Customer login seems connected to an incorrect or duplicate account
When your existing users signup for a Client Portal account, there is logic that connects them to their existing account inside Kennel Connection desktop. 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.
To fix this, please do the following:
1. Make sure the duplicate account is removed from your KC desktop so only one is remaining. The duplicate record can be an inactive or deleted client record.
On the client explorer, check the Inactive box. If the client is listed there, open the card. Client Portal is using the email address and phone number to find a match in the database. Delete these from this inactive card. You can copy/paste them into the Notes field if you'd like to keep that info. Save the card.
Click on Utilities, Undelete client. If the client is listed here, undelete the record. Open the card and delete the email and phone number. Save the record.
You can then delete the record again by right clicking on the name on the client explorer and clicking Delete Customer.
2. 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.
3. 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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