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Must know
  • Payment and invoice emails go only to the adult who pays that invoice.
  • Schedule, attendance and progress emails go only to adults whose access to the athlete includes that area.
  • Each adult’s email and text settings are their own, so one person opting out doesn’t affect the other.
  • Shared access starts with no athlete emails. Emails about the athlete reach someone with Shared access only once Receive updates is ticked, and a new share leaves it unticked. Payment emails still follow whoever pays.
Why it happens. Being linked to the same athlete doesn’t mean sharing an inbox. Check these four things.
1

Check how each of you is linked

Open Family in the family portal sidebar (on phones, under More). A Family owner, Co-manager or Guardian in the athlete’s family gets the athlete’s schedule, attendance and progress emails. Someone under People with access on the Shared access card gets them only with Receive updates ticked, only for the areas ticked, and only from the clubs their access covers. With only Receive updates and View schedule, they get class reminders but not attendance or progress emails.
2

Check who paid

Receipts, invoices, payment notices and recurring-charge emails go only to the adult who pays that invoice, even when you’re both guardians. Split the bills, and you split the payment emails.
3

Check whether your athlete is in two families

An athlete can belong to more than one family, such as one per household. Registration and membership notices stay with the family that made the purchase.
4

Check each person's own settings

Under Settings, the Account Settings page has Email Preferences, with a Subscribed or Unsubscribed switch per club that covers only you. Texts need your own consent under SMS Notifications. Delivery paused there means no club email is reaching that address, receipts included.
Never a duplicate. Each adult who should get a notice gets one copy, even if linked to the athlete more than one way. Changing what someone gets. Only a family owner or co-manager can change Shared access, with Review access on the Shared access card, so ask them if that isn’t you. See How do I give someone limited access to one of my athletes?. Related: What notifications and emails will I receive? · How do I change someone’s role, remove them or leave a family? · How do I stop or restart emails from my club? · How do I turn text message notifications on or off?