Originally from ticket #13083.
I added a new family today. I could not find her in families or in prospective clients but the system would not accept her email address. Her name is xxxxxxx and the email is firstname.lastname@example.org. I got her registered for a class but would like for her to receive email communication from me. Is there a glitch or something I can do to fix the problem? I've emailed her myself and it's a valid address.
She was actually already there. You probably did not see her because YourVirtuoso defaults to only showing families who were active in the last year (you can change this using the "Families Active in Last..." selector at the top right of the list).
In these cases, the foolproof way to check is to use Family/Find a Family to search for the email address.
Fortunately, the old family had no enrollments, so you can just archive them and the update the new family email and give them a password.