Why can't a returning family access their new school year account online?

A family had an account last year, but they cannot access their account for the current school year. Why?
Family accounts are usually linked together from year to year. The only change is the Smart Family ID. The middle digits will change per the school year. For example, if the 2016-2017 Smart Family ID was 1234516000111 and the family completed the re-enrollment as a returning family, the Smart Family ID will change to 1234517000111. The family can use the same username and password and toggle to the other school years.

 If a returning family enrolls as a new family, then a new account will be created. with a new Smart Family ID. The family will need to create a new username and password. We cannot link the two accounts together.

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