Discover how School Administrators, authorized staff, and Parent contacts with edit permissions can effortlessly add and manage Student Contacts (Parent, Family, Approved Pickup, and Emergency Contacts) in a student's profile.
Contacts and Access
Each student contact type has a different level of access to a student’s profile and brightwheel features. Learn more about permissions for Contact Types: Parents, Family, Approved Pickups, and Emergency Contacts.
Add a New Contact
Parent contacts with edit permissions have the ability to edit a student's profile and can add student contacts from the web or mobile app. Adding a new contact that is a Parent, Family, or Approved Pickup will allow that individual to immediately create a brightwheel account and be associated with that specific student.
💡It's also important to note that when a Parent contact type is added, and the program uses billing, this student contact will automatically be added as a payer. Learn more about Primary Payers and what this means.
The provider will not be alerted when a new contact is added, it’s important to also communicate with the provider if there are any changes to the list of people who are approved to pick up a student.
On the Web
On the App
Modify or Remove A Student Contact
Parent contacts with edit permission have the ability to edit or remove other contacts from a student's profile at any time.
On the Web
On the App
Change Contact Type
If a contact is added to a student's profile as an incorrect contact type, there are ways to remedy this! Parents can update another contact's contact type on the web and app versions of brightwheel.
Please Note: If you are a parent contact and unable to perform the steps outlined below, we recommend contacting your program for further assistance in remedying this situation.
On the Web
On the App
For the security and safety of the student’s personal information, adding and modifying contacts in a student’s profile must be done in a very specific way. It is common to receive an error message if the instructions outlined above are not followed.
The following error messages are the most common when modifying a student’s contact list. Typically they're straightforward to resolve, but sometimes, the contact may need to reach out to our support team to deactivate an old or duplicate account.
The phone number and email belong to different accounts in brightwheel.
This error indicates that there is a mismatch between the email address and mobile phone number entered. This may mean that the contact has two accounts, one with their phone number and one with their email address. To correct this, try adding the contact with ONLY their email address. The contacts should reach out to firstname.lastname@example.org to have the account associated with their phone number removed so that they can add it to their active account.
[Contact name] is already a contact for [Student name].
This indicates that the contact being added is already added as a contact for that student. If the intent is to change the contact type, simply edit the record and choose the desired contact type.
This email belongs to a teacher account. Please use a different email to create their parent account.
This means that the email address of the contact being added is already associated with a staff/teacher account. The staff account needs to be deactivated before the email address can be used for a student contact. Start a conversation with our Support team and we can assist with deactivating that account. Alternatively, this contact can be added as a student contact with just their mobile phone number. This will allow them to use brightwheel as both a student contact and a teacher.
Sometimes it is not always clear what is happening when viewing the brightwheel app as a student contact. Below are the most common questions our support team receives and how best to address them.
Why can’t I see any messages or billing?
This could mean the contact type is not set correctly or possibly that you need to added as a payer on the student's billing account.
Parents can send and see messages, Family can only send messages, and Approved Pickups/Emergency Contacts cannot see or send messages at all.
Family and Approved Pickups can added as payers on a student's account, but are not added by default, like a Parent would be. A program administrator will need to create your account with the correct contact type if it's set up incorrectly.
I have two accounts, one with my email and one with my phone number, can I merge them?
While it is not possible to merge these accounts, it is possible to disconnect and deactivate one account and then add the information to the desired one.
Log into the account associated with the phone number
Add yourself as a parent contact to the student(s) with your email address to ensure that your primary account will be associated with all relevant students
Remove the contact record associated with your phone number
Send an email to email@example.com with your full 10-digit phone number requesting that it be deactivated
Once deactivated, add the phone number to your account associated with the email address.