Troubleshooting · Article 6 of 8

Incorrect name or details showing in the portal

Occasionally a participant or contact may log in and see the wrong name — an old name, a different name, or details that don't match. This is almost always a sync issue between the Navigator profile and the underlying login account.

4 min read Last updated April 2026

Why this happens — two sources of data

When a name is updated in Navigator, a background sync pushes the change to the login account. If the sync hasn't run yet, the portal may show old info.

Fix for contacts — resave the contact's email

For contacts, the sync is triggered by saving the contact's email. If a name was recently updated but the portal still shows the old one:

  1. Open the contact's profile.
  2. Go to Edit.
  3. Confirm the name fields are correct.
  4. Resave — even if you haven't changed anything. Re-triggers the sync.
  5. Ask the contact to log out and log back in.

Fix for customers — update the customer profile

  1. Open the customer's profile.
  2. Go to Edit.
  3. Update first, last, and preferred name if applicable.
  4. Save.
  5. Ask them to log out and back in.

About preferred names: in Navigator, a customer's profile can include a preferred name (shown alongside their given name to your team). In the portal, the display name comes from the login account using given name and family name only.

What if other details are wrong

For details other than name — address, phone, date of birth, NDIS info — these are managed directly from the customer profile:

  1. Open the customer's profile.
  2. Click Edit.
  3. Update the field and save.

These update the profile directly, no separate sync.

What if a contact sees another participant's details

If a contact logs in and sees a completely different participant's name or funding, they may be linked to the wrong customer record, or their login account associated with the wrong profile.