If a staff member says they cannot see their staff access when they log in, the most common cause is that they are logging into a different account than the one that has their staff role.
This usually happens when someone has two separate logins:
A personal email account tied to their household and player registrations
A club-provided email account that has their staff roles, permissions, and team assignments
Best practice is to use one account for both parent and staff needs. In most cases, the simplest fix is to remove staff access from the duplicate staff account and reassign it to the user’s primary account.
What you’ll find in this article
How to identify a duplicate account situation
How to move staff access to the correct user account
How to get help deleting the duplicate account
Before you start
This is available on the web browser only.
You will need permission to manage staff roles and team assignments.
Step 1: Unassign the duplicate staff account from teams
In the left navigation menu, go to Teams and then Assign Staff.
Filter by the Program the staff member is tied to.
Filter by the staff member’s Last Name.
Unassign them from any and all teams.
This prevents conflicting assignments while you move their access to the correct account.
Step 2: Remove staff roles and permissions from the duplicate staff account
Go to Staff and then Manage Staff.
Open the staff member’s profile.
Select the Roles & Permissions tab.
Uncheck their role.
Click Save.
When you remove the role, the staff permissions tied to that account are also removed.
Step 3: Assign staff roles and permissions to the correct User account
Go to Users and then Manage Users.
Find the user’s primary account (typically the personal email they use for their household).
Open the Roles & Permissions tab.
Assign the appropriate role(s) and permissions for their staff responsibilities.
Click Save.
Step 4: Update the publicly displayed staff email (optional)
If your club wants a staff email address to display publicly:
Go to Staff and then Manage Staff.
Open the staff member’s profile.
On the Public Profile tab, enter the club-provided email as the public-facing email address.
Click Save.
Step 5: Reassign the staff member to their teams
Return to Teams and then Assign Staff.
Assign the staff member back to the appropriate teams using the correct role rules for your club.
Click Save.
Delete the duplicate account (Support required)
If you need the duplicate staff account removed after staff access has been moved, contact Support:
If you run into issues
If the staff member still cannot see staff access after this update, confirm they are logging into the correct email address and that their role includes the teams or programs they need.
If you cannot find the correct user profile, search both Users and Staff lists by last name to confirm which account currently holds staff access.
FAQs
Why can’t a staff member see their staff access when they log in?
The most common cause is that they are logging into a different account than the one that has their staff role.
What’s the recommended approach for duplicate accounts?
Best practice is to use one account for both parent and staff needs by removing staff access from the duplicate account and reassigning it to the user’s primary account.
Do I need Support to delete the duplicate account?
Yes. If you need the duplicate staff account removed after moving access, contact Support at support@sprocketsports.com.
What should I check if staff access still isn’t showing?
Confirm the staff member is logging into the correct email address and that their role includes the teams or programs they need.