Signing in
I never got the invitation. Search your mail for "Sideline" or team@sidelinemoments.com, including spam, junk, and promotions. If it is not there, ask your coach to open Members and select Resend invite.
The temporary password does not work. It is case sensitive, so copy it exactly, and it expires seven days after it was sent. Ask your coach to resend the invitation, which issues a new one.
I signed in at sidelinemoments.com and nothing happened. The app is at app.sidelinemoments.com. The Log in link on the main site takes you there. Old bookmarks of the main site are forwarded automatically.
I forgot my password. Select Forgot your password? on the sign-in screen. The code arrives by email and lasts an hour.
Watching
The game page says No clips yet. The coach has not cut this game's plays yet. Clips appear as soon as Cut & upload finishes.
My kid's reel is empty. A player only appears on a reel once someone has tagged them in a clip. Open the game and tap your player's number under In this clip on the clips they are in, or ask the coach.
A clip plays black or does not play. Give a freshly uploaded clip a minute: Sideline makes a phone copy of every clip that plays in every browser. Until then a clip uploaded from a phone in HEVC format may not play in some browsers. If it still will not play after a few minutes, the coach can re-export it. See Uploading clips.
Videos are slow to start or use a lot of data. Turn on Data saver on the game player or next to Play reel. It plays a smaller copy and is remembered on that device. See Watching.
A photo shows "No preview for this format". It was an iPhone HEIC photo uploaded before Sideline converted them. Download still works. Re-uploading the photo from the phone converts it and it will show for everyone.
Clip film
I do not see Clip film in the menu. It is coach-only. Parents do not see it.
Choose game film does nothing, or the video will not play. The recording has to be a file the browser can play: MP4 or MOV with H.264 video is safe. Some cameras write formats the browser cannot decode; export the game from the camera's app as MP4 first. Very large files are fine; the size is not the problem.
These plays were marked on a different file. The marks on this game were made against a different recording, so their times will not line up. Open the file they were marked on, or if this really is the same game exported again, expect to nudge the plays.
Saved on this computer only, will retry. You are offline or Sideline could not be reached. Keep marking; the marks are safe on this computer and will save to your account when the connection is back.
Exact frames is greyed out, or "using Fast cuts instead". Your browser cannot encode video. Chrome or Edge on a Mac or Windows computer can; Safari and Firefox often cannot. Fast cuts are lossless but can start up to a second early.
Cut failed on one play. Sideline retries an Exact failure as Fast automatically. If a play fails both ways, nudge its start a second or two and try again; the trouble is usually a damaged stretch of the recording right at that mark.
Upload failed. Check the connection and select Cut & upload again; only the plays that did not finish are redone. On the Upload page, pick the same file again for the same game and a big file picks up where it stopped.
Trimmed since upload. You changed a play's start or end after it was uploaded. Cut & upload again replaces the old clip.
The folder picker did not appear. Saving clips to a folder needs Chrome or Edge. Other browsers download each clip instead.
Something else
Email team@sidelinemoments.com with the team name and what you were doing. Screenshots help.