Help Center › Family & Parents
Family portal troubleshooting
Nearly every “the portal doesn't work” message is one of these three, and two of them are a single email field.
“My portal is empty”
The parent's sign-in email and the child's guardian email must match exactly. Open the child's profile → More → Guardian card and compare character by character (old typos love to hide in there). Fixing the email lights the portal up on the parent's next refresh.
“One of my kids is missing”
Two usual causes:
- The missing child is the login itself. The first child enrolled on the parent's email owns the account, so they don't appear in the My family list — the parent operates them directly from the home screen (“Family account. Managed by …”). See enrolling siblings.
- A different guardian email on that child — often a second parent's. Either is fine; whoever's email it is sees the child.
“It says I can't book”
The booking is being refused on the child's state, not the parent's: unsigned documents, a kids/adults age rule, a full class, or a lapsed trial. The error names the reason; the fix is whatever the reason says.
Still stuck?
Check privacy and security for how access is decided — and remember the portal follows the member record within a minute of any change.