Families often create multiple family profiles instead of contacting the county office when they have problems resetting their password or when they change email addresses. Since the system prevents a family from entering a street address that already exists in another family profile, the family is prompted to verify the street address or to enter the final digits of a phone number to receive a text to recover an account. The family then contacts the county office to have the email address updated on their existing family profile, but that fails because the email address already exists.
Sometimes the problem is a new 4-H family that has moved into a home where a previous 4-H family resided.

This document shows how to deal with both problems.