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Learning Lab » Tips & Tricks » Understanding Relative and Staff Statuses on Tapestry

  • Tips & Tricks

Understanding Relative and Staff Statuses on Tapestry

  • August 19, 2026
  • By Adam
  • 7 min read

This article explains the different user statuses on Tapestry for staff and relative users. You can use this information to support managers, staff members and relatives when they are having trouble accessing their account. The 5 user statuses are:

  • Active
  • Inactive
  • Awaiting deletion
  • Activating
  • Not activated

Active

An active user can access their profile, provided the Tapestry account itself is active.

If an active user cannot log in, first ask them to reset their password. Their password may not match the details stored in Tapestry. They can reset their password from here, and you can then check that this has been completed through your account’s history log. 

If the login issue continues, contact customer.service@eyfs.info so we can investigate further. We can only respond to requests from the data controller, which is a manager on the account. So if a relative is having trouble, you will need to contact us on their behalf.

An illustration of a teacher talking to a parent with two children

Inactive

An inactive user has been made inactive by a manager. Inactive users cannot log in or request a password reset email. They remain in the account unless a manager marks them for deletion. You can deactivate and reactivate users as many times as needed.

Awaiting Deletion

A user marked as awaiting deletion has been selected for deletion by a manager but is still visible in the account. They cannot log in or request a password reset email.

The awaiting deletion period lasts for 90 days. During this time, the staff or relative will not be able to login or access their account. However, a manager can restore the user. You can read more about reactivating relatives and staff members.

After 90 days, the user is permanently deleted from the account.

Activating

A user is shown as activating after an activation email has been sent, or an activation link has been generated by a manager. This status remains until the user follows the activation email or link, or until the email or link expires after 30 days.

Activating users cannot request a password reset email because their account is not active yet.

If an activating user claims to have not received the activation email it’s important for them to check their junk or spam folder, as it may have ended up there. You can confirm that their email was delivered by checking your account’s email log.

You should also check that their email address is free from typos, and make any changes that may be needed via the Manage Staff or Manage Relatives page. If you do amend their email address you will need to retry their activation.  

Not activated

A not activated user has either not started activation or their activation link has expired. Not activated users cannot log in and cannot request password reset emails.

You can add staff members and relatives as not activated if you do not want them to access the account yet. To do this, choose not to activate them immediately when creating their profile.

A user also becomes not activated if they do not use the activation link to set up a password and PIN within 30 days. After the 30 days their status then changes from activating to not activated. If you do wish for them to have an active account you will need to retry their activation.  

Relatives transferred with children from another setting will also arrive as not activated. You can learn how to manage transferred relatives here.

There are two additional user categories that are not statuses but may affect whether a user can access Tapestry.

Unsubscribed

A user can unsubscribe from Tapestry by selecting the unsubscribe option in a notification email. After unsubscribing, they can only log back in once a manager has whitelisted their email address and sent a resubscribe email. You can find instructions on how to do this here.

Duplicate

A duplicate user is created when the same email address appears more than once on the account, for example when a user has been set up manually and then transferred in from another setting. You can see here for information on fixing duplicatre accounts. 

Adam

Product Support Specialist
After studying Leisure and Sport Management at Brighton University, Adam spent 10 years managing leisure centres before moving into software support and training within the leisure industry – combining hands-on experience with technical expertise. He joined Tapestry as a Product Support Specialist in 2025, having previously used the platform as a parent while his daughter attended nursery, giving him insight into the user experience from both sides. Outside of work, Adam enjoys staying active, playing football, travelling the world with his family, and unwinding with a good film.

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