When an admin creates a personal Amilia account for a client (so they can access your SmartRec store), the client must validate the account and then choose a password to log in and start registering online. This means your clients must respond to the activation request you send to their email address.

If you imported clients into SmartRec during your onboarding, you must still send your client activation requests. They are not sent unless prompted by you or your Amilia Customer Success Manager.

📌Note:

Activation emails are sent even if your store isn’t live yet. If you don’t want clients to receive requests before launch, you can create their accounts without an email address and add it later. Some organizations also take advantage of this option to test activation as admins, or to let clients activate their accounts ahead of time.

When a client goes to Amilia's login page (https://app.amilia.com/en/login) to sign up by themselves, the process is different. To learn how your clients create their own account, click here.

1. Create a new client account

The account owner must be 18 years or older. Once created, the account owner can log in to manage their own information, while admins can view and edit account details from the Clients tab.

Via Clients > Accounts:

Click Operations > + Add new account.
Enter the account owner's email address.
Enter the account owner's first and last name.
Optionally, enter a date of birth and phone number — these can be added later by an admin or the client.

👉 If you don't enter a date of birth, SmartRec assumes the account owner is an adult (18+).

👉 You can create an account without an email address, but the client won't be able to log in. Your organization will be responsible for managing the account, and this can lead to duplicate accounts in the future.

👉 When an admin includes an email during account creation, an activation request is automatically sent to the client.

2. Duplicate prevention

To avoid duplicate accounts, SmartRec runs two verification checks during account creation.

✔️Email verification

SmartRec checks whether the email address:

✅Is valid.

✅Already exists in your client list → you'll be notified and shown a link to the existing account.

✅Matches a client in the SmartRec database → you'll have the option to invite them to your organization's client list. An email will be sent to the account owner requesting consent before sharing their full account information (members, address, contacts).

✔️First & last name verification

Once the email is verified, SmartRec checks whether the first and last name match an existing client in your list. If a potential duplicate is found, you'll be notified and given the option to:

View the potential duplicate account, or
Ignore the warning and create the account anyway.

3. Account activation

When an admin creates an account on behalf of a client, the client must activate it to choose a password and log in.

3.1 Automatic activation request

When you include an email address during account creation, an activation request is automatically sent to the client at that address.

If the client signs up for an Amilia account independently (rather than using the activation email), they'll see a prompt to link their new account to your organization. This prompt remains active for 2 years after activation.

3.2 Manual activation request

If you need to resend an activation email to your client, go to the client's account, under Account Members. Click on Send activation request > Send activation request.

3.3 Mass activation request

It is possible to send out several activation requests at once to your clients.

Go to Clients > Accounts.
Using the Operations drop-down menu, choose Send activation requests.
Fill in the date for which you'd like to send the request. This will send the request to any account created after the set date.
Click Submit to send activate requests out.

📩Here’s what happens when you send a mass activation request:

If a client hasn’t signed up to Amilia or created an account with your organization, they will receive an invitation email.
If a client already has a confirmed username in your client list, no email will be sent.
If a client already has an Amilia account (e.g., created with another organization using SmartRec) but hasn’t yet shared it with your organization, they will receive a request to share their account information.

🔁When resending activation requests:

If you’ve already sent a mass activation request, you can send another one—SmartRec will automatically exclude clients whose accounts have already been activated.
The same logic applies.
Clients who received an invitation in the last 10 days will not receive another one (to prevent accidental spamming).
If needed, you can resend an invitation manually from a specific client account.

3.4 Add or edit a client's email

To activate the account, the client's valid email address will need to be included as you create the account, or it can be added later.

If you created an account without adding an email, or if you need to modify the email you have input, follow these instructions:

Go to Clients tab.
Click on the client's name and go to the Account Members subtab.
Select the Default Adult Form (or any form that asks for the client's email) from the Forms drop-down menu.
Under the Personal Info section, you can add or edit the client's email.
Don't forget to Save your changes.