IN BRIEF
Staff members can revoke Customer Portal/Mobile App login access for a secondary user from the Family details in the Office Portal. This is used when a secondary user should no longer have access to a Family account. 

• Overview
• Accessing the Feature
• Step-by-Step Instructions
  • Manually revoking access at Primary Guardian’s request
  • Access automatically revoked due to Primary Guardian changes
  • Secondary access limitations for staff members
  • Saved payment information
• Troubleshooting & FAQs
• Related Articles

Overview

Secondary users may be granted access to log into a Family account through the Customer Portal or Mobile App. When access should no longer remain active, a staff member can revoke that user's login access from the Family details in the Office Portal.

Staff members can revoke secondary access, but they cannot grant secondary access or send or resend invitations to secondary users. The Primary Guardian must send new invitations when secondary access needs to be restored.

Important Note: If Customer Portal access is manually revoked by the Primary Guardian or a staff member for a secondary guardian with saved payment information, the System will delete all payment methods associated with that guardian.

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Accessing the Feature

1. From the Office Portal, go to FAMILIES.
2. Locate the family that includes the secondary user whose access needs to be revoked.
3. Select the pencil/edit icon next to the family to open the Family details.

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Step-by-Step Instructions

Manually revoking access at Primary Guardian’s request

1. From the FAMILIES page, select the pencil/edit icon next to the family whose secondary user access needs to be removed.
2. Locate the secondary user in the Family details.
3. Select Actions to the right of the user to display the available action options.
4. Select Revoke Login.
5. The System will revoke the user's Customer Portal/Mobile App login access for that Family account.
6. The user will receive an email notifying them that their access has been revoked.
7. The email will direct the user to contact the Primary Guardian of the account with any questions.

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Access automatically revoked due to Primary Guardian changes

The System will automatically revoke all secondary access to a Family account in either of the following situations:

• The Primary Guardian is changed on the account.
• The Family Merge tool is used to combine multiple family accounts.

When this happens, the Primary Guardian must send new invitations to restore secondary access for those users.

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Secondary access limitations for staff members

Staff members can revoke secondary login access from the Family details in the Office Portal. However, staff members cannot perform the following actions for secondary users:

• Grant secondary access
• Send invitations
• Resend invitations

The Primary Guardian must manage secondary user invitations from the Customer Portal or Mobile App.

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Saved payment information

If Customer Portal access is manually revoked for a secondary guardian with saved payment information, the System will delete all payment methods associated with that guardian. This applies when access is revoked by either:

• The Primary Guardian
• A staff member

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Troubleshooting & FAQs

• Can a staff member send a new invitation after revoking secondary access?
  • No. Staff members can revoke secondary access, but they cannot grant access or send or resend secondary user invitations. The Primary Guardian must send a new invitation.
• Will the secondary user know their access was revoked?
  • Yes. The System sends the user an email notifying them that their access has been revoked and directing them to contact the Primary Guardian with any questions.
• What happens to saved payment methods when secondary access is revoked?
  • If the secondary guardian had saved payment information, the System deletes all payment methods associated with that guardian when Customer Portal access is manually revoked.
• Why did secondary access disappear after changing the Primary Guardian?
  • The System automatically revokes all secondary access when the Primary Guardian changes. The new Primary Guardian must send new invitations to restore access.
• Does merging family accounts affect secondary users?
  • Yes. When the Family Merge tool combines multiple family accounts, the System revokes all secondary access to the account. The Primary Guardian must send new invitations as needed.

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Related Articles

• How Can a Primary Guardian Grant a Secondary User Access to Their Family Account?
• How Do I Create a New Family?
• How Do I Merge Family Accounts?
• How Do I Manage Families in the Office Portal?

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