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Connecting parent client with children in contacts with multiple siblings

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8 comments

  • Susan Witt

    I am having the same trouble.  For both children, the contact is listed for portal access, but it only allows one at a time.  What is a clear and easy way to allow the mother access to both children on the portal?

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  • Ruth

    Hi Kristi, I'd recommend checking to see if you added the parent's information to one of the sibling's Client Info tabs instead of as the email for the parent in the Contacts tab. Go to sibling 1's client file > Edit, scroll down to the Email section and make sure the parent's email address isn't listed here. If it is, uncheck the "Email ok" box and "Send Email Reminders" box if they're checked. Now click the trash icon next to the email. Navigate to the Client Portal tab and hit Disable Access, if access has been enabled. Do the same for sibling 2. Next, make sure that you've entered the parent's information in the Contacts tab for both siblings and make sure that the Contact Profile in each client file is linked and aren't being processed as separate duplicate entries. To ensure this, go to your Clients tab on the left sidebar. Select Clients & Contacts from the dropdown menu at the top of the page, type in the parent's name, if there are multiple entries hit Manage to the right of one > Merge with... > check the boxes of the other entries > Preview Merge > review the information and complete the merge. Now you should be able to enable the parent to have Client Portal access for both siblings. Go to each sibling's file > Edit > Contacts > Manage > Manage Client Portal & Billing to enable access. Finally, from the client's Overview page, hit the Share button to the top right to send documents to the parent. If you still aren't able to grant access to the parent, please reachout to our Customer Success Group by submitting a Help Request

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  • Ruth

    Hi Billy, I’ve created a help request on your behalf so that a member of our team can investigate your sibling client files further. They’ll be reaching out to you with their findings over email. In the future, make sure that you don't enter a parent's email address as if it's the minor child's. You can check to see if you've done this in the client's file > Edit > Client Info tab and Disable Access in the Client Portal tab, if enabled. Instead, go to the Contacts tab, add the parent as a Contact > Manage > Manage Client Portal & Billing, then Manage > Edit Appointment Reminders for the parent. For the other siblings, you'll want to do the same, but when you're adding the Contact click the button to "Add Existing Client or Contact" and search for the already entered parent's name. 

    You can always contact our Customer Success Team for help with your specific account, or clients, by submitting an email Help Request

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  • Susan Witt

    What is a simple way to allow access to the portal for one parent with multiple children?

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  • Jennifer Weisen

    Hello all! I hope this helps as I ran into the same problem. You add the child/minor #1, then on the contact page, add the parents info including their email per normal. Continue on with docs etc…send. Then you create a new client child/minor #2, except this time, there is an option box in grey below the contact tab that reads “Add existing client or contact”. Hit that button and search the parents name and hit select. It should now auto populate the parents info including their email without any error messages or problems. And the parent has access to all minors on their account/portal. 

    I did this by creating fake accounts to test the theory and sending myself my “children” via my ONE email address. When the client logs into the portal they will see all of their children’s names and can choose which child they need to access.  

    Happy Holidays! :) 

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  • Kelli Remmel

    I just wanted to say that I used Jennifer's tip and it worked perfectly. Thanks so much as this was frustrating and an easy resolution!

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  • Alex Credgington

    Thank you Jennifer!! That totally did the trick.

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  • Billy Myers, Jr. MA LMFT-S

    I am also beyond frustrated. I have three kids and one mother. The mother needs to be able to access the portal, not the kids. She needs to pay and receive reminders - the kids don't have email addresses. I did put the mom's email address into the first kids profile and now I can't uncheck the box as you describe above. 

    Help!

    I need the mom to sign HIPPA before I can see the kid and he really needs to get in soon.

     

     Go to sibling 1's client file > Edit, scroll down to the Email section and make sure the parent's email address isn't listed here. If it is, uncheck the "Email ok" box and "Send Email Reminders" box if they're checked.

    -1
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