Why this happens
When a parent creates a 360Player account through Apple ID with the Hide my email option (or any other email-relay service), the address 360Player receives is a relay — typically ending in privaterelay.appleid.com. The parent never sees mail sent to that relay unless Apple forwards it, and the relay address can't be used to send invoices or payment receipts reliably.
To get a real billing email on file, you have two options. The first one is cleaner — try it first.
Option 1 — Ask the parent to update their email (preferred)
The parent updates their own email from inside their 360Player account:
Open the user menu (bottom-left on desktop, the avatar menu in the app).
Go to Account settings → Login & security.
Edit the email field and enter the email they actually use.
Save and confirm via the verification email.
This keeps the address under the parent's control and works for any relay service, not just Apple.
Option 2 — Add it from the admin side
If you can't reach the parent or they need the change made immediately, an admin can edit the contact:
Go to Management → Contacts.
Filter by Role = Player and find a player whose parent is missing a billing email.
Open the player's contact, then click the connected parent at the top of the profile.
Click Edit and enter the billing email the parent has given you.
Save.
Known workaround. The admin edit form currently re-applies required-field validation to fields the parent never filled in at signup. If you see an error about missing fields, enter a full stop (.) to satisfy the validator and save. This is a known issue — we're tracking a fix to relax validation in the admin override flow.
Find parents who still need a billing email
To audit who's affected: go to Contacts, filter Role = Player, and look for players where the billing email column is empty or shows a privaterelay.appleid.com address. See How to update your contact database for the full audit checklist.