How to Support Families in Linking Accounts 🔗

This article is designed to help practices support families in creating linked accounts to manage multiple member profiles under a single parent or guardian login.

⚠️ Linking accounts must be done by the parent or guardian from their own registered account. For security and verification purposes, each account—parent and member—must be registered individually before linking can occur. This process cannot be completed on their behalf from the office portal.

In this guide, you’ll learn how to:

• Properly create and tag parent/guardian accounts
• Confirm correct email usage across profiles
• Ensure member accounts are registered correctly
• Support the linking process from the parent side
• Troubleshoot common linking issues

📝 Note: A separate, member-facing guide is available for you to send to parents, guardians, or family managers. See the bottom of this article for a link you can share. We've also attached a flyer you hang up in your office or hand to parents to walk them through the process. 

Step 1: Create or Invite the Parent/Guardian Account

Before linking can happen, the family manager (parent or guardian) must have their own registered account in the Hub.

There are three ways to get them started:

1. 📩 Invite them directly from the Hub
   • You can add them as a member, tag them appropriately (e.g., Parent, Responsible Party, Practice Ambassador), and send an invite.
   • This is one of the easiest and most controlled options. Learn how here.
2. 📱 Have them scan a self-registration QR code
   • If your practice uses Hub-generated QR codes with auto-tagging enabled, family managers can register themselves in just a few taps.
   • This is another easy and recommended method. Learn how here.
3. 🌐 Have them self-register via your Hub microsite
   • Family managers can go to your Hub registration page and click “I Never Received a Number or Code” to create their profile.
   • When prompted, they select:
     • “I’m a parent/guardian of a member” and
     • “To join a linked family”
   • Follow the on-screen directions to complete registration. Learn more here.
   • After registering, the parent or guardian should log out (My Profile>Sign Out) so that additional member accounts can be registered.

Recommended: Option 1 or 2. These methods ensure the parent is properly tagged and invited, streamlining the linking process from the start.

Step 2: Ensure Each Member Account is Registered

Before accounts can be linked, each member must:

• Have a unique login
• Be registered
• Have the parent or guardian’s email listed under Parent/Guardian Info

How to help a member register:

• Connect a rewards card so they can register using their 16-digit rewards number, OR
• Send a registration invite directly from their Hub profile, OR
• Award them points—as long as an email is saved in their profile, they’ll automatically be invited to join the fun, OR
• Use a Hub-generated QR code that allows them to self-register quickly and easily.

📝 Pro Tip: Make sure the profile has the parent’s email in the Parent/Guardian Info section before sending invites or awarding points,this ensures communication flows to the right person from the start.

Step 3: Help the Parent/Guardian Link Their Children

Once the parent account is created and each member account is registered, the parent logs into their account and navigates to My Profile > Linked Family Members.

They will select Link a Family Member and enter the member’s username and password. Repeat for each member.

Click Link to complete the process.  They may repeat the previous steps to connect additional children if necessary. Once linked, the parent/guardian can toggle between profiles from the menu.

• Desktop Browser: Clicking on the arrow to the right of your name, followed by your child's name listed below
• Mobile App: Clicking on the Menu button at the top left, followed by your child's name listed below

🔍 Check for Email Conflicts

Each account (parent and member) must have a unique login.

The family manager (parent or guardian) can use their email address as their username, but no other account can use that same email as a username. This is a common conflict and must be resolved before the parent/guardian can register.

Other accounts using the same email address must have their own unique username.

The Parent/Guardian Info section can include the same email across multiple accounts—this is used for communication only and does not impact login.

How to check:

1. From the office portal (my.patientrewardshub.com), open the member’s profile.
2. Review:
   • Username (under Membership Info)
   • Email (under Contact Info or Parent/Guardian Info)

Please note: If the account is already registered, only the member can log in and make these changes themselves.

3. If the parent’s email is used as the Username on a child’s account:
   • Have the member log in to that account
   • Create a unique, non-email-based username
   • After they save the username, they can follow the directions to move the email from the member field to the parent field

Once the parent’s email is no longer used as a username on any other account, it can be used to register a parent/guardian account.

FAQs & Troubleshooting

Q: Parent can’t register their own account.A: Check if their email is being used as a member’s username or login email. If so, have the parent log into that member’s account, create a new username, and remove the parent’s email from the member field.

Q: Password reset emails go to the wrong member.A: The parent is using their email instead of the member’s username to request the reset. Always use the correct username when resetting passwords.

Q: The member was set up with a social login.A: Log in using the social account info, then go to My Profile, create a username and password, and disconnect the social login under Login & Security Settings.

Q: How can I tell if a member account is registered?A: From the office portal, you can tell if a member is registered by viewing their profile:

• If the account is registered, you will see:
  • A Username listed under Membership Info
  • No registration warning
  • “Last login” under their profile image
• If the account is not registered, you will see:
  • A red banner that says "Member is not registered"
  • The option to Send Invite
  • “Last Sent” and “Next Auto Send” timestamps (if the invite cadence has been initiated)

Q: Can more than one parent or guardian be linked to a member?A: No. Each member can only be linked to one parent/guardian account.

Member-Facing Article to Share with Families

When families are ready to set up their linked accounts, you can send them our dedicated support article: 
➡️ Setting Up A Linked Family

This article walks them through the process of creating or registering their account, registering each member, and linking profiles.
 

📎 Printable Resource for Families

Need a quick and easy handout to help families set up their linked accounts? Download and print this flyer to share in your office or include in welcome packets.

If you need additional assistance, please contact us or have the parent contact us directly at support@culturello.com. 

• Lets Link Flyer.pdf200 KB