If you are having trouble with a portal account, try the following solutions.



A parent can only see 1 of 2 children on Portal Scenario: 

  • Parent logs in to a portal using home@example.com, but she can only see 1 of 2 kids listed.
  • Unlinking and then relinking the Parent to the portal account in the Edit Details screen did not work (Un/Link).



Home Email
Work Email
Contact Linked to Portal
Web Portal "Relationship" Checked on Related Parent
Parent
home@example.com
work@example.com
Yes (Home)
NA, as documents can be added just from parent's chart and for parent only
Child 1
work@example.com

Yes
Yes
Child 2
home@example.com

YES
Yes


Possible Solutions:

  • Unlink Child 1 and Child 2, unless child 2 is using the other email.
    • Delete the Parent's work email that is not linked and Unlink and Relink the Parent to the intended account.
    • Have the Parent log in or Refresh.
    • Once the parent can see both kids, you can try to replace the work email and see if the parent can still see both.


  • Run the "Portal Accounts" report or use the "Report Builder" to -
    • Search for the email being used.
    • Check to see if the email is linked to a duplicate contact.


  • Thoroughly check all intended documents to see if any need to be reportalized on children and parent's charts.