Troubleshooting members

The most common questions about people and accounts, and how to fix them.

Someone lands on Create Account every time

Their sign-in isn't linked to a profile yet. That's normal the first time. Have them finish the page: confirm with Continue, or enter their phone. See How people get an account.

If they signed in with another email than last time, that's a different sign-in. Have them select Sign Out and sign in with the email they used before.

"Name is already taken"

No two people in your church can have the same full name. This shows when staff add a member, or on Create Account.

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• Adding a member 1 (marker 1 on the screenshot): search for the name. It's probably the same person. If not, add a middle initial.
• No one with that name in the list? A disabled profile may have it. Staff can't see disabled profiles: ask an admin to check Disabled on the Members page, and turn the account back on or choose another name.
• On Create Account: staff already added this person, but without the phone or email they signed in with. A staff member adds that phone or email to their profile, then the person reloads the page and links to it.

Names with accents or a curly apostrophe

Names go into texts, so they can only use characters a text can carry. A name like María or O’Brien is rejected with First name cannot contain non-alpha numeric english characters (or Last name). English letters work, and so do a few accents (é, è, ñ, ö, ü), but not á, í, ó, ú or the curly apostrophe ’.

• Use the plain letter: Maria, Jose.
• Use the straight apostrophe on your keyboard: O'Brien. Some phones and word processors change it to a curly one when you paste.

"Phone number is linked to another account"

The phone number they typed is on a profile that already has an account. Maybe they already signed in another way, or a family member shares the number. Have them sign in the way they did before. If the number is on the wrong person's profile, staff can change it.

Two profiles for one personStaff

It happens when someone signs in with an email and phone that aren't on the profile staff added, and types a slightly different name (like Mike instead of Michael). Scheduly can't merge two profiles.

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   Search for both. The one with the check has the account: the person signs in to that one.
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   Make sure that profile is in the right groups and on the right teams.
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   An admin disables the other one (Staff, admins and disabled accounts). Nothing is deleted, and it can be turned back on.

Someone is missing from the listStaff

• Check the search and filters. A word left in the search box, or a filter like No account, hides people. Select Everyone and clear the search.
• Scroll down. The list draws 60 people at a time.
• They may be disabled. Disabled accounts only show for admins, under Disabled. They're also left out of pickers, rotations and birthdays.
• Look under their first name. The list is sorted by first name, so Quinn Hammond is under Q, not H.

Don't see Members or Add member?Staff

• The Members page is for staff and admins. Volunteers see Unauthorized.
• Add member shows for staff and admins.
• On a phone, Members is under More.

Someone doesn't get texts or emailsStaff

Check their profile has the right phone and email. Without a phone, nobody gets texts; without an email, no emails. Disabled accounts get neither.