Parents can only view one sibling through the parent portal
Issue:
I am trying to create a mother parent account for 2 siblings but the system generates an individual parent account for each sibling. It should only make one account with access to both siblings.
The most likely cause of this is that one sibling has a parent contact record that is not the same as the other sibling's parent contact record. Situations like this come up when the user manually enters the contact record for each student rather than manually creating it for one sibling and then just pulling it onto the second sibling. You can check to see if this is the issue by going to one of the sibling's student records and going to Family & Contacts- Contacts, click the pink plus button to add a new contact and click the radio button for ‘Person exists as a contact for the related student’. If the contact shows up on this list, then you can confirm that this is the issue.
Solution:
To fix this issue, you will need to delete the contact from one of the sibling student records and repopulate it by pulling it from the other sibling by going to Family & Contacts- Contacts, click the pink plus button to add a new contact and click the radio button for ‘Person exists as a contact for the related student’. Click the contact here to pull it from the sibling.
If no contacts show up in the list to pull, then ensure that the siblings are connected as siblings by going to Family & Contacts- Siblings.
Additional Steps:
**If the above steps did not resolve the issue, let’s continue with the following steps.**
We will follow a similar process as before, but this time, let's try to start from scratch:
The Cleanup:
1) Delete both parent connect accounts and make sure there are no other accounts for these parents.
2) Pick any of the two student records and disconnect the siblings from one another.
3) Remove the parent contact info only from the one student record (we need to keep the parents' contact info connected to the other student record in order to re-connect them later).
4) Review and make sure the parent contact info is correct (in the other student record). It really does not matter which one you select, as long as we build from only the one record with the correct parent contact info.
Rebuild:
5) Then you would re-link the student records as siblings.
6) For the student record without parent contact info, follow the same steps as before to add the sibling contact info by selecting "Person exists as a contact for the related student".
7) Generate accounts for the parents