📣 Want to see how customers add Partners online?
Customers can add Partners directly through their online account.
📣 Looking to learn how to add family members to a family membership?
The article below goes over the steps on how to add or remove family members from a customer account.
📝 Overview
The Family section in a customer’s profile lets admins link children or partners and control what contact details are shared. When someone is added, the Contact Sync checkbox is checked by default, which syncs email, phone, and address. For partners, only the address is shared.
By default, only the primary synced parent receives team and marketing emails. If another adult needs these, you can add an alternate email under the primary account. Adults can never view other adults’ personal contact information, which protects privacy in separated or divorced households.
💡 Stay in the loop
Game reminders and other notifications are automatically sent to all partner emails listed under the child’s account, so both adults stay informed.
🛠️ How to Add a Family Member
Click the "Add Family" button on the customer profile to launch the family member management window.
➕ Adding a New Customer
Click the arrow to learn how to create a new family member profile
Click the arrow to learn how to create a new family member profile
If the new family member is not yet in the system:
Select the relationship (e.g., Child or Partner) from the dropdown.
Fill in the first name, last name, birthdate, and gender.
Click the "Create" button.
The new customer will be added and linked to the family.
✅ Tip: The contact sync checkbox will be checked by default.
🔗 Linking an Existing Customer
Click the arrow to learn more about linking existing family members
Click the arrow to learn more about linking existing family members
If the family member is already in the system:
Choose the relationship from the dropdown (e.g., Child or Partner).
Enter the Customer ID, or click "Search" to look them up.
Click "Add" to link them to the family.
✅ By default, the Contact Sync checkbox is checked. For partners, only address syncs even if the box remains checked.
📋 Understanding the Checkboxes
Each family member has a checkbox beside their name:
✅ Checked (default): Contact information (email, phone, and address) will sync between accounts.
⬜ Unchecked: No contact sync will occur. This is useful when individuals prefer separate contact details.
Partners: Only address info syncs across; emails and phone numbers remain separate.
🔔 Shared Email Login Note
When Contact Sync is checked and the same email is shared between a parent and child account, both profiles can log in using that email. This may cause a parent to accidentally access the child's account. If this happens, an admin can resolve it by sending a password reset from the parent's account.
💡 Pro Tips
⚠️ Always verify customer details (name, birthdate, etc.) before linking to avoid mismatches.
🧠 Use the search function to quickly find existing family members.
📌 Keep contact information up to date, especially the primary contact, to ensure communications and notifications reach the right people.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Can I link more than one additional family member?
Click the arrow to see the answer
Click the arrow to see the answer
Yes. You can link as many family members as needed. Always double check that you select the correct Relationship when linking.
Will removing a member delete their account?
Click the arrow to see the answer
Click the arrow to see the answer
Removing or unlinking a family member only breaks the link. It does not delete their customer account.
What should I do if a parent is logging into the child's account instead of their own?
Click the arrow to see the answer
Click the arrow to see the answer
When Contact Sync is enabled and both accounts share the same email, a parent may accidentally log into the child's account instead of their own.
To resolve this:
From the parent's customer profile (not the child's), click the three-dot menu and select "Reset Password".
A password reset email will be sent to the shared email address.
The parent should check their inbox, click the password reset link, and create a new password.
Once complete, the parent will be able to log into their own account.
✅ Important: Always reset the password from the parent's profile, not the child's. This ensures the password change applies to the correct account.