A parent can't see their child

Sometimes a parent signs in to the app but cannot see their child, or sees only one of their children. This article shows you what to check and how to fix it.

Before you start

• Ask the parent which mobile number or email they use to sign in.
• You need access to Students. If you do not see it, ask your school admin.

Check the guardian details

1. Go to Students → All students.
2. Search for the child by name, roll number or admission number.
3. Open the child's profile.
4. Find the guardian details.
5. Check the guardian's mobile number and email. They must be the same as the ones the parent uses to sign in.
6. If something is wrong, correct it and click Save.

Check the parent's login

1. On the child's profile, check that the guardian has a parent login.
2. If there is no login, give the parent a login for this guardian.
3. Ask the parent to choose Log out in the app and sign in again.

Brothers and sisters

When one parent has more than one child in the school, the app shows Which child? so the parent can switch between them.

1. Open each child's profile, one by one.
2. Check that the same guardian, with the same mobile number or email, is on every child.
3. Correct any child where the details are different, and click Save.

Good to know

• If the parent sees More than one login uses this mobile number, they can sign in with their email instead, or you can check which logins share that number.
• If the parent sees Parent and student sign-in is switched off at the moment, the child's details are fine. Parent sign-in is off, so the parent cannot use the app right now.
• A child who has left the school shows as Left the school. Fees, receipts and results stay visible.
• Results show only after the school publishes them.
• To know what each screen shows, read What parents see in the app.