All messages sent in a session's chat window can be seen by all members of the team. For example, all players can see the coach's messages, and players can see each other's responses.

Due to the shared nature of the chat window, we recommend using this chat window specifically for that assigned session.

If you simply add additional users to your subscription, the end-date of the subscription will not change. However, the cost will be adjusted by Stripe to factor in the new users by calculating the new full year cost minus the unused duration of the previous cost. Information for this change will be included on the next invoice.

If you change the subscription type from monthly-annual or vice versa, the end-date will change according to the subscription type.

• Double-check your email and password are correct and case-sensitive.

• Try a password reset: Use the "Forgot Password?" link on the login page to reset your password.

• Check your internet connection: A weak or unstable connection can cause login issues.

Still can’t log in? Reach out to our support team—we’ll help get you back in.

• Check your Facebook connection: Make sure you're logged into Facebook on your device and that your account is active.

• Clear your browser cache or app data: Stored data can sometimes interfere with social login.

• Try a different browser or device: This can help isolate the issue.

Still stuck? Contact our support team and let us know what error you're seeing.

• Make sure you're logged into the correct Google account: You may be trying to log in with a different account than the one linked to your profile.

• Check browser settings: Try clearing cookies and cache, or use an incognito/private window.

• Use another device or browser: This helps rule out browser-specific issues.

Still not able to log in? Send us a message and we’ll sort it out quickly.

Password Reset:

• If you've forgotten your username or ID, visit our login page and look for the "Forgot Password" link.

• Click on it, and you'll be prompted to enter your registered email address.

• Follow the instructions sent to your email to reset your password securely.

Contact Support:

• If you're unable to reset your password or find your ID using the above methods, reach out to our support team for personalized assistance.

• Check your spam or junk folder: Sometimes password reset emails can end up there.

• Make sure you're using the correct email address: Double-check that you're entering the email linked to your account.

• Wait a few minutes: Email delivery might take a couple of minutes, especially during high traffic times.

Still not receiving it? Contact our support team. We’ll help you reset your password manually and ensure your email is correctly registered in the system.

This could be caused by a few different things:

• Session timeout for security: For your safety, the system logs you out after a period of inactivity. Try to save your work regularly.

• Logged in on multiple devices: Logging in from multiple devices may sometimes trigger auto-logout for account security. Stick to one device when possible.

• Browser settings or extensions: Certain browser settings or ad-blockers can interfere with session tracking. Try updating your browser or disabling extensions.

Still having trouble? Reach out to our support team so we can investigate your case directly.

If you are having trouble importing data, here are some of the steps you can take:

• Check file format and size: Make sure you're using the correct file type (e.g. CSV, Excel) and that it doesn’t exceed the upload size limit.

• Follow the import template: If we’ve provided a template, make sure your data follows that format exactly.

• Look for errors in your data: Incomplete rows, duplicate IDs, or invalid characters can cause issues.

Still stuck? Contact our support team and send us the file you're trying to import—we’ll help troubleshoot.

If you are having trouble exporting data, here are some of the steps you can take:

• Check your export settings: Make sure you've selected the correct data range or filters before exporting.

• Wait a few minutes: Large exports may take some time to generate.

• Try a different browser or device: Some browsers handle downloads differently.

Still not working? Contact our support team and let us know what you’re trying to export—we’ll assist you directly.

If you are having trouble accessing your data, here are some of the steps you can take:

• Check your user permissions: You might not have the right access level to view or edit that data. Ask your team admin to check your role settings.

• Refresh the page or log out and back in: Session issues can sometimes block access temporarily.

• Try a different device or close the current browser: This can help rule out local device issues. Sometimes, logging in from a fresh browser session also works.

If none of the above helps then please contact our support team so we can look into your account directly.

Don’t panic – your data might still be recoverable. Let’s see if any of the following steps work :

• Double-check your filters or date ranges: Sometimes data appears “missing” if the wrong filters are applied.

• Confirm you're logged into the right account: If you have multiple accounts or teams, you might be viewing an empty one.

• Contact support immediately: Let us know when the data went missing and what type it was (e.g. player info, drills, stats). We’ll investigate and assist with recovery if possible.

If you can't find your verification email, here's what you can do:

• Check Spam or Junk Folder: Sometimes verification emails can get filtered into the spam or junk folder by mistake. Check these folders in your email account to see if the email is there.

• Wait a Few Minutes: In some cases, it may take a few minutes for the verification email to arrive. Wait for a little while and then check your inbox again.

• Resend Verification Email: If you haven't received the verification email after waiting and checking your spam folder, try resending the email from the verification page on our website or platform. Look for a "Resend Verification Email" option and click on it.

• Double-Check Email Address: Ensure that you entered the correct email address during the registration process. If you accidentally mistyped your email address, you won't receive the verification email.

• Check Email Settings: Verify that your email account settings are configured correctly and not blocking emails from unknown senders or domains.

• Contact Support: If you've tried the above steps and still haven't received the verification email, contact our support team for assistance. Provide them with your account details, including the email address you used to sign up, and they'll help you resolve the issue.

If you are having trouble inviting new members to your team, here's what you can do:

• Check your user role: Only Admins or Owners can send user invitations. Please make sure you have the necessary permissions.

• Verify the email address: Double-check that the email address you’re entering is correct and hasn’t already been used.

• Resend the invitation:

1. Sometimes emails don’t go through on the first try. You can resend the invite by clicking "Send invite email again" under the Pending Invitations tab in Security & Settings (left panel of the main page).

2. You can also send a new invitation by clicking the "Invite Users" button next to the Search bar. We use two-step verification for new user registration. After the new user receives the invitation email, they should follow the instructions to create a Sunbears account. Once the account is created, a second verification email will be sent—click the link in that email to verify the account and start using Sunbears.

Still having trouble? Contact our support team with a screenshot or the email address you’re trying to invite, and we’ll help you out.

To subscribe to our newsletter, visit our homepage and scroll down to the bottom.

On the lower left side of the landing page, click “Join our Newsletter” and enter your email address.

To ensure our emails don’t end up in your spam folder, please add our sender address to your contacts.

If you still don’t see our emails, feel free to contact us—we’ll double-check that you’re subscribed and receiving the latest updates.

• Make sure your device is supported: Most modern tablets and touch-enabled laptops work well, but older models may have limitations.

• Update your browser or app: Outdated software can affect responsiveness.

• Calibrate your pen or touchscreen: On some devices, manual calibration improves accuracy when drawing or writing.

Still not working properly? Let us know your device model and operating system so we can help troubleshoot.

• Use a supported browser : Sunbears is web-based, so we recommend using the latest version of Google Chrome, Safari, or Microsoft Edge for the best experience.

• Check your internet connection: A stable connection is essential, especially when using features like video playback or drill animations.

• Clear your browser cache: Cached data can sometimes cause display or performance issues. Try clearing your mobile browser’s cache and refreshing the page.

• Try switching browsers or devices: If one browser isn’t working well, switching to another often resolves the issue.

Still having trouble? Contact our support team with your device type, browser, and a description of the issue. We’ll help you get back on track.

• Make sure you have the latest version: Open the Google Play Store, search for Playback, and check if an update is available.

• Restart the app or your device: This often resolves temporary glitches or loading issues.

• Check your internet connection: A stable connection is needed for smooth playback, especially for video or animation features.

• Clear the app cache: Go to your device settings → Apps → Playback → Storage → Clear Cache.

Still having issues? Contact our support team with details about your device, Android version, and the issue you're experiencing. We’re here to help