Account Holders overview

An account holder is the parent or carer who looks after one or more students. They have their own Swimio login. From their account they add their students, put them on waitlists, and answer offers.

What an account holder is

They are the contact for the family. Swimio stores their name, email address, phone numbers, address, and post code.
They look after students. One account holder can have many students. An account holder can also have no students yet, and add them later from their own account.
They log in with their email address. The email address must be unique. No two account holders can use the same one.
They must confirm their email address. An account holder who signs up by themselves must confirm their email address within 7 days, or Swimio blocks the account until they confirm. An account holder that staff add does not need to confirm.
They can also be staff. A staff member can have an account holder account with the same email address. When they log in, Swimio asks which account to open.

There are three ways an account holder is added:

They sign up by themselves on your Swimio sign-up page.
Staff add them with the Add Account Holders form. See Add account holders.
Staff import them from a CSV file. See Import account holders and students.

View the account holders list

Select Account Holders from the main menu.

The list shows the newest account holders first.

Column	What it shows
Name	The account holder’s name. Select it to open their profile.
Phone	Their main phone number.
Secondary Phone	Their second phone number, or a dash.
Created At	The date the account holder was added.
Action	View opens the account holder’s profile. See View an account holder.

Find an account holder

Search: type part of the account holder’s first, middle, or last name, their email address, or their internal reference ID.
Sort: select the Name or Created At column heading.

When nothing matches, the list shows No account found…

Buttons at the top of the list

Button	What it does
Add Account Holders	Opens the form to add account holders and their students. See Add account holders.
Import	Adds account holders and students from a CSV file. See Import account holders and students.
View Import logs	Shows the CSV files you uploaded. See Import logs.

While Swimio is adding account holders in the background, the top of the list shows Batch Operation Progress with a progress bar. The list reloads when it finishes.

Common problems

Problem	Why it happens	What to do
A new account holder is not in the list	Swimio adds account holders in the background.	Wait until the progress bar finishes. The list then reloads.
An account holder cannot log in for the first time	Swimio does not send a password to an account holder that staff add.	Ask them to select Forgot Password ? on the login page. See Add account holders.
An account holder says their account is blocked	They signed up by themselves and did not confirm their email address in time, or their email address was changed.	Ask them to open the confirmation email and select the link. They can ask for a new link from the message in their account.
Email has already been taken. when you edit an account holder	Another account holder already uses that email address.	Search the list for the email address. Check which account holder should keep it.