Troubleshooting parent logins

Follow this guide if you're trying to figure out why a parent is unable to login to the system, or if they do not see all their children upon logging in.

Prerequisites

Before proceeding, ensure you know how your system is configured for authenticating parents. Specifically, know if your system has imported or synced parents as this means the parent details are checked during login.

1. Go to the Data > Student section and find the student which the parent has trouble logging in for. If the parent has multiple children, choose one of them.

   

   Unable to find the student? Please check the student appears in your SIS correctly and re-sync. If you manually import data, please import a revised Students file which contains this student.

2. Click anywhere in that row to open the Student Information page which shows you all the data you have for that student.

   In order to log-in, a parent must enter details about the student that match the information in the system exactly (i.e. if their name is 'Samantha', they cannot enter 'Sam').
   Depending on how you authenticate parents, they may be asked to enter their child's Date of Birth, or Registration Class, or another piece of information which would appear in place of Registration Class in the above screenshot.

3. If you find some details are incorrect and the record is synced with an information system (denoted by the cloud icon), correct the record in your information system then re-sync the system.
   You can find information on what we sync and why particular records might not come through in the  School Information Systems category on our support site. 
   
   If the record isn't synced with an information system, edit the details on the page directly then click the  Save button.
4. Communicate to the parent the correct details they should use to login to the system.

Troubleshooting Parents

1. Go to the Data > Student section and find the student which the parent has trouble logging in for. If the parent has multiple children, choose one of them.

   

2. Click anywhere in that row to open the Student Information page which shows you all the data you have for that student. Check the Linked Parents section at the bottom.

   

   Unable to find the parent? It's possible the parent may appear in Data > Parents, however you should only look at parents which have the cloud icon to indicate they are imported or synced. If they appear, click on them to see which students they are linked to. It's possible they are linked to siblings and not this student.
   
   Please check the parent appears in your SIS and is linked to the student correctly and re-sync. If you manually import data, please import a revised Parents file which contains this parent linked to the student.

   In order to log-in, a parent must enter details that match the information in the system exactly for the parent fields chosen for authentication. 
   Check the Configuring how parents login to the system guide if you are not sure which are used.
   
   For example, assume this system has been configured to match parents based on their Parent Title & Parent Surname.
   If the parent logged in as Ms H Abbess, it would show the Unable to find a student and/or parent with those details error.
   If the parent instead logged in as Mrs H Abbess, it would log them in successfully (assuming the details entered about the student are correct).

3. If you find some details are incorrect, correct the record in your information system then re-sync the system. As a reminder, you should see the cloud icon to indicate this record is synced.
   You can find information on what we sync and why particular records might not come through in the  School Information Systems category on our support site. 
   
4. Communicate with the parent the correct details they should use to login to the system.

Troubleshooting: Siblings don't appear for parents or they have to login separately for each child

1. Go to the Data > Student section and find the student which the parent has trouble logging in for. If the parent has multiple children, choose one of them.

   

2. Click anywhere in that row to open the Student Information page which shows you all the data you have for that student. Check the Linked Parents section at the bottom.

   

3. Click on the parent which is logging in but unable to see all siblings together. This takes you to the Parent Information page. Check the Linked Students section at the bottom.

   • If all the siblings are shown, the parent should have no issues accessing all siblings.
   • If any siblings are missing, this means the parent record isn't linked to the sibling.
     It's possible there is a duplicate parent which is linked to the sibling, or the sibling has no parent record linked at all.
     Go back to Step 1 and choose the sibling which doesn't appear. Check if the parent appears under Step 2 for the sibling. If so, they have a duplicate parent record which should be visible when going to Data > Parents and searching for the parent's name.
   • If all the siblings are shown, the parent should have no issues accessing all siblings.

All siblings are shown

If all the siblings are shown, the parent should have no issues accessing all siblings.

Siblings are missing

If any siblings are missing, this means the parent record isn't linked to the sibling. It's possible there is a duplicate parent which is linked to the sibling, or the sibling has no parent record linked at all.

Go back to Step 1 and choose the sibling which doesn't appear linked to the parent.
Check if the parent appears under Step 2 for the sibling's record. If so, they have a duplicate parent record which should be visible when going to  Data > Parents and searching for the parent's name.

Please check there is a single parent in your SIS and they are linked to all siblings correctly and re-sync. For more details on how to do this, please contact your SIS support team for assistance.
If you manually import data, please import a revised Parents file which contains the parent linked to the siblings.