Sub-accounts are a great way to link accounts when the same email is needed (for example, for younger kids) or to share a payment method. Here are some common issues with sub-accounts and how to solve them.


Problem: Child or parent accounts have merged

Why this happens: This happens when a parent uses a landing page to purchase a new plan. When a parent uses a plan landing page and enters their email, they will see a pop-up asking them what they'd like to do. If they choose "use existing account" and then type in their child's first and last name, this will overwrite the first and last name on their member profile. The plan will also be assigned to the primary account and not the child's.

Solution: Change the primary account name back to the primary account name (for example the parent name). Cancel the plan from the primary account and add it to the correct sub-account. If it's a non-recurring plan or punchcard, use comp as the billing method. If it's a recurring plan, start the billing date for the next bill (since the first bill was already paid) and mark the plan as active now.

Note: existing sub-accounts should only purchase plans using the Member App (when logged in as the sub-account)


Problem: Duplicate sub-accounts

Why this happens: This happens when a parent uses a landing page to purchase a new plan. When a parent uses a plan landing page and enters their email, they will see a pop-up asking them what they'd like to do. If they choose "create sub-account" this will create a new sub-account in the system.

Solution: Remove the duplicate account and move the plan to the correct sub-account. You can't merge sub-accounts but you can remove sub-accounts from their parent account to merge them.

Note: existing sub-accounts should only purchase plans using the Member App (when logged in as the sub-account)

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