1. Confirm the account has been merged.
The student account will most likely have been removed.
Search the parent account using the search icon at the top of the screen
If the parent has the student role as well the account is merged.
2. Delete the parent account
Access the admin portal by clicking the down arrow next to your name, then access the Cog Wheel with the name of your school.
Select the Users / Mailboxes area
Expand the parents / Carers and search for the parent
On the Actions button select delete
3. Hard delete the account
Deleting an account puts them into a recycle bin so we need to perform a “Hard Delete” to remove the bad account fully
This section only needs completing once and may not be needed if you can see “Manage deleted users” under User Management in the admin menu.
In the admin portal go to Roles.
Edit resources on the system administrator role
Expand User/Mailbox Management then expand User/Mailbox Management in the lower section.
Tick the “manage Deleted Users” tick box and save.
Select “Manage Deleted Users” from the User Management menu
In the User box type the surname to limit the list to the problem user, tick the user once found and click submit
On the actions for the problem account select Hard Delete
Confirm the deletion and click on the Permanently Delete Users button
4. Reimport the users
(You may need to add yourself to the Connector Admin Role if this is not visible)
In the MIS management section go to MIS Sync Tasks.
Run the “Clear Sync Object Cache”
Wait at least 10 minutes
Then run the “Users Contact & Group Data” Sync
This will take around 30 – 60 minutes to complete
5. send an enrolment code to the Parent by Email
Expand the Parents / Carers and search for the parent
On the Actions button select Enrol
On the Enrolments, screen click Send Enrolment Messages
