Getting started
User troubleshooting FAQ
Sign-in and access fixes for teachers, pupils, and parents, with the record behind each one and the point at which you have to ask the office.
Getting started guide for day and boarding schools.
Last updated August 29, 2026
Nearly every access complaint is one of two things, and they are fixed in completely different places. Either the account cannot get in, which is about the sign-in tile, the password, or the link; or the account gets in and the screen is empty, which is about a record somewhere else - a homeroom field, a teacher assignment, a guardian link, or a publish state. Work out which before asking anyone for help, because it changes who you need.
Getting in
| Symptom | Cause | Fix |
|---|---|---|
| Credentials accepted then immediately rejected | Wrong sign-in tile for the account type | Choose the tile that matches the account and try the same credentials again. |
| Sent straight to the profile page and stuck there | The account was created with a temporary password | Change the password there. Navigation stays blocked until you do. |
| Email sign-in link says invalid or expired | Single-use token, and a newer request replaced it | Open the most recent email. A requested link lasts fifteen minutes; a welcome link sent when the account was created lasts twenty-four hours. |
| No sign-in link option for a staff account | Passwordless sign-in is limited to parents and pupils | Use /forgot-password, or ask an administrator to reset the password. |
| Signed out repeatedly on every click | The site address does not match the configured one | Report it. This is a server configuration problem, not something an account holder can clear by deleting cookies. |
In, but the screen is empty
| Symptom | Audience | Cause and fix |
|---|---|---|
| No classes on the attendance register | Teacher | You are not the class or co-class teacher of any active section. Leadership sets that on the class record at /classes. |
| Cannot enter marks for a class you teach | Teacher | Marks need an active teacher assignment for the current academic year covering that class and subject. Last year’s assignment does not carry forward. |
| Homework or results look empty | Pupil and parent | Families only ever see published work and published results. Ask the teacher whether it has been published before reporting a fault. |
| Hall ticket cannot be downloaded | Pupil and parent | The exam session publish date must have passed and the individual paper must be published. Staff bypass both checks. |
| Dashboard is empty after a successful sign-in | Parent | The guardian record exists but carries no portal login, or the login belongs to a different record. Only the office can attach it, at /parents. |
| The wrong child is shown | Parent | Family screens carry the child in the address. Use the child switcher, or open the notification rather than an old bookmark. |
| No Pay button on the fees page | Parent | Online payment is switched off for the school, or there is nothing outstanding. The office can confirm which. |
Common questions
Quick answers in plain language.
Sign-in says "This account is not a Teacher login". What does that mean?+
The sign-in screen asks which kind of account you hold before it asks for credentials, then checks the answer against the account after authenticating. A mismatch signs you back out with that message. Teachers use the Teacher tile, leadership uses Admin, other school staff use Staff, and families use Student or Parent. The password was fine.
A teacher can teach a class but /attendance says no class is assigned. Why?+
The daily register is homeroom-only. It lists classes where you are named as Class teacher or Co-class teacher on the class record itself, not classes you teach a subject in. Only Platform Admin, Principal, or Vice Principal can set that field, and they do it at /classes. Adding a subject assignment will not help.
Why does /my-timetable not exist for teachers?+
There is no such route. Teachers open /timetable and use the View tab, which offers a teacher view and a class view, plus a My substitutes tab for cover assigned to them. The Generate, Tools, and Analytics tabs are restricted to Platform Admin, Principal, Vice Principal, and the office Admin role, so a teacher seeing only two tabs is seeing it work correctly.
Can a parent or pupil use the email sign-in link if they forget a password?+
Yes - passwordless sign-in is available to parent and student accounts only, never to staff. The link is single use, a link you request lasts fifteen minutes, and asking for a new one immediately invalidates the previous one, so always use the newest email in the inbox.
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