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Both staff and relative users can have different user status. Knowing what each status means and how to find out each user's status will help you with aiding other users in your Tapestry account. 

There are five different status a user can have:

  1. Active
  2. Inactive
  3. Awaiting deletion
  4. Activating
  5. Not activated

These apply to all managers, staff members and relatives. 

You can use the links below to skip to a specific section of this tutorial.

  1. What each user status means
  2. How to find out a user's status
  3. Additional user statuses

We'll start by looking at what each status means.


What each user status means:

Knowing what each status means will help you offer your best support.


Active users can access their profile as long as the actual Tapestry account is active.

If a user that is showing up as 'active' is having issues logging in, it might be that the password they are typing in does not match up with the system's records. We would recommend that these users try resetting their password to start with. 

Users can reset their password by:

1. Going to https://tapestryjournal.com/
2. Clicking "Having trouble logging in?"
3. Clicking the link in the "I've forgotten my password" section
4. Entering the email address that they use for Tapestry and clicking "submit"
5. Checking their email (they may have to look in their spam/junk mail) - the email will be called "Tapestry Password Reset"
6. Clicking the link in the "Instructions" section of the email
7. Filling in a new password and PIN on the form and clicking "Submit"

If the logging in issues persist for active users, please do get in touch with us on customer.service@eyfs.info and we will be able to investigate this further. Please note that we wouldn't be able to help relatives directly, as we can only take requests from you as the data controllers. If relatives are struggling, you can contact us on their behalf. 


Inactive users have been made inactive by a manager in the account. Inactive users cannot log in or request a reset password email. Inactive users will not be deleted from the account unless a manager marks them for deletion. You can deactivate and reactivate users as many times as you wish.

Awaiting deletion

Awaiting deletion users are those users that have been marked for deletion by a manager but are still available in the account. Awaiting deletion users can't request reset password emails and they can't log in to the account. 

This 'awaiting deletion' period is a 90-day long period, during which they can be restored by a manager in the account (you can read more about reactivating relatives and staff members by clicking on the hyperlinked words). 

Please note that once the 90 day period is over, the awaiting deletion user will be permanently deleted from the account. 


Most often that not, managers decide to send activation emails when they add users to the account for the first time. Once the activation email has been sent and until this has been followed up or the activation link has expired after 30 days, users will be activating. 

If an activating user complains about not having received the activation email this could be due to two reasons:

  1. Their email address has a typo and the activation email has bounced back. If there is a typo, you can amend this by going to control panel > manage staff/relatives > filter & sort staff/relatives button > changing the 'status' to 'activating' > clicking on 'edit' by the corresponding profile > making the necessary amendments > save. You can then send them a new activation email as per the instructions in this tutorial here. Remember to clear your page filters once you are done to return back to your default view. 
  2. The email might have ended up in their spam/junk mail folder. 

Activating users can't request reset password emails as their account is not active yet. 

Not activated

Not activated users are those for whom the activation has not been started or the activation has expired. 

You can add staff members and relatives as 'not activated' if you don't want them to access the account yet. In that case, you'd chose not to activate immediately, and they would be labelled as not activated. 

Users can become 'not activated' if they don't follow up the link in the activation email to set up a password and PIN within 30 days of it being sent. If this happens, their user status changes from 'activating' to 'not activated'. 

Relatives that have been transferred alongside their children from another setting will arrive as 'not activated' (learn how to manage these here).

Not activated users can't log in and can't request reset password emails.


How to find out a user's status

To find out a user's status you'd have to go to Control Panel (1) then to Manage Staff or Manage Relatives (2), depending on the user type you'd like to check this for. 


user status.png


Once in the correct section, please go to 'filter & sort relatives/staff' (1), and then change the 'status' filter to 'all (2). For the purpose of this tutorial I will be looking into relatives.







You can now search for a specific user through the search bar (1), and you will be able to see their status next to them (2):





Additional user statuses

There are also two other user categories that are not status as such. These are the unsubscribed and the duplicate categories. 

A user can unsubscribe from Tapestry by clicking on the unsubscribe button on any of our notification emails. When a user unsubscribes they will only be able to log back in after their email has been whitelisted by a manager and they are sent a resubscribe email. You can find instructions on how to do this here



Duplicate users are those users whose email address has been registered twice in the account, i.e. when you have set them up but then receive another copy of them on a transfer. You can learn more about merging duplicate accounts here




Go back to Main Tutorials Page

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