Customers have the ability to update/change their email addresses in the Parent Portal in My Account.
For standard security purposes, Providers don't have access to change email information on the customers' behalf. However, there are a few solutions below that can help.
Solution #1 - The customer can correct their email address in 'My Account'
If your customer has an email address they want to change to another email address (ie. they are able to log in to their account), you can have them follow these easy steps:
- Once they've logged in, go to their name-profile-icon in the right-hand corner of the screen
- Click My Account
- Then the screen will give them the opportunity to change their email address
Solution #2 - The customer is logging in with the wrong email address
If your customer tries to update their email address, but are unable to and get this notification (below) then most likely they already have an existing account with another email address:
If this is the case, then they should try logging in with their correct email address, and click 'Forgot Password?', if need be, to reset their password. Note: For security purposes, we don't merge accounts.
Solution #3 - Encourage your customer to email our Support Team
If your customer still cannot login (ie. there is a typo in their email address), we are happy to help and talk to them directly over the phone. They can send us an email at firstname.lastname@example.org.