Troubleshooting Parent Access

If parents can log in but can't see information for their child(ren), they may not be linked correctly or don't have permissions configured:

➜ Child Relationship/Permissions

If they can see the children but not the Statements/Invoices and DDR form, make sure they are linked to the Family Account:

➜ About Family Accounts

If a parent has completed multiple enrolment forms with different email addresses, they may have duplicate profiles that could be linked to other children.

1. Locate the profiles using the Profile Search function
2. Identify which profile the parent is primarily using (tip: open each profile and scroll down to view the App Usage Log History)
3. Rename and deactivate the other profile
4. Go to each child and ensure they are linked to the remaining (active) parent - you can do this under their Relationships/Permissions tab

Each parent and staff profile must have a username that is unique across all services using OWNA. Often, parents or staff may have a profile at another service using their email address, so this will already be used elsewhere. This is why we have separate Username and Email fields in the parent and staff Profiles.

You can send parents a new app invite or reset password email which will advise them of their unique password to access their profile.

There are some instances where a parent's username may have been entered by two different services (e.g. data replication/upload). If this is the case, you can assign them a new username:

1. Go to the Parent's Profile
2. Enter a unique username (it doesn't have to be an email address)
3. Click Update Details

With so many online platforms all demanding stronger and more unique passwords, it's often hard to remember them all, so simply forgetting what password was used is a common occurrence.

Parents can reset their password from the login screen, or an Admin user can reset it for them:

1. Go to the Parent's Profile
2. Scroll down to the Password section
3. Enter a new (strong) password into the field
4. Click Reset Password (does not send anything) or SMS New Password

• Email New Password - sends them an email with their username and a reset password link (no text entry required)

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