Frequently asked questions¶
Accounts¶
Do I need to install an app? : No — MusterSheet is a website that works in any modern browser on any phone, tablet, or computer, and no installation is required. If you use MusterSheet regularly, you can add it to your iPhone or Android Home Screen and open it like an app — see Install on your phone (optional). There's no app store and nothing to update either way.
Can I change my email address? : Not currently — your email is permanently tied to your account. If you must move to a new address, contact support.
I have several roles — director, judge, booster parent. How many accounts do I need? : One. Roles are attached to your single account as hosts and booster groups invite you.
Can I get back into an account if I forgot everything? : If you know the email, use Forgot password? on the sign-in page. See Signing in & passwords.
For directors¶
Why does my performance time say TBD? : The host hasn't published the schedule yet. You'll be notified when they do.
Why is there a card processing fee on my registration payment? : At some competitions the host receives card payments directly, and a small fee — shown before you click, capped at what the card actually costs — is added so the host receives the full registration fee. Paying by mailed check avoids it. See Pay your registration fee.
We paid by check — why does it still say Payment Due? : The status flips when the host receives your check and logs it. Mail time plus a busy host can take a week or two; if it's been longer, call the host (their number is on the competition page).
Can another director at my school see our registrations? : Yes — add them as a co-director on your band profile. Co-directors see everything the primary director sees.
Where do I download my scores? : There's no download — your judges packet lives on the site permanently, audio and all, under My Competitions.
For hosts¶
Can I change fees or classes after registration opens? : Yes — the Classes & Fees tab stays editable. Just be thoughtful: bands that already registered saw the old numbers, so communicate changes.
A judge canceled the night before. What do I do? : Invite the replacement from the Judges tab like any other judge — an existing account attaches instantly, a new one takes the invitee two minutes. Remove the original assignment.
What happens if it rains? : Use Push schedule on the Schedule tab to shift the day, and a Broadcast Announcement (type: Weather) from the Command Center to tell fans and directors at once.
Do I have to pay to host a competition? : Hosting requires the Host tier ($199/yr) or the full Program tier — but during the 2026 beta season it's free. The first time you click Create Competition you'll land on an unlock page; one click and you're hosting, no card. Managing a competition you already created is never gated. If your band's booster organization is on the Program tier and linked to your band, you're covered automatically. See Create your competition.
For fans¶
Do fans need accounts? : No — the live schedule, shoutouts, and results all work without signing in.
My shoutout wasn't read. Can I get a refund? : Talk to the host at the event. As the form notes, the host makes every effort but messages can be edited or skipped during moderation.
Can I vote for Fan Favorite more than once? : You get one vote per competition, but you can change it as often as you like until the awards ceremony begins — your new vote replaces the old one. See At the stadium.
For booster organizations¶
Why don't I see Booster Organization? : On a phone, open the menu button on the left; on a wider screen, open your initials menu. If it is missing from both places, your band may not use MusterSheet's booster tools yet or your account may not be connected to the organization. A director or booster officer creates the organization; an officer adds staff or invites parents; families can also request a private link using the parent email address already on the roster. See the Booster overview.
Does every parent have to buy Booster or Program access? : No. Booster is one annual purchase for the booster organization or school, not a per-parent or per-student charge. Program includes the same booster access plus competition-hosting tools. Families use the connected portal as part of the organization's access.
What happens to our records if the trial or subscription ends? : Nothing is deleted. The organization becomes read-only: officers can still view and export records, but new entries, payments, invitations, RSVPs, and other changes pause until access is active again. See Trial, billing & online payments.
Do I need my band director to sign up first? : No. A booster officer — president, treasurer, or parent — can start the organization with just a name, school, and fiscal-year start month, and everything works right away: roster, fees, payments, fundraising, calendar, the trial, and the Booster subscription. If the officer chooses Integrated Accounting, the ledger and other bookkeeping tools work before linking too. When you're ready, hand the band link code from Settings → Band Link to your director so they can link the band. See Start the booster organization.
Can a booster president create the organization? : Yes. Choose I'm a booster officer on the start-an-organization wizard — you become the first president. (A band director can still create it too; on that path the organization is born already linked to the band.) See Start the booster organization.
Money & security¶
Is it safe to pay by card? : Card payments are handled by Stripe, one of the internet's largest payment processors — the same company behind checkout at millions of businesses. Your card number goes to Stripe, never to MusterSheet or the host.
Who sees my student's booster balance? : You (and other linked parents of the same student), and your booster group's officers. Other parents cannot browse the roster or see your student's account. A private email link contains only students matched to that address, while an officer-created 10-minute code or family QR flyer contains only the students the officer selected for that family.
Why am I being asked to review an updated Privacy Policy? : The September 13, 2026 update explains coarse operational diagnostics used for troubleshooting: browser and operating-system families, device class, and viewport size bands. A session diagnostic cookie carries the latest browser observation. It contains no unique device identifier or exact screen dimensions. See the Privacy Policy for the collection and retention details.
Existing accounts must review the update and acknowledge it before continuing. If a save was interrupted, acknowledge the update, then retry that action. Queued judge work is kept while acceptance is required. You can choose Not now — sign out instead. Blocking this diagnostic cookie does not block core workflows.
Can support tell which phone I use or whether my keyboard is open? : Diagnostics report approximate categories, not a verified device identity. A viewport can shrink because of window size, rotation, zoom or a keyboard; a short viewport alone cannot identify the cause. A cookie may reflect an earlier observation or another browser window. Include your device/browser, what you tapped, and what appeared when reporting a problem.
Still stuck?¶
If your question isn't here, the person who invited you — the competition host, your booster treasurer, your director — is usually the fastest answer. They can see the same screens you can. For an account or product problem they cannot solve, see Contact support.