Team SPG Help
Frequently Asked Questions
Find quick answers to common questions about Team SPG.
Account & Access
How do I reset my password?
- Go to the login page
- Click "Forgot Password?"
- Enter your email address
- Check your email for reset instructions
- Click the link and set a new password
Why can't I log in?
Common reasons:
- Wrong email - Check you're using the correct email
- Expired invitation - Ask your admin to resend
- Deactivated account - Contact your company owner
- Browser cache - Try clearing cookies or incognito mode
How do I change my email address?
- Log in to your account
- Go to Profile (click your name in top right)
- Update your email
- Verify the new email address
Can I have multiple accounts?
Yes, if you work for multiple companies, you can have separate accounts with different email addresses.
Team Management
How many team members can I add?
Seat limits depend on your membership level. View your current usage and limit in Settings > Subscription, or compare membership levels at teamspg.com.
What's the difference between roles?
| Role | Can See | Can Do |
|---|---|---|
| Owner | Everything | Everything |
| Leader | All team data | Manage coaching, view reports |
| Manager | Direct reports | Assign courses, schedule coaching |
| Technician | Own data only | Take courses, view own KTIs |
| CSR | Own data only | Take courses, view own metrics |
How do I remove a team member?
- Go to Team Accounts
- Click the member's name
- Click Deactivate Account
- Confirm
The account is deactivated (not deleted) and data is preserved.
KTIs & Performance
Where does KTI data come from?
KTI data can be:
- Imported from your field service software
- Manually entered by administrators
- Synced automatically via integrations
How often is data updated?
- Manual imports: When you upload
- Integrations: Daily sync (typically overnight)
- Real-time: Some integrations support real-time
What's a good conversion rate?
There's no single right number — it varies by trade, market, and call mix. Set your targets under KTIs > Goals, and lean on your Team SPG coach to pick realistic goals for your business.
Can technicians see each other's KTIs?
By default, no. Owners can enable this in Settings > Dashboard Visibility by checking "Team KTIs" for the technician role.
Courses & Learning
Are courses available offline?
Premium members can download lessons for offline viewing. Progress syncs when you're back online.
How do I get my certificate?
- Complete all lessons in a course
- Pass all quizzes (70% or higher)
- Certificate generates automatically
- Download from your course completion page
Can I retake a quiz?
Yes, wait 24 hours after a failed attempt (or as configured by your admin), then try again.
How do I assign courses to my team?
- Go to the course you want to assign
- Click Assign Course
- Select team members
- Optionally set a due date
- Click Assign
Coaching
How do I schedule a coaching session?
- Go to Coaching
- Click Schedule Session
- Choose session type (1:1 or group)
- Select attendees
- Pick a date/time
- Submit
What if I need to cancel?
- 24+ hours notice: No penalty
- Less than 24 hours: Session forfeited
- No-show: Session forfeited
How many sessions do I get?
Your session allowance depends on your membership level. Your current usage is shown at the top of the Schedule page, and you can compare membership levels at teamspg.com.
Billing & Subscription
How do I upgrade my plan?
- Go to Settings > Subscription
- Click Upgrade
- Select your new plan
- Complete payment
Upgrades take effect immediately.
Can I downgrade my plan?
Yes, contact support at support@teamspg.com. Downgrades take effect at the next billing cycle.
What payment methods do you accept?
- Credit cards (Visa, MasterCard, Amex)
- ACH bank transfer
- Invoice (Enterprise plans)
Is there a contract?
No long-term contracts. Monthly plans can be cancelled anytime. Annual plans are billed yearly with a discount.
Technical Issues
The site is slow. What should I do?
Try these steps:
- Refresh the page
- Clear browser cache
- Try a different browser
- Check your internet connection
- Contact support if issues persist
Why aren't my changes saving?
Common causes:
- Lost internet connection
- Session expired (log in again)
- Required fields missing
- Browser extensions blocking requests
The dashboard shows wrong data
- Check the date range filter
- Verify data import was successful
- Clear browser cache and refresh
- Contact support if data is still wrong
I'm getting an error message
Screenshot the error and:
- Note what you were doing
- Contact support@teamspg.com
- Include the screenshot and details
Privacy & Security
Is my data secure?
Yes. Team SPG encrypts data in transit (SSL/TLS) and hosts on secure, professionally managed infrastructure with routine security reviews.
Who can see my performance data?
Access is controlled by your company:
- Owners see everything
- Managers see direct reports
- Technicians see only their own data
Check with your company owner about specific visibility settings.
Can I delete my data?
Contact support@teamspg.com to request data deletion. We comply with GDPR and CCPA requirements.
Still Need Help?
Can't find your answer?
- Email: support@teamspg.com
- Phone: (941) 477-6348
- Contact Form: teamspg.com/contact-us
- Hours: Monday - Friday, 9am - 5pm EST
We typically respond within 24 hours on business days.