I'm receiving an error when I try to login

Are you having trouble logging into your Sideline account? If so, please click on the error message you are experiencing (seen below) when attempting to log into Sideline mobile or Web for more information. 

Sideline Mobile Errors

1. "Something Went Wrong - There may be an issue with your connection. Please try again or visit our help center if you need a hand."
2. "Incorrect password. Please try again."
3. "I'm sorry, you've exceeded the number of login attempts"
4. "No account found. Try again or create a new account."
5. "Unrecognized number. The phone number doesn't seem to be associated with a Sideline account. Please try again."
6. (Android only) "Please set your device to the correct date. This is a security requirement (and helpful if you forget what day it is)"
7. Generic error to "Contact Support"

Sideline Web Errors

1. "Invalid phone number or password. Typo perhaps?"
2. Generic error to "Contact Support"

Sideline Mobile Errors

"Something Went Wrong - There may be an issue with your connection. Please try again or visit our help center if you need a hand."

Likely reasons for receiving this message when logging in:

• You may have a weak/unstable network connection
• You're currently connected to a VPN - learn how VPNs impact Sideline
• You're trying to access Sideline while outside of the U.S.
• Your account is currently closed (so our system doesn't recognize your login info) and is pushing an error message when attempting to reset your password/login.

Next step: Please visit the "Something Went Wrong" error message article for further information & details on how to resolve your issue. 

"Incorrect password. Please try again."

Sideline accounts

• What it means: The password you've entered is incorrect. 
• Next step: Please retry your password again or if you can't remember it, we recommend resetting your password.

Team Sharing accounts

• What it means: You may be entering the SIDELINE Team Sharing number and not the team member's mobile number that is registered to the account.  
• Next step: Try logging in with the registered mobile number and password. 

"I'm sorry, you've exceeded the number of login attempts"

• What it means: You've exceeded the maximum number of login attempts to your account and you will be locked out of your account (both Sideline app and Web) for 24 hours.

• Next step: Wait 24 hours and then we recommend resetting your password to avoid another lockout.

"No account found. Try again or create a new account."

• What it means: Sideline cannot find an account associated with your mobile number. This may indicate that you have either closed your account or never had a Sideline account. 
• Next step: If you believe you have an active account or need your account reopened, please ensure your login credentials are correct and contact us for further assistance. If you are new to Sideline, please create an account at this time. 

"Unrecognized number. The phone number doesn't seem to be associated with a Sideline account. Please try again."

• What it means: Sideline cannot find an account associated with your mobile number. This may indicate that you have closed your account, never had a Sideline account or have recently changed the mobile number that is registered to your account. 
• Next step: If you have an active account or need your account reopened, please contact us for further assistance. If you are new to Sideline, please create an account at this time. 
  • If you have recently changed your registered number: Try logging in with your Sideline number (as opposed to your mobile number) and see if you can login or reset your password from there. 

(Android only) "Please set your device to the correct date. This is a security requirement (and helpful if you forget what day it is)"

• What it means: This Android-only error occurs when your device's time and date settings are set incorrectly or the security certificate is disabled or missing. 
• Next Step: Please follow the detailed instructions in this article to easily resolve the issue.

Generic error to "Contact Support" 

If you don't have a specific error but the pop-up tells you to contact support, we have a couple of tips/troubleshooting steps to help get you logged back into your account. 

Troubleshooting steps: 

• Clear your device's browser cache and cookies (instructions for Android or iOS) 
• Disconnect from a VPN (if applicable) - learn how VPNs impact Sideline
• Reinstall app* (please review Minimum device requirements to use Sideline prior to deleting and reinstalling Sideline)

Sideline Web Errors

"Invalid phone number or password. Typo perhaps?"

• What it means: The password and/or phone number (Sideline or mobile number) you've entered does not match what is on your account. 
• Next step: Confirm the phone number you've entered is correct along with your current password. If you can't remember your password, we recommend resetting it.

Generic error to "Contact Support"

If you don't have a specific error but the pop-up tells you to contact support, we have a couple of tips and steps to help get you logged back into your account. 

Before you begin troubleshooting - Are you trying to use Sideline Web while traveling outside the US? If so, this may be the reason you are experiencing issues with the app.

If you are currently within the US, please try these troubleshooting steps: 

• Clear your Web browser's cache and cookies (instructions for Chrome and Safari) 
• Disconnect from a VPN (if applicable) - learn how VPNs impact Sideline

Unable to login - no error but experiencing performance issues

If you are experiencing performance issues while attempting to log in, we recommend trying these troubleshooting steps:

• Clear cache and cookies - on your preferred browser (if using Sideline Web) or on your device (if using mobile.) Click here for instructions.
• Disconnect your VPN (if using on mobile or Web) - learn how VPNs impact Sideline
• Reinstall Sideline (please review Minimum device requirements to use Sideline prior to deleting and reinstalling Sideline)

If you have reviewed the troubleshooting steps below and are still unable to log in, please submit a request.