Situation:

A guardian is in ATS but not in JumpRope. Check the guardian's Authorization Code and Relationship Code in the RCON file against the filters shown in Admin > Family Accounts. If either code is excluded, the contact is skipped. Also confirm the RCON was ordered for ALL students and with Y for INCLUDE ADULT & STUDENT EMAIL ADDRESSES -- see How to - Retrieve the RCON file from ATS.

A guardian appears as a Family Contact but has no login. Family Contacts and Family Accounts are not the same thing. A contact needs a usable adult email address to become an account, and the account needs a Welcome Email invitation before the guardian can log in. See FAQ - Managed Family Accounts.

A guardian disappeared after an import. Either the row was removed from ATS, or the contact's code is no longer in your school's filter. ATS is authoritative; JumpRope deactivates accounts that are no longer present in the imported data.

The Relationship field looks wrong or is empty. Confirm the Relationship Code in the RCON file. Codes outside the table above import with an empty Relationship. Relationship is editable on a managed account, but the correction is overwritten on the next import unless it is also fixed in ATS.

You want to see the raw codes for one contact. The original RCON row, including the Authorization Code and Relationship Code, is stored on the contact's read-only Meta field. [VERIFY: confirm the Meta field is visible to school Admins and not restricted to JumpRope staff, and that it is acceptable to point customers at it. Drop this troubleshooting entry if it is internal-only.]