Cloud - Customer login seems connected to duplicate or inactive account

Cloud - Customer login seems connected to a duplicate or incorrect account

When your existing users signup for a Client Portal account, there is logic that connects them to their existing account inside Kennel Connection. In some rare cases, you may have a duplicate record for a client and it may connect to the wrong one. If that happens your client may notice things like:


- Booked appointments not showing. 

- Incorrect pets or no pets

- Old client/pet info. 



When signing up for the Client Portal, KC will match their name to their email address or phone number.  There should only be one record with the same name, same email and same phone number.  If there are duplicate records with this info, they need to be edited to remove the information so the Client Portal signup will work.

To switch between your inactive and active list, click on the Gear in the client explorer window.

Check the box for Inactive Clients.




Under each setting (Active and Inactive), search for the client name, the email address and the phone number.  Make sure there is only one ACTIVE record with this information.  If you find a duplicate active record or an inactive record, click Edit to remove the information from these fields.  You can save the info elsewhere on the record (In the Notes field for example).

In this example, we have two active records for Susie Cupcake with the same email and phone number.

We will need to make one of these records inactive.
Before we do that step, the phone number and email address need to be removed from the record to be made inactive.  You can copy/paste it into another field, but it can't be in these highlighted fields.




To make a record inactive, click on Edit and scroll to the bottom of the screen to check the Inactive box.  Be sure to hit Save.



Once this is done, the next step is to remove the users OLR account from the system. Do this by logging into Live Access and navigate to Online Reservations, Manage Clients, search for the user in question and delete their account.  Please note this is not deleting the client record.  This is deleting their login so they can sign up again and be attached to the correct client record.




Once the account is gone, under the manage clients page, you can search for the client under the "generate a link" section, generate the link and send it to the client. They will need to re-signup and it will link to the account in KC.  





Once the client has signed up again, everything will appear proper and updated as it's connected to the proper client record in the KC database. 



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