Getting started
Operator troubleshooting
The front-office fault list: family access, receipts, enrolment refusals, and the small set of problems only a platform administrator can clear.
Getting started guide for day and boarding schools.
Last updated August 29, 2026
Most front-office tickets come down to a record that was never linked or an email address that is wrong, and the office can fix nearly all of those. A smaller set cannot be fixed at the desk at all, because they need a role change, a class-record change, or an environment change. Knowing which pile a problem belongs to is most of the job.
Telling a permission problem from a configuration problem
A permission problem follows the person. The same account fails the same way on every pupil, every class, and every day, and the screen either refuses with a message about access or simply never appears in the sidebar. Nothing you change on the family record will help. A configuration problem follows the record. It affects one pupil, one class, or one payment, and a colleague with more authority sees exactly the same thing. The fastest test is to ask somebody senior to reproduce it: if they can, stop looking at roles. The second fastest is to check whether the screen is missing entirely, which is almost always permission, or present but empty, which is almost always data.
| Symptom | Cause | Fix at the desk |
|---|---|---|
| Parent signs in to an empty dashboard | No guardian record carries that user id | Open the child at /parents and issue the portal login. Signing out and in again changes nothing until the record is linked. |
| Receipt email never arrived | No address, or SMTP failed | Read the marker on the payment row at /fees/payments. NO_EMAIL means add an address at /parents; FAILED means resend once outbound mail is working. |
| Pupil still on the defaulters list after paying | The payment was applied to a different instalment | Check the instalments settled at /fees/payment-history against the ones still outstanding. |
| Cannot enrol an accepted applicant | Documents, seats, or a duplicate guard | The response names it: verify the listed documents, free a seat in the section, or check the pupil id returned by the duplicate check. |
| Vendor cannot see a purchase order | The vendor record has no active portal user | Link the vendor account to the vendor record; orders are scoped to that link, not to the email address. |
| No live bus on the parent screen | No trip is running | Live position exists only while a driver has an in-progress trip. Confirm at /transport/day-sheet before treating it as a fault. |
Escalate to the platform administrator
- Nothing sends by email anywhere in the product - that is SMTP, and the test page is limited to Platform Admin and the office Admin role.
- A teacher needs to become a class teacher, or anyone needs a different role. Both are leadership or Platform Admin actions.
- Attendance percentages or working-day counts look wrong, which usually means the academic calendar has not been re-synced after a holiday change.
- Fee reminders, offer expiry, and scheduled notices are not firing. The daily job is not installed on this school and only an administrator can add it.
- Online payment returns a gateway error, which is the payment mode or the provider keys.
Common questions
Quick answers in plain language.
A parent with two children can only see one of them. What can the office actually do?+
Each child is a separate guardian record and the portal login lives on the record, not on the family. Emails must be unique across accounts, so the second record is saved without a login and reports that the address is already in use. The practical fix at the desk is a second guardian record with a different email address; there is no screen that attaches an existing parent login to another child.
Can the office fix a teacher who cannot mark attendance?+
No, not from the front office. The register follows the Class teacher and Co-class teacher fields on the class record, and only Platform Admin, Principal, and Vice Principal can save those at /classes. Adding a subject assignment never grants attendance access, so escalate rather than editing assignments.
A parent says the sign-in link does not work. What should we check first?+
Whether it is the welcome link or one they requested. A link sent from the sign-in screen lasts fifteen minutes; a welcome link issued when the account was created lasts twenty-four hours. Both are single use, and requesting a new one deletes the previous one, so an older email in the inbox will always fail. Magic links only work for parent and student accounts - staff must use a password.
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