Account lookup

Note: This feature is not available widely. If you would like it for your organization, please reach out to Avela!

If a parent does not remember the phone number or email address they used to login, or if an account was imported for them with a phone number or email they have forgotten, they can use account lookup. Account lookup asks the parent for some information about themselves (name and address) and, if a match to an Avela account is found, shows them how to get access.

Account lookup can be found at the following URL, with {org-name} being the name of your organization in Avela:

apply.avela.org/{org-name}/account-lookup

Account lookup flow

Once navigated to the account lookup page, the parent will be asked to the following:

1. Enter their (the parents, not students) full name.

   

2. Enter at least one address associated with them. More than one address can be entered if needed. For example, if a parent recently moved, they may want to enter two addresses - their previous and new residence - to increase their chances of finding their account.

   

3. Solve a short CAPTCHA. This usually just requires clicking the checkbox, but the parent will sometimes be asked to solve an image CAPTCHA.

   

Finding an account (success)

If there is a match to an account in the Avela database, a redacted version of their login method will be shown. This can be either a phone number or email address.

Note that when an imported account is found, the parent will be directed to sign up instead of login. This is because a parent must sign up if they've never accessed the account before. The shown page is slightly different only in copy, referring to sign up rather than login:

Finding an account with multiple login methods (success)

When an account is found with both email and phone login methods available, they will both be shown in their redacted form, along with buttons to move forward with the parents preferred method.

The button to direct the parent to move forward with their email will read either "Login with email" or "Sign up with email" depending on if the email has been logged in with before or not. The button will direct the parent to the correct page and flow for this.

The button directing the parent to move forward with their phone number will always read "Login with phone number". This will not affect the parent experience. Navigating to the page resulting from the button click will prompt the parent for their phone number and they can properly access the right account regardless of if their phone number is linked at that time.

Not finding an account (failure)

If there isn’t a match, an failure state will be shown to the parent. This error state encourages parents to reach out to your organization to get their account. This is to prevent the parent from creating a duplicate account.

For the failure states, the link for "Stuck? Get help" button is configurable by your organization. It's advised to make this link go to your organizations support page or contact form so the parent can get help as quickly as possible.

Finding multiple accounts (failure)

If the parent goes through account lookup and the entered information results in multiple accounts being found, the failure message will explicitly say so:

This message explicitly asks the parent to reach out to your organization to get more information on how to proceed. The "Reach out to school district" button uses the same help link as the failure state above.