Fixing parent login issues

If parents submit an issue with their login, there may be multiple reasons causing this. Below are some common issues and ways they can be resolved. 

• Parent tries to login via the app or desktop, but receives a "server refuses to execute" error message. 

Go to the users list in the portal and check the status of the parent. This error occurs when a parent is listed as "Inactive". To activate them, click on the tick box to the left of their name and then the red "Update Status" button. Once activated, get them to try again.

Note:

Click on the "+" to the left of their name and make sure that there are students attached. If it says "undefined", send an email to support and they can further investigate, as this is a data issue.

• Parent tries to send a reset password, however, never receives the email. 

Sometimes mailboxes can have restrictions and can cause issues with the reset password sending to the parent. If a parent raises this issues, admin can send them a temporary password to use. Refer to the link below. 

Can admin reset a parent password manually?

Note:

If the parent uses the temporary password directly in the app, it will log them straight in. If they want to create their own password, they will need to login with the temporary password via the desktop. 

• Parent can login via the desktop, but not the app

This is caused due to a data issue. To check this, go into the users list and find the parent. Click on the "+" to the left of their name and check to see if it says "undefined". If it does, send an email to support and they can further investigate.