This workflow details the steps needed to fix common issues when online profiles need to be transferred, separated, or attached.

Overview

When the Online Profile is saved under a child’s account, the parent cannot manage their child from their own online profile. In some cases, the online profile may be set up on the child’s account with the parents phone number, and the parent is unable to create their own profile.

This can create issues when a parent tries to sign a waiver for their child. If the parent logs in using the child’s account, they’ll be blocked from completing the waiver because the system requires the contract holder to be an adult. However, since the logged-in user (the child) is under 18.

Staff Abilities

Transfer a Profile

Move the Online Profile from the child to the parent, and link the child to the parent’s Online Profile. This must be done manually for the customer, they cannot self-correct this online.

1. Go to the child’s customer record 
   • You can see that they have a profile in the header " Has Profile"
2. Go to their Online Profile tab
   • Click Transfer to move the profile to the parent/guardian account OR click Delete if you just need to get rid of this profile and have the parent start a new one.
3. If you Transferred the profile, continue to Attach/Detach profile.
   • If you deleted from the child and the parent doesn’t yet have an online profile yet, you can send them an invite OR they can create their own by logging into the customer portal.

Attach/Detach a Profile

Children can be saved participants on more than one parent’s online profile, BUT parents will only be able to see the child’s memberships/bookings/etc. where they are the contract holder.

In cases where additional parent/guardians need access but are unable to communicate directly, a shared email can be used for the online profile of an Entity Account to give the additional shared access.

When updating the contract holder on a child's membership, be sure to move the stored payment info from the child to the parent so their billing continues. (See Change Contract Holder and Move Payment Workflow for details.)

Click Add Friend Or Family to add kids to the account.

1. Go to the parent’s customer record 
   • You can see that they have a profile in the header " Has Profile"
2. Go to their Online Profile tab
3. Click 'Add Friend Or Family' OR 'Detach'
   • Attach the Friend Or Family's accounts
   • Detach selected friend or family from open customer record
     
     

Delete a Profile

1. Go to the customer record 
   • You can see if they have a profile in the header " Has Profile"
2. Go to their Online Profile tab
3. Click Delete Profile
4. Send Profile Invitation Link
   • After deleting the online profile you can send an invitation link to their email.
   • If removing a profile for a child be sure to go to the adults profile when sending the invitation link
     
     

Customer Abilities

Customer Portal

If an adult contract holder mistakenly links their email address or phone number to a minor's customer profile, it can prevent them from accessing their own Customer Portal.

To resolve this, the customer can use create a new Online Profile under the correct (adult) Customer Profile:

1. Log in using the minor’s existing account credentials.

2. On the form, select “Create New Account for Yourself.”

3. Enter the adult’s name and date of birth.

The system will then transfer the Online Profile to the adult, and the minor will be correctly linked to their account.

This link only displays when a profile is attached to a minor.