This article is for Carousel Platinum MIS admins who can't find a member of staff in either the MY ACCOUNT > USERS table, or via the MY ACCOUNT > USERS > ADD USER drop-down list of emails.
1. FOR MIS-INTEGRATED PLATINUM USERS ONLY: Check Configuration of Staff Member in MIS
Carousel pulls through staff emails from the Work/Main/Primary field within a school's MIS. If a staff member's email isn't showing via the Add User drop-down list, please ensure they have their school email within one of the Work/Main/Primary fields in their profile in the school's MIS. It will then take 24-48 hours for this email address to pull into Carousel, which will then allow you to Add & Invite.
2. ALL PLATINUM USERS: Check if the missing staff email has an existing Carousel account
It may be that the missing teacher already has an individual Carousel account (Gold/Silver) associated with their school email address, which would stop them from showing as available on the Add User drop-down list. To check this, go to https://app.carousel-learning.com/teacher and enter their email address.
If you see the screen below, it means that the user already has a Carousel account:
In order to add this user to the Platinum account, we will need to delete their existing individual account. To do this, please email us the teacher's name and email address to email@example.com, with the subject line Silver deletion request.
If you see the screen below, inviting you to register a new account, it means there is no account associated with that email and you should close the tab and take no further action on the Carousel website.
In this case, please email us the teacher's name and email address to firstname.lastname@example.org, with the subject line Unable to add MIS user, and in the body please confirm that you have carried out the checks outlined in the steps above.