A parent can't log in

Parents can't create their own account, so almost every "I can't log in" comes down to their invitation. Work through these in order.

1. Were they ever invited?

Open the family in Families & Children → Families. On the parent's row:

• If it says Not invited, they were never sent an invitation. Click Send invite on their row.
• If it shows the invitation as pending, click Resend invite. The first email may have been missed or expired.

Ask them to check their spam or junk folder, and to search their email for "NestliCare".

2. Their email already has a NestliCare account

That is fine, and no longer a dead end: one email can hold several profiles (a staff login, a parent profile at another daycare). Send the invitation anyway. When they open it, the page recognizes the account and shows Sign in to accept; they use their existing password and your daycare is added to the same login. If the Add Parent form stops you because the email exists, take the send an invitation instead option it offers.

The only genuine blocks are when they are already a member of that same family, or when their old record here was archived or removed. In those cases restore the existing record (the Archived tab, or Restore on the member) instead of adding them again.

3. They have an account but forgot their password

Point them to Forgot password? on the app's login screen. They enter their email and get a reset link. You don't need to do anything from your side.

4. The family was archived

If you archived the family, its parents can't log in. Switch to the Archived tab on the Families page, restore the family, and re-send invitations if needed.

Still stuck?

If the invitation genuinely isn't arriving at a working, non-spam inbox after a resend, their email provider may be blocking it. Try a different email address for them, or email [email protected] with the parent's email so we can check delivery.

Related: Invite parents to the app, Get the mobile apps.