IN THIS ARTICLE:
Learn how to grant a secondary user access to log into your Family account in the Customer Portal or Mobile App.
- Granting access to secondary guardian accounts
- Re-Sending an Invitation
- Accepting an invitation
- Using the Family Switcher
- Resetting passwords for secondary guardians
- Revoking secondary access
While staff members have the ability to revoke login access for secondary users from the Family details in the Office Portal, they cannot grant secondary access or send/re-send invitations to secondary users.
Granting access to secondary guardian accounts
After logging into your Customer Portal account as the Primary Guardian:
- Navigate to the MY ACCOUNT screen.
- Scroll down to the “Account Information” section.
- Click the “Send Invite Email” button below an existing secondary user’s name to send an invitation for them to be able to log into your Family account in the Customer Portal or Mobile App.
- You will be asked to confirm that you wish to send the email to the email address attached to the user, and will be given an opportunity to change this email address if needed.
NOTE: If you are adding a new secondary user, you will need to save the new user details and add their Email address. Secondary users must have an email address assigned for the “Send Invite Email” button to be displayed.
Re-Sending an Invitation
Invitations are only valid for 48 hours. If a Secondary user does not accept the invitation within this timeframe, you can use the “Re-Send Invite Email” button to send a new invitation to them.
Accepting an invitation
Once you have clicked the “Send Invite Email” button and confirmed that you wish to invite the user to access your family account, they will receive an “Invitation to Access Family Account” email to notify them and provide a link to follow to complete their login information.
After clicking “Submit”, they will be taken to the account dashboard.
At this time, secondary users will have view-only access to any family account to which they have been granted access. The Primary Guardian must accept all required policies and will be the only one who is able to create enrollments or make payments.
Using the Family Switcher
If a Secondary user has been granted access to multiple Family accounts, they can use the “Switch Family” option in the User Menu to switch between the various family accounts. This option can be accessed by opening the User Menu and clicking on the current family name (displayed below their User Name, just above the option to Display current organization/Switch organizations).
Resetting passwords for secondary guardians
Once a secondary guardian has accepted an invitation and completed their account setup, the Primary Guardian will be able to send the secondary user an email to reset their password at any time by clicking on the “Reset Password” button on the user’s profile in the “Account Information” section of the MY ACCOUNT page.
After clicking "Reset Password", the system will display a message alerting the Primary Guardian that a password reset email was sent (and to which email address it was sent).
The secondary guardian will always have the ability to reset their own password by using the "Forgot Password" option when logging into the Customer Portal/Mobile App.
Revoking secondary access
After a secondary user has been granted access to a Family account, the Primary Guardian will be able to revoke access at any time by clicking on the “Revoke” button on the user’s profile in the “Account Information” section of the MY ACCOUNT page.
Once the Primary Guardian has revoked the user’s access, they will receive an email to notify them and direct them to contact the Primary Guardian of the account if they have any questions.
Staff members will also have the ability to revoke access for secondary users via the Office Portal.