As an admin you may occasionally hear that a parent gets a “user already exists” error during log-in. Here’s what causes it and how to guide them.
What the Error Means:
The “User already exists” message appears when a parent tries to:
Sign-up using an email address that’s already registered
They click on the "Sign-up" button instead of the "Log-in" button when they have to log in.
How to Resolve it:
Here’s what you can advise:
Option 1: Use the Login Button Instead
If the user already created an account (e.g., from a previous invitation), they should log in, not try to sign up again.
Direct them to:
Open the Glanmore app or go to glanmore.kanpla.io
Tap “Log In”
Enter their email and password
Option 2: New Credentials Are Required
Important:
Parents cannot use their old WebOrder login.
The new platform requires them to create new credentials (email + password) by accepting the invitation links.
Remind them to avoid using any previous login info from the old system - this often causes confusion and login issues.
Option 3: Forgot the Password?
If they can’t remember the password they set, tell them to:
Tap “Forgot Password” on the login screen
Follow the link sent to their email to reset it