Why can't I use Sideline Pro with my Team Number account?

Please read the information below to understand why Sideline Pro and its feature set are not compatible with Team Number accounts at this time. 

Why can't I use Sideline Pro with Team Number?

Sideline Pro and Team Number are treated as two separate Sideline account types. Sideline only allows you to choose one account type at a time, thus the reasoning why you cannot have both on your account simultaneously. 

Additionally, Team Number requires a specific account set up behind the scenes in order for the service to work properly shared across multiple devices, and our Sideline Pro features have not yet been designed to work alongside Team Numbers.

How did this happen?

The Sideline Pro subscription is automatically offered outside of the Sideline app through your app store, but the Pro subscription is only offered to qualifying* customers within the Sideline app Settings. Unfortunately, we have no control over what the app store offers as an upgrade. 

We understand how frustrating this may be, but unfortunately, we have no control over Apple or Google Play's subscription process if it occurs outside of our own application, but we will do our best to advise on the next steps.

What's Next?

At this point, you now have a Team Number account paired with a Sideline Pro subscription with incompatible features. It is important to decide which features you want; the Team Number features or Sideline Pro features. 

Team Number vs Sideline Pro

Team Number

If having a shared number across multiple devices is the top priority for you, you might want to consider keeping your Team Number account for now. 

To continue with Team Number, you'll need to do is cancel your Sideline Pro subscription to prevent any charges for features that are not being offered to you.

Sideline Pro

If the features of Sideline Pro are of greater value than having a number shared across multiple devices, then it might be worth closing your Team Number account and moving forward with Sideline Pro. 

What you need to do:

1. Close your Team Number subscription
2. Resubscribe to an individual Sideline account 

More information can be found in this article: How do I change my Team Number account to Sideline Pro?

Can I get a refund?

iOS:

Sideline does not have the ability to process refunds since all purchases are strictly handled & processed through the iTunes store. To request a refund through Apple, follow the steps below.

1. Click on this link to begin the process with Apple 
2. Log in with your Apple ID
3. Find Sideline in your 'Purchases' list
4. Click on 'Report a Problem'
5. In the 'Choose Problem' dropdown, select 'Didn't mean to purchase this item'

Android: 

1. Visit Google's website and follow the instructions on how to request a refund.
2. You can also request a refund from Sideline by reaching out to our support department and providing the following information: 
   • Copy of your Google Play receipt that shows your subscription purchase
   • Order Number for the purchase 
   • Order Numbers should be in the format: GPA.1234-5678-9123-45678

If you have further questions or concerns regarding Team Number and Sideline Pro after reaching out to Apple, please submit a request.