In this guide, we will give advice on how to troubleshoot a MyChildAtSchool account when Parents fail to login and how to rectify some of the common causes.
This guide can be used by MIS Managers and Administrators to troubleshoot account login issues.
IMPORTANT: If using the MyChildAtSchool App then please perform the following checks BEFORE investigating the matter further:
1. Uninstall the MyChildAtSchool App from your device
2. Ensure your device is up to date and has the latest version of the IOS/Android software installed
3. Reinstall the MyChildAtSchool app to ensure it is on the latest version
4. Retry your login.
If using the web version of MyChildAtSchool, you can try removing the User Account and re-creating it for the parent to set the password again. You can do this by navigating to Modules > MyChildAtSchool > User Accounts > Find the Parent in the list of Contacts > Select the tick box to the left of the parent’s name > Action > Delete. To recreate the account you can follow our guide on How to Create a MyChildAtSchool Account.
If this is still not working then hopefully one of the following tips will give you a resolution
Common Issues
- Can’t Create an Account for a Contact
- Grey MyChildAtSchool Icon on Student Profile
- Wrong Username/Password
- Error When Clicking on Green MyChildAtSchool Icon on Student Profile
- Sibling On Roll Missing From MyChildAtSchool Account
- Parent Not Receiving Invite Email
See also: How To Edit Contacts, How to Create a MyChildAtSchool Account, How to Reset MCAS Passwords & How to Manage and Add Contacts From a Students Record
Can’t Create an Account For a Contact
Tip: This is usually caused by the Contact not having a valid email address alongside their Contact record. If you go into the Contact record on the Student profile you can verify if this email address is present and correct. You can use our guide on How To Edit Contacts to assist you with this change.
Grey MyChildAtSchool Icon on Student Profile:
Tip: The account has either not been created or the user has not been granted access to the account. If you are looking to Grant Access then you can do this by following the steps below
Modules > MyChildAtSchool > Administration > User Accounts
From User Account Maintenance page click the User Account dropdown and Select Contacts to get to the list of Parent User Accounts.
Using the Search bar just above the table and next to the User Account dropdown, find and select the contact you wish to Edit using the tick box to the left. Click Action > Edit
This will bring up the User Account Maintenance popup where you will be able to tick the Access box to the left of the user’s name. If changes have been made, make sure you click Save.
Note: Alternatively, you can also amend the Grant Access box via the Student profile using Edit Contact > Linked Students > Select Student to Edit > Grant Access > Save.
If the account has not yet been created then you can use the following guide to aid you along this process: How to Create a MyChildAtSchool Account
Wrong Username Or Password
Tip: This generally occurs when the parent’s are inputting incorrect login details, or if they have spaces at the start/end of the credentials they are putting in. It commonly occurs when Copying and Pasting emails & passwords.
Get the parent to click on Reset to change their password. For instructions on resetting a password please see the following guide on How to Reset MCAS Passwords
Error When Clicking on Green MyChildAtSchool Icon On Student Profile
Tip: This sometimes occurs because of an issue with the account.
For this you may need to re-create the MyChildAtSchool account. Head to Modules > MyChildAtSchool > User Accounts and Select Contacts. Then find the account with the problem and select it once using the tick box to the left. Click Action > Delete to remove the account. Then you can re-create the account from scratch using How to Create a MyChildAtSchool Account.
Note: It may be worth checking the parent’s email is correctly stored under their Contact record before re-creating the account.
Sibling On Roll Missing From MyChildAtSchool Account
Tip: This can often be caused by Duplicate Contact Records on Either Sibling
To check if this is causing your issue, navigate to Students, select both Siblings and click View.
On each profile, check the Contact ID number of the parent that owns the account. This will be displayed as a number after their name within the Contacts area. In the example below the Contact is ID #7055
Note: The ContactID of the parent must be the same on BOTH profiles. If this differs then it is likely there are two Contact records for the parent. The record the parent is using for their MyChildAtSchool will need to be the same on BOTH Student profiles. If you need to amend the records so they match you can do so by following our guide on How to Manage and Add Contacts From a Students Record.
Parent Not Receiving Invite Email
Tip: This often occurs when the school have not yet input an Email under the School Email box within Config > Communication > Configurations
If this does have a valid School Email within the area then it is also worth checking your SMTP setting are correct. You can do this under Config > Setup > System Settings. Please use our guide on How to Configure SMTP Settings for this.
Note: Remember that the Invite Email link expires after 24hrs. To resend another head to Modules > MyChildAtSchool > Administration > User Accounts > Find contact > Click Action > Send Reset Password Email.
If you still have issues after trying the above solutions then please contact Bromcom Support on 02082907177 or Raise a ticket in your Support Portal. Remember to Include screenshots and examples of your issue.