For help adding Staff accounts, please see guide here.
For help adding Athlete/Player accounts, please see guide here.
Managing User Accounts
To Manage all things user account related you must have the 'Club Administrator' user role which can only be allocated by TSO. This user role is typically limited per organisation for those who will be leading the management of the system.
Go to System > Manage users
To remove user accounts (prevent a user logging in) go to System > manage users > find the user in question from the list and click the deactivate link below the green light. This will then turn red and hide that user from the list.
TIP: A good tip to help locate users is to use a browser search function. On windows you hold Ctrl and press F, with Mac it is Command and F.
This then allows you to search the page for keywords i.e. the users name in this case.
I would recommend you also remove the user from the teams they are associated with (assign players/staff to teams). In often cases organisations have a ‘past players team’ or similar that they assign departing players to. This allows them to access any data they may need to use in future such as medical.
Deactivated accounts can be seen by clicking the Show Inactive accounts button. You can reactivate accounts by clicking the reactivate link below the red light.
Reset a Password
You have 2 ways of resetting a password:
1. Manual reset:
Find the user account in System > Manage Users
Click the Edit option on the right hand side which will redirect you to either the Manage Staff or Manage Player page dependent on account type.
Check the option to update account > manually create a password and notify the user.
2. Welcome Email:
Find the user account in System > Manage Users
Click the link /text 'Send Welcome Email'. This will email the address you can see on the user account with a link that allows the user to create their own password. The email contains the username. The link in the email expires after 24 hours so please inform the person to activate it before then or another will be needed.
Troubleshooting
Below is a list of common issues that can be easily rectified by club administrators:
Users cannot log in
Make sure the user is assigned to at least one team and their user account is not locked out.
Locked out accounts can be seen in System > Manage Users > simply find the user in the list > the locked-out check box will be checked > click the unlock text to unlock.
In this case, you may also want to change their password by manually creating one (edit option on the right > enter manual password in the update account details section of the wizard).
OR you can use the send welcome email option (found on the left-hand side of the manage users table). This sends an email (to the address you used on creation of the user) allowing him/her to set up a new password.
The User has been archived
Go to either system > manage players or system > manage staff to check the user hasn't been archived.
You will see this by either a Red or Green Traffic Light at the side of their name.
You can Restore accounts by clicking the cog on the person and clicking Restore.
I cannot see a user account on System > Manage Users
Make sure the user has an account > you can check this by searching the user in manage staff/player pages and clicking edit on the cog wheel.
Make sure you click the ‘Show Inactive Users’ option at the top right to check a user has not been deactivated.
A user is not receiving the welcome email
Check the address on their user account is correct.
Ask the recipient to check their Junk or Spam folders.
Contact The Sports Office (on the below contact details) who can check our email tracking service for issues. Please be aware that we can only control sending the email from our server, some email servers may block the email from arriving which is out of our control.
The Sports Office Contacts
Please use the following support channels to help further with any related questions/issues you may be having with your system.
Telephone:
0330 058 0303 - Our phone line is open Monday to Friday from 8:30am to 4:30pm
Email:
For Clients using the Premier League PMA system:
For all other Client:
For Clients from the IRFU:
Chat:
Our interactive chat bubble in the bottom right of your platform
Someone will aim to reply to your email within 24 hours given it isn’t on a weekend.