If a parent registered a child's membership before setting up their own, their user account may have ended up linked to the child's contact profile instead of their own. From their perspective, logging in drops them onto the wrong profile — and their own membership is nowhere to be seen.
Here's how to untangle it.
What you'll need: Full Access administrator permissions.
Step 1 — Find where the user account actually is
Go to Contacts > All Contacts and open the parent's contact profile. Check the Account Information box in the left-hand column.
If it says no account is connected, that account is sitting on one of the children's profiles instead. Open each child's contact profile in turn until you find the one with the parent's user account connected — it'll show their email address in the Account Information box.
Step 2 — Disconnect the account from the child's profile
On the child's contact profile, click Disconnect User in the Account Information box, then confirm.
Two things happen when you disconnect:
Any saved payment details are removed. The member will need to re-enter payment details the next time they make a payment.
The member receives an automated email letting them know their account was disconnected.
Step 3 — Connect the account to the parent's profile
Go back to the parent's contact profile. In the Account Information box, click Connect Account and follow the prompts. An invitation will be sent to the parent's contact email address.
Step 4 — Add the children as Related Contacts
Still on the parent's contact profile, scroll down to the Related Contacts section and add each child using the appropriate relationship type (Child).
If any children have their own user accounts connected that they don't need, you can disconnect those too — their profiles will be accessible to the parent via Related Contacts instead of requiring separate logins.
Once this is set up, when the parent logs in they'll see their own profile as the primary, with a dropdown at the top of the Contact Profile page to switch to each child's profile.
💡 Tip: This situation most often occurs when someone registers a child's membership first, before their own. The system links the user account to whichever contact profile is created first. Keeping this in mind when onboarding families can save a support call later.