Contacts with duplicate mobile numbers in your MIS – Parent Hub

How to resolve issues with duplicate mobile numbers in your MIS

This section displays contacts that share a mobile number with someone else in the MIS. This can happen for two reasons:

1. Two parent entries in the MIS have the same mobile number

When parents verify their Parent Hub app accounts, we first ask them to enter their mobile number so we can check it against what your school has on record in your MIS.

If 2 parents (say, Parent A and Parent B) have the same mobile number listed, we have no way of knowing whether it's Parent A or Parent B who's trying to enter their number into the app. When that happens, we prevent a parent from continuing through the process until they have a unique mobile number they can be matched against.

The good news is it's a simple fix!

1: Tap 'View issues' on the box displaying 'Contacts with duplicate mobile number' from the MIS Data page

This will load a screen displaying all the affected contacts and their students.

2: Click on the Mobile Number column header at the top of the table

This will list the matching mobile numbers together, allowing you to spot any duplicates under one another.

3: Identify 2 (or more) parents with the same phone number

For each duplicate, you can spot the other entries that have the same mobile number by clicking the number inside the grey circle in the 'Shared with' column.

4: Update the relevant mobile phone records in your MIS

Once you've identified 2 or more parent records with matching mobile numbers, you'll need to update their records accordingly in your MIS until each is left with a unique mobile record. TIP: if a family has only provided 1 mobile number, you could store it as a mobile against the 1st parent, and a home/work number for the 2nd, thus avoiding the conflict!

2. Multiple children with the same parent(s) aren't sibling-linked in your MIS

When a parent has verified their app account, they're able to receive direct messages about all of their children in one convenient place - the Parent Hub app. After all, there's no point in parents only being able to receive messages about one child and not the other!

For this to work, we need 2 things to be in place in your MIS. Firstly, a parent's mobile phone number record needs to be the same for each of their children, and secondly, each of the parent's children need to be sibling-linked in each direction.

The good news, again, is we make it easy to spot in Parent Hub so you can resolve it in your MIS.

1: Tap 'View issues' on the box displaying 'Contacts with duplicate mobile number' from the MIS Data page

This will load a screen displaying all the affected student contacts.

2: Click on the Contact Name column header at the top of the table

This will sort the entries alphabetically, allowing you to spot any duplicate contacts listed under one another.

3: For each duplicate, click on the number within the grey circle in the Students column

This will identify for you the children that need to be sibling-linked in each direction in your MIS.

4: Update the relevant student records in your MIS

In most cases a sibling link will already be in place, but only in one direction (for example, a younger sibling linked to the elder).

In the MIS, you'll need to add in / update the sibling link so that all children are linked with one another (i.e. Sibling A linked with Sibling B, and Sibling B linked with Sibling A).

After updating your MIS, please wait 24 hours for the change to take effect, or sync your data live if supported for your MIS.

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