Adding a family member, what to do if the email has already been used

If during the creation of a family member's profile the system indicates that the email has already been used, it means there is already a family profile associated with that email. Follow the steps below to resolve the situation:

1. Cancel the profile currently being created

• Cancel the entry: Click on the “X” next to the relationship field (e.g., mother, father, etc.).

• This will delete the family profile you were trying to enter.

2. Associate an existing family member

• Click on “Associate an existing family member”.

• A modal window will open with a search field.

3. Search for the existing family member

• Enter the family member's email in the search field and click on “Search”.

• The family member(s) associated with that email will be displayed.

4. Import the family member into the profile

• Click on the correct family member from those shown in the list.

• The family member will be automatically associated with the student's profile.

5. In case of duplicates

• If there are multiple family members with the same email, it may be an unusual situation.

• Contact customer support to verify and rectify any errors in the database.

Useful tips

• Avoid creating duplicate profiles. Always use the association system to prevent conflicts.

• Keep family member data updated to facilitate future associations.

Updated on: 31/12/2025