Assisting Families with Accounts

Below are some of the situations you may want to resolve for account holders.

I just changed jobs. I need to change my email address.

Have the account holder make the change in FAM.

1. Tell the account holder to log in to FAM using the old email address.
2. Go to My Account, and change the email address for the account.
3. THEN they should go into the Household Contact form within FAM and change the email address there. This will change it in FAMILIES—and, therefore, for the school.

I have forgotten what email I used to create the application

1. In the More menu, select Accounts.
2. Perform a find on Account Name for the name of the parent.
3. The email address that appears in the email field is the address for that account.

If the account does not have an Account Name, or if you cannot find the email address using that find:

1. In the More menu, select Accounts.
2. Copy the Family ID from ptFAMILIES.
3. In Accounts, navigate to the card view and perform a Find on the ID field.
4. The email address will be in Email field (Pa_email).

The application must have been already processed for this information to appear.

I never received the email.

See the article on what to do when parents don’t get the account creation email.

My login does not work.

You should Reset the account. This will return an account to a pre-activated state and generate an Account Creation email in order for the account holder to follow a link and activate the account.

I forgot my password.

You can set up a BCC email address for Account Creation emails in iRCOMMON Preferences (gear icon) > Account Notifications > Select PWS module > BCC field at the bottom.

Parents want separate logins but they are sharing one email address.

Pa and Pb need to have separate email addresses if they want to have separate logins/accounts.

Parent does not have an email address.

If a parent does not have an email address, they will not be recognized as a potential account for the student.

Use your Test Account to see what the family sees

1. Find the FAMILY ID, or the STUDENT ID, as appropriate, of the account that is experiencing difficulty.
2. Enter this ID into your Test Account.
3. Make sure the email address of the test account is set properly.
4. When you click Update test account, the system will send you an Account Creation Notification email with a link to log in to the account.
5. Log in to the test account to see what the family is seeing.
6. When you have completed this test—for security reasons—you may want to delete the Family ID or Student ID in the test account and Update again.