Common Registration Issues

If users have issues registering with the link sent from your organisation, this topic provides possible reasons and solutions to resolve the issues.

Mobile Number Already In Use

If the mobile number already in use message is displayed, the mobile number already exists in IRIS ParentMail and has been registered to an account.

Each user must have a different mobile number to register for an account. For example, a user is unable to register an account with a mobile number they share with another user.

If the user has previously registered, they need to start the registration process again, then select I already have a IRIS ParentMail PMX account to log in to their account, then connect to your organisation. If they have forgotten their password, they need to select Forgotten your password and reset their password before they can log in and connect their account.

If a user has not previously registered for an IRIS ParentMail account, search the users list for the mobile number, check the mobile number has not been entered against another user, or has been entered correctly for the user trying to register. If the mobile number has been entered against another registered user, the details need to be removed and entered for the correct user. Alternatively, if the mobile number has been entered for the correct user, remove the mobile number, then enter it again. For more information, go to Add and Maintain Users.

Email Address Already In Use

If the email address already in use message is displayed, the email address already exists in IRIS ParentMail and has been registered to an account.

Each user must have a different email address to register for an account. For example, a user is unable to register an account with an email address they share with another user.

If the user has previously registered, they need to start the registration process again, then select I already have a IRIS ParentMail PMX account to log in to their account, then connect to your organisation. If they have forgotten their password, they need to select Forgotten your password and reset their password before they can log in and connect their account.

If a user has not previously registered for an IRIS ParentMail account, search the users list for the email address, check the email address has not been entered against another user, or has been entered correctly for the user trying to register. If the email address has been entered against another registered user, the details need to be removed and entered for the correct user. Alternatively, if the email address has been entered for the correct user, remove the email address, then enter it again. For more information, go to Add and Maintain Users.

Registration Link not Received

If a user has not received the invitation to register for IRIS ParentMail by email or text message, you need to check the user has been added to IRIS ParentMail and that the email address or mobile number have been entered correctly. For more information, go to Search for User Accounts.

If you are still experiencing issues with the user receiving a registration link, select Live Chat to contact the Technical Support Team.

The user should check the registration invitation email has not been delivered to a Junk or Spam folder and make sure info@parentmail.co.uk is added to their address book. You can then resend the registration email. For more information, go to Resend Registration Messages.

If you are unable to find the user, run the Rejected Records Report to determine if an issue with the user details prevented them from being added to IRIS ParentMail. For more information, go to Run Rejected Records Reports .

If the user details have been added in IRIS ParentMail, check the email address or mobile number has been entered and is correct. If the details have not been entered or are incorrect, edit the users details. If the mobile number or email address entered are correct, delete the details, save the user record, enter the email address or mobile number again. When the details have been entered or corrected, resend the registration message. For more information, go to Add and Maintain Users and Resend Registration Messages.

Expired Registration Link

If a user receives the Registration link has expiredmessage when they select the registration link in the email or text message, an account has already been registered for the email address or mobile number.

To check the details of the user for which the details have been registered, search for the email address or mobile number. Check the details have been registered to the correct user, then check if the status is Connected. If the user is Connected, they need to log in to their account.

If the user has not been assigned to the correct user type, for example a governor or volunteer has not been assigned to the Staff user type, assign the user to the required user type, then resend the registration link. For more information, go to Add and Maintain Users and Resend Registration Messages.

If the details have been registered for an incorrect user, delete the details from the incorrect user's account, then enter them for the correct user and resend the registration message. For more information, go to Add and Maintain Users and Resend Registration Messages.

Invalid Date of Birth Entered

The Date of Birth entered is invalid message is displayed when a person registers if the date of birth entered for the student to which they are linked does not match the date of birth enter in IRIS ParentMail.

Check the date of birth the person is entering is the same as the date of birth entered on the linked student record in IRIS ParentMail. If the incorrect date of birth has been entered in IRIS ParentMail for the student, update the user details (together with your Management Information System if linked to your IRIS ParentMail). The person can then try registering again.

If the date of birth is correct, the person can try registering on another device, for example, a computer, tablet, phone, etc. or browser, for example, Google Chrome, Firefox, etc.

Alternatively, select the student record, change the date of birth, save the details, then edit the date of birth entering the correct details. When you have updated and corrected the date of birth for the student, resend the registration message. For more information, go to Add and Maintain Users and Resend Registration Messages.

If the person is still unable to register, delete the student record, then add the student as a new user and link their account to the person account. When the student has been added and linked to the person, resend the registration message. For more information, go to Add and Maintain Users and Resend Registration Messages.

Not Associated with any Organisations

If the You are not associated with any organisations message is displayed when a user has logged in to IRIS ParentMail, they have registered with different details to those held in IRIS ParentMail.

You need to check the user details in IRIS ParentMail, then send them a link to connect to your organisation.

Connect a person user

Select the required user in IRIS ParentMail, remove any linked user relationships, add the relationship(s) again, then resend the registration message. For more information, go to Add and Maintain Users and Resend Registration Messages.

Connect a user

Select the required user in IRIS ParentMail, then delete their details. Add the user details in IRIS ParentMail, then resend the registration message. For more information, go to Add and Maintain Users and Resend Registration Messages.

Register for more than one organisation

If a user needs to register for more than one organisation, they need to register using the first link they received from an organisation. If a user has a registration link from another organisation they have not registered with, they need to select that link to register their account before they can connect to another organisation.

Alternatively, the user can contact the other organisation to cancel the registration invitation. For more information, go to Cancel a Registration Link.

A user can remove a connection to an organisation to which they no longer want to be connected. For more information, go to Manage Connections.