Troubleshoot Member Portal Access
Use this guide when a member or guardian cannot sign in, did not receive an invitation, or cannot see a membership, booking, invoice, or document they expect. First identify whether the problem is account setup, the email address, or the contact relationship for that feature.
Check whether the member already has an account
Section titled “Check whether the member already has an account”- Open the member’s profile.
- Look for the linked user account on the profile.
- If an account is linked, it can use the self-service pages available for that member record. Do not send another invitation.
- If no account is linked, check the member’s email address and follow Invite a Member to the Portal.
The invitation option appears only when the member has no linked account. An invitation creates a link between the member profile and a Kanri login. It does not create another member profile.
The invitation email did not arrive
Section titled “The invitation email did not arrive”- Confirm the email address on the member’s profile is correct.
- Ask the member to check spam or junk folders.
- Check the Outbox for the invitation email and its delivery status.
- If the member still has no linked account, send a fresh invitation from the profile.
Invitation links expire after seven days. If an older link expired, send a new invitation and ask the member to use the newest email.
The member forgot their password
Section titled “The member forgot their password”Ask the member to use Reset Password on the sign-in page and enter the email address for their Kanri account. If an account exists for that address, Kanri emails password-reset instructions. The member should check spam or junk folders if the email does not arrive.
For safety, the confirmation page does not reveal whether an account exists for the email address. If the member cannot access that inbox, contact support for account-recovery help.
The member signed in but cannot see expected information
Section titled “The member signed in but cannot see expected information”Check that the login uses the account linked to the member record. Self-service pages do not provide a general profile editor; memberships, bookings, documents, and invoices are separate areas and may depend on their corresponding school feature.
If the wrong account is linked, an authorized staff member can unlink it from the member profile. Unlinking disconnects the login from that profile; it does not delete the user account. Review the invitation guide before changing the email or sending another invitation.
A guardian cannot see the member’s information
Section titled “A guardian cannot see the member’s information”- Open the member’s Contacts tab.
- Confirm the correct guardian is linked to the member.
- Check Can Manage if the guardian should access supported self-service features for the member.
- Confirm the guardian signs in with the account linked to that contact.
Receive Communications controls message delivery. It is separate from Can Manage, which enables access to supported features such as memberships, bookings, invoices, and documents. Gallery visibility has its own public/private setting. See Add a Contact and What Members Can See.