We have now implemented the ability for a user to retrieve the username associated with accounts associated to a particular email address. Previously, usernames could not be retrieved and this caused frustrations for users in operations where an account has been created on their behalf or when they are unable to remember their username in order reset their password and gain access to their account.
Users may also have multiple accounts associated with the same email address, in order to accommodate parents with children who understandably do not have an email address.
The username retrieval process has been implemented on the web based system as follows:
Where a Single Account Exists:
On the login screens, users will now see the option 'Forgot Username':
On clicking this option, the user will be asked to input the email address associated with their account. When one account exists with this email, the user will be sent an automated email with their username.
This can then be used to reset the password for the account:
Where Multiple Accounts Exist:
When a user has multiple accounts associated with the same email, either where accounts are setup for spouses or dependants or when a duplicate accounts exists, an extra step is required in order to authenticate the user and give them the option to choose which username they would like to retrieve.
After entering the email address, the system will recognize that multiple accounts exist and will send the user a 6-digit verification code. The user will be required to enter the verification code into Step 2 in order to progress to the next screen allowing them to view the Account names associated with the email address:
At this step, the user can then request single, multiple or all account usernames and these will be sent to the user in one email:
If duplicate accounts exist, it is advised that the user contacts their Academy in order to Merge the accounts together.