Customer Portal Login Issues - Troubleshooting guide

Multiple Family Records

A common error received by families trying to register / login to the portal is that their email is associated with multiple families:

To check this, 

1. Enter or copy & paste their email address into your Quick Search bar, tick the "search by contact value" box and search.

2. If more than one family has the same email address associated with it, they will appear in your search list:

3. Remove the email address from the family it should not be associated with (if inactive, you can cut and paste the email address into the family notes of the inactive family - make sure to update the contacts so the email address is no longer showing). If you have a duplicate family, archive the duplicate family (How to Archive a Duplicate Family).

Once the duplicate email is removed, the family will be able to access the portal.

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Recaptcha Failed

Occasionally customers may receive the below message: 

1. Ask them to clear their browser cache and cookies and try again.

2. Also check their bookmark is the correct portal address if they have saved the login screen to their favourites. Suggest they update it (you can copy and paste your portal address from your Configuration screen).

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Email address not associated with a Family

Occasionally customers may receive the below message:

1. Check the spelling of the email address is correct in SimplySwim and that there are no spaces saved at the end of the email address. Update and save if needed.

2. Check that they are attempting to login to the correct Customer Portal address (you can see your correct address on your Configuration screen - sometimes if you have multiple locations, families may click on the incorrect link on your website).

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Family Portal access currently suspended

If a family is receiving this error message, it indicates that a staff member has blocked the family from using the portal. To check this, from the Family screen, click on "Edit Customer Portal Options":

Check if the "Customer Portal Access DENIED" box has been ticked. If you want to remove this block, simply untick the box and save the change. The family will then be able to access the portal.

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This page isn't working error / HTTP Error 500

This error message could be caused by a browser issue or by the email address saved on the family file. 

- First, check the email address saved in the family file by clicking in the email field. Go to the end of the field or the very beginning to make sure there are no spaces saved. If there are, remove them and "Update" so the change saves. This should then allow the family to register for the portal (you could go to the portal and register for them).

- If everything looks fine with the email address field, ask the client to clear their cookies / cache and try again.

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Invalid State error

This error indicates there is a problem with the Family Contact types. The family's email address may have been entered into a contact type that has since been deleted. A quick check for your contact types from the Family screen is to check if the spelling matches between the existing Contact Types and those from the dropdown menu to add more. In the example below, you can see that a contact type of 'Email' exists on the Family, however the dropdown only contains 'E-Mail'. These are not the same. 'Email' is no longer in the list, meaning it has been deleted.

To check your existing Family Contact Types, go to Configuration > Family Contact Types (under the "Company" heading).

To fix this individually, you can add the correct contact type from the dropdown menu to the family and cut and paste their email address into there. Then remove the now invalid field by clicking on the red delete circle next to that contact type.

If the issue is more widespread than this, please contact Support and provide as much information as possible.

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Family not receiving the registration email confirmation or forgot password email

They should receive the email confirmation or forgot password email within minutes. If they have not received it, common reasons / causes are:

1. The email has gone to their junk or spam folder. Ask them to check.

2. The email was blocked. Check your email delivery failures list and contact Support to clear any email blocks or spam reports to allow emails to be delivered to the family again. Ask the family to put your centre's email address in their trusted contacts / mark your email address as safe.

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Are you sure they have registered to use the portal?

The family may not yet have registered to use the portal. To check this, you can create a communication campaign (Creating Email & SMS Campaigns) and add in the condition "Registered to use Family/Customer Portal" and set it to Not Registered. Then save the Campaign Conditions and "Preview Recipient List". You can then search the list for the family - the list is ordered by Family ID number, or you can search the screen (for Mac users, to search press Command F, for PC Users, press Control F to bring up a search bar) to type in the family name.

If the family is not registered, let them know they need to do this in order to login to the portal.

You may wish to create an Email or SMS template reminding families to register the customer portal, save it to the campaign you created and send it out to the families who are not re

Last updated 4 May 2023