Why can’t I see a contact?
There are a few reasons you might not be able to see a contact you’re expecting to – the troubleshooting steps below will help you locate them
Inactive contact or ex-player
If a contact has been marked inactive (or as an ex-player for Grassroots organisations), they won’t show in your contacts list, and you won’t be able to search for them with the ‘Search contacts’ box.
How to locate and reactivate inactive contacts:
- Navigate to Contact management > Contacts
- Filter by 'Group' then by 'Inactive Users' or ‘Ex-players’ via the left sidebar
- Select the contact(s) from the list
- In the left sidebar, click ‘Manage’ then ‘Mark active’ or ‘Keep as active player’
- Select whether you would like to mark all linked accounts active as well
More information on inactive contacts/ex-players is available here.
Name spelled incorrectly
If a contact hasn’t been made inactive, it’s possible you can’t find them due to their name being spelled incorrectly on their record.
We recommend searching for the account owner’s email address, this will show all linked beneficiaries.
Contact not linked to organisation
If an account owner (usually parent or guardian) has added a new beneficiary via the Thrive4 MemberHub, they won’t automatically link to your organisation.
In this case we advise sharing the link to your booking site - this can be found by heading to Your shop > Shop link. As soon as a purchase is made for the beneficiary, or they sign up for a product, the link will be made between their profile and your organisation, and they’ll show as a contact.
If you don’t wish for them to make a purchase via the booking site, please follow the steps below to manually add the existing beneficiary to your contacts:
- Navigate to Contact management > Contacts
- Click ‘Add Contact’ in the top-right corner
- Select ‘Contact’
- Provide the relevant details as provided by the parent or guardian
- The account owner and beneficiary details must match the existing profiles to ensure the system links the correct details to your organisation
- Untick ‘Send invite’
- Click ‘Create’ and you’re done!
- You can now begin inviting or adding the contact to products as needed
Tip: If the account owner is having trouble adding a new beneficiary, you can use the steps above to create the new profile for them. As long as the account owner’s details are correct the new contact will link to their existing account automatically.