Family Members Change

Maggie Cruz

• May 04, 2023 10:47

I have a parent that when logging into the app, shows her ex-husband, his wife, and their child as part of her family in the app. I have updated the information on the website so that only her daughter is shown under her but it’s not reflecting in the app. How can this be fixed?

0

• Official comment

  

  Paige Hansen

  • June 08, 2023 13:15
  • Edited

  Hi Maggie,

  I apologize for the delay in responding to your question. If your parent is still experiencing this issue, we are happy to investigate. This would be best submitted as a support ticket using the Submit a Ticket link above, so we can obtain the necessary information about our team and this family to see how things are set up.

  In general, athletes cannot be associated with different parent accounts separately. They create a common "family" unit in the system by what parents they are linked to, so all parents have to be in the same "family unit." So, if this athlete is tied to the ex-husband and his wife's accounts, as well as the mom's account, then they are all one family unit in the system.

  If it’s a situation where they don't want to see each other listed under their My Account page or the mobile app, but the parent wants to be linked to the athlete(s) to see their time history, sign them up for meets/events, and for their volunteering to count toward the "family" points total, then that is not a scenario we support at this time.

  If the parent just wants to buy merchandise, sign themselves up for jobs individually, receive team alerts/emails sent to "Members" or "Parents" groups, and see live results, they can have a Parent account that is not tied to the athlete(s). They just need a Pro SwimTopia mobile subscription, to add the athlete(s) in their "Favorites" tab of the mobile app and receive live results during the meet.

  But as mentioned, feel free to submit a support ticket with details on your team and the parent's name/email, and we will investigate if you feel anything is amiss.

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