Each book is registered with a primary contact person assigned to it. At the time the book is registered, an email is sent to this person to invite them to log into their yearbook.
If the client did not receive the email inviting them to access the book, first check to see if there was a problem with the email itself, be it a typo in the address or that your client's email server rejected the message.
Click on Manage Schools, then View the school in question.
If the email bounced, you will see a Failed notification listed by their book.
Verify the client's email address to ensure that there are no typos or extra spaces. As long as the book is unregistered, you can update this information. Make any required changes, then Click Update at the bottom of this window to apply any changes.
The welcome email will re-queued. If it is successful, the book will be updated to reflect that the email was received by their email server.
Should the email fail again, and you are completely sure that there are no typos in the email, your client's email server may be blacklisting the email. In this case, it would be simplest to update the email address to another address (gmail, hotmail, etc.) as provided by your client or ask the school to whitelist "firstname.lastname@example.org."
Note that email address may be updated only so long as their book remains unregistered. As soon as the book is registered (meaning, the administrator has followed the instructions in the email and logged into the book), no further changes can be made.
In the event that the primary contact person changes during the year, you as the publisher can log into your clients book to set up a new Editor-in-Chief account to enable them to log into the book.