.
What is the difference between Communication Preferences and Club Email Subscriptions?
Communication Preferences control notification categories and channels. Club Email Subscriptions control which types of club emails a user receives.
Why do I not see the Impersonate User option?
You may not have the required permissions under Users → Manage Users. Confirm your role with a club admin.
Do these settings apply to both parents and staff?
Yes. Any user’s notification and subscription settings can be reviewed through impersonation, as long as you have the required permissions.