A protected profile says details could not be read

Symptom: a protected profile card reads, in red: "Details are on file but could not be read — contact the office."

What it means: the sensitive fields are stored encrypted, using keys derived from your WordPress site's secret salts (set in the site's configuration file). This message means a stored value no longer decrypts. Two causes: the site's salts were changed (affects every student at once, typically after a migration, a security reset, or a host-side change), or a single stored row was corrupted (affects one field on one student).

First, know what it is not: it is deliberately *not* shown as "no known medical conditions". Unreadable never masquerades as none, and the amber safeguarding dot stays on. Treat the student as having the details their paper records say they have.

Fix:

1. One student, one field: re-enter the value from the club's own records via the directory's profile editor. Saving writes a freshly encrypted value and the card recovers.
2. Every student at once (salts were changed): if the previous salts can be restored to the site's configuration, every affected value comes back readable. Order matters: restore the salts *first*, then re-save anything edited in the meantime. This is a job for whoever manages your hosting or built the site; point them at this article.
3. No previous salts available: the encrypted values are genuinely unrecoverable (that's the security working as designed). Re-enter the details from your own records; each save stores them freshly encrypted.