---
title: Why can I not see my child in my account?
description: Some dependant profiles need to be reactivated before they appear in the new Dental 99 app. Your child's profile, appointments and dental records are safe and sound in our system.
---
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1. [Dental 99 Knowledge Base](https://welcome.dental99.com.au/knowledge-base?hsLang=en-au)
2. [General](https://welcome.dental99.com.au/knowledge-base/general?hsLang=en-au)
# Why can I not see my child in my account?
**Quick answer:** Some dependant profiles need to be reactivated before they appear in the new Dental 99 app. Your child's profile, appointments and dental records are safe and sound in our system.
**Why we need to check first**
To protect your child's personal and health information, we verify a few details before reconnecting their profile to your account. It only takes a moment.
**How to reactivate their profile**
Get in touch with your child's full name and date of birth, and our team will reactivate it for you.
Live chat: select "Talk to a Person" at the top of the chat.
Email: [patient.services@dental99.com.au](mailto:patient.services@dental99.com.au)
**Note:** If you need to book or check an appointment for your child in the meantime, our team can help with that in the same conversation.
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