When an existing customer signs up for an OLR/Client Portal account, the system uses the following information to check for an existing record inside of Kennel Connection. 

The code determines whether someone already exists in LA is by checking:

1) Name and (Phone or email) match

2) Phone and Email match 

The information entered on the existing client signup form on the client portal page, will attempt to be matched to info already existing in Kennel Connection client cards. If a match can be made, it will link the account. If it cannot be made, it will not link.

Possible reasons are that the client card does not have phone or email address saved, client may be using alternate phone or email on the form that is NOT in Kennel Connection or other.