This FAQ is a quick starting point for common questions about opt-ins, delivery status, and text messaging best practices. For step-by-step instructions, each answer links to the full article so you only have to maintain details in one place.
What you’ll find in this article
The most common admin questions, answered at a high level
The best article to reference for the full steps
A simple troubleshooting order when someone says “I’m not getting messages”
Before you start
For club-wide email history, you’ll typically need Communications > Admin Communications.
Some workflows are web-only or mobile-only depending on the feature.
Opt-ins and communication preferences
A parent says they are not receiving messages. Where should I start?
Start by confirming what they have opted into, then work backward from what was sent.
Go here first:
Viewing a User’s Communication Preferences
Do members need to opt in for text messages (SMS)?
Yes. SMS requires an opt-in through notification settings, and SMS availability depends on your club’s setup.
Reference:
Text Messaging Explained
Viewing a User’s Communication Preferences
Finding what was sent and when
Where do I see sent emails?
Use the Email page’s Sent status view and filters to locate the message.
Reference:
Searching for Sent Emails
What is the fastest way to find an email sent to one specific person?
Use the Sent To Email filter.
Reference:
Searching for Sent Emails
What are system generated emails, and how do I find them?
System generated emails are automatic messages like receipts and confirmations. You must turn on the System Generated filter to view them.
Reference:
Finding System Generated Emails
I cannot find the email I expected. What should I check?
Most misses come down to filters, status, date range, or the email being system generated.
Reference:
Searching for Sent Emails
Finding System Generated Emails
Recipient targeting
What is the best way to email a whole team?
Use Team Search so you pull a team’s dynamic membership list, including players, parents, and staff.
Reference:
Selecting Email Recipients
How do I email parents without selecting players?
Use User Search so you can target specific parents or staff types directly.
Reference:
Selecting Email Recipients
How do I email staff without including admins or board members?
Use Staff Search.
Reference:
Selecting Email Recipients
I email the same group repeatedly. How do I save that list?
Create a Saved Group during recipient selection. Saved Groups are tied to the logged-in user and cannot be shared across admin accounts.
Reference:
Creating Saved Groups for Email Communications
Selecting Email Recipients
How do I email a filtered segment from a report?
Run the report, then use the Email option to create a draft with recipients pulled from the results.
Reference:
Emailing from a Report
Text messaging (SMS)
When should I use SMS instead of email?
Use SMS for urgent, time-sensitive updates. Use email when you need more detail, formatting, or links.
Reference:
Text Messaging Explained
What Are Club Announcements
How to Send a Club Announcement
Website inquiries and Club Contacts
What is a Club Contact, and why does it matter for communications?
Club Contacts let you communicate with people who may not have a Sprocket account yet, including prospects and sponsors. Contact Us submissions can create Club Contact profiles.
Reference:
Club Contacts Explained
Where do I view Contact Us form submissions?
Use the Contact Form page under Communications, assuming you have the required permissions.
Reference:
Viewing Website Contact Us Form Submissions
Recommended troubleshooting order
When someone reports missing messages, this order usually resolves it quickly:
Confirm their opt-ins and subscriptions.
Viewing a User’s Communication Preferences
Confirm the message was actually sent and locate it in sent history.
Searching for Sent Emails
If it should have been automatic, check system generated email logs.
Finding System Generated Emails
If SMS is involved, confirm SMS basics and eligibility.
Text Messaging Explained
If you run into issues
If you cannot access the pages referenced above, confirm you have Communications > Admin Communications and any feature-specific permissions required for Contact Form or other admin tools.
FAQs
What is the first thing I should check if someone says they are not getting messages?
Start by reviewing their Communication Preferences to confirm what they have opted into before checking sent history.
Why can’t I see sent emails in my account?
You may not have Communications > Admin Communications permissions, or your filters and date range may need to be adjusted.
Do members automatically receive SMS messages?
No. SMS requires an opt-in through notification settings and depends on your club’s setup.
Can I view both manual and system generated emails?
Yes. Use the Sent status view for manual emails and enable the System Generated filter to view automatic emails like receipts and confirmations.