Sometimes a user exists in Sprocket Sports, but they still cannot log in. This is usually because their profile was created in the system, but the user never completed account setup. This is commonly referred to as a shell account.
Shell accounts are common and typically easy to resolve once you identify why the account was created.
What you’ll find in this article
What a shell account is
The two most common reasons shell accounts happen
How to find users who do not have an active account
How to resend an invite and get the user fully set up
A key communication note to be aware of
Before you start
This workflow is available on a web browser only.
You must have permission to access Users and manage user profiles.
What is a shell account?
A shell account means a user’s basic information exists in Sprocket Sports, but their account has not been fully set up. As a result, the user cannot access the system until they complete the invitation and finalize setup.
Common scenarios that create shell accounts
Household invitation expired
When a parent or guardian is added to an existing household, they are invited to join and complete account setup. If they do not accept the household invitation within 14 days, the invitation expires and the account remains in a shell account state.
Staff accounts created during implementation
During implementation, Sprocket Sports may create user accounts for staff members ahead of launch. Between account creation and when the club is ready to have staff finalize setup, those staff accounts can temporarily exist as shell accounts.
How to identify shell accounts
In the left navigation, select Users.
Select Filters.
Open the Members Without Accounts dropdown.
Choose one of the following, then select Search:
Exclude
Include
Only
Find the user and select their Last Name to open their profile.
On the right side of the profile, look for Invite User under Account Options.
If Invite User is available, it is a strong indicator the user is in a shell account state.
How to fix a shell account
If the user is a parent or guardian
The user needs to complete account setup by accepting their invitation.
Depending on the situation:
The user can accept the existing invitation if it is still valid, or
The primary user on the household can re-invite them to the household if the original invite expired
If you are helping from the admin side, you can also select Invite User from the user profile to resend the invitation.
If the user is a staff member
Confirm the email address on the user profile is the staff member’s correct email address.
Review the user’s Roles & Permissions to make sure they have the correct access.
Return to the user’s profile and select Invite User to send the invitation.
Important note about communications
Shell accounts are included as recipients for messages sent through the Communications tab in the left navigation. This means a user may be selected to receive emails even if they have not finalized their account setup yet.
If you run into issues
If the user still cannot log in after being re-invited, confirm the email address is correct and that they are checking the right inbox. If the user’s email is already in use or you believe multiple records exist for the same person, reach out to your Client Success team for help reviewing and resolving the account state
FAQs
What is a shell account?
A shell account means a user record exists, but the user has not completed invitation-based setup and cannot log in yet.
How long does a household invitation stay valid?
If a parent or guardian does not accept the household invitation within 14 days, the invitation expires.
How do I find users who don’t have active accounts?
Use Users → Filters → Members Without Accounts, then search and look for Invite User under Account Options.
Can shell accounts still receive club emails?
Yes. Shell accounts are included as recipients for messages sent through the Communications tab.