There are a variety of easily resolvable reasons why a Parent might have difficulty creating or logging into their UpBup account. Here are some common occurrences and their solutions.


  • The Invitation/Request was sent to an alternate email address in the Parent's UpBup history: 

    Parents can have different email addresses, or emails can have typos when entered to the system.
    Providers can change email addresses for parents as long as the parent has not activated their account. You can learn how to edit this here. 
    If the parent has already activated their account, but wish to switch their UpBup login email, they will need to change it in their forms. Parents can learn how to edit this here.

  • Parent never created ('Registered') their UpBup account with a Login (email address) and Password: 

    You can Check that the parent email provided is correct, and their account status and proceed to REQUEST forms, if a new invite link is needed. 

  • Parent cannot remember login email address and/or password: 

    Parents can reset their password by following the "Reset Password" steps provided at login.

  • "Authentication failed: bad credentials" at login: 

    This means the parent is trying to use an email or password that is not registered in UpBup. You can Check that the parent email provided is correctand REQUEST forms for the parent to create an account. You can provide the parent with the email address they are registered with and suggest they create a new password. 

  • Parent has 10 or more failed password attempts and lockout requires authentication code: 

    Parent will need to insert the authentication code sent to their email and reset their password.