Perhaps one of your Contacts has lost access to the email address they use to login to TidyHQ? Or there's a typo in the address, like .con instead of .com? Never fear, there's two ways to rectify this issue.

Firstly, you can ask them to do it themselves and send them these instructions.

Or alternatively, an administrator with Full Access permissions can do it by following the instructions below. Watch the video to see how, or scroll down for step by step details.

And remember, the Contact's TidyHQ Account email is what they use to login to TidyHQ. Their Contact Email address is the email that will receive all communications from your organisation. They can be the same or different!

Important Note: The administrator MUST have Full Access Permissions in order to utilise this tool. This is due to the nature of disconnecting an account, which also disconnects a Users payment details, disabling auto-renew, etc.

Go to Contacts > All Contacts, then search for the Contact who requires a change to their login address and click on their name.

Click Disconnect User in the "Account Information" box to remove the link between the existing account and the contact.

A confirmation box will appear to ensure that you don't disconnect the account by accident.

Two things will happen if you click OK:

1. All saved payment details will be removed, meaning any automatic payments they have set up (for example, auto renewing memberships) will not be able to be processed. The Contact will need to re-enter payment details the next time they need to make a payment for something.

2. Your Contact will receive an automated email letting them know the account has been disconnected.

The next thing to do is change the person's Contact Email Address to match what you want their new login address to be. This will ensure the account is reconnected correctly.

Click Edit at the far right of the "Contact Details" box.

Type the new email address in the "Contact Email" field, scroll down and hit Save.

Click Connect Account in the "Account Information" box.

A confirmation box will appear to ensure you don't connect the account by accident.

If you click OK, an invitation will be sent to the new Contact Email Address inviting the Contact to create their TidyHQ account and set up a password. All of the existing information linked to that client (active memberships, Groups etc) will automatically be transferred to this new account - except for payment information which we've covered above.

Tidy will automatically add activity log entries associated with who made the changes, and when, to ensure that you have a complete history of this process for your club.

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