Logging into the School MIS as staff and troubleshooting login issues

This article covers logging in and out of Arbor School MIS as a staff member, as well as common issues experienced when logging in. Take a look at these other articles if you're looking for information and troubleshooting tips on:

I've followed these instructions and still can't log in

If you've tried to reset your password (shown below) and you're still unable to log in, please get in touch with your school's office to check your email address, check for duplicate emails or manually reset your password.


Logging in as a staff member

Top Tip: We recommend users use their email addresses to log in. If your school has given you a non-email username, please check our guidance here.

Please note that the page you'll see when you log in now looks a little different. You can see full guidance on it here.

Logging in for the first time

Launch an internet browser - we recommend Google Chrome

Go to the URL sent to you in your welcome email where you can create a new password and log in.



If you don't have your welcome email, or the link has expired after 96 hours, ask your Arbor contact in your school. Add a bookmark to your browser to find Arbor quickly tomorrow!

You can also click the option ‘First time logging in?’ and follow the steps.





Click the link in the email. 

Please note: this link will only be active for 96 hours. If 96 hours has already passed, please ask your admin team to reset your password, or click the link on the login page again.



You can then create a password and log in.



When it is your first time logging in, you will have to read and accept our Terms and Conditions. Tick the box at the bottom, then click Accept.



Returning to Arbor

To log into your school MIS using your school's login page, go to your school's URL e.g.  http://[exampleschoolname].uk.arbor.sc. 

Enter your username or email address and password in the boxes, and click Log in.


My password has expired but I cant remember what it was
If you aren't able to remember your old password, you'll need to ask an administrator at your school to change your password for you, and let you know the temporary password.
You'll then need to log in using this password, then you can change it once you've managed to log into your account.
I need to reset my password

If you have forgotten your password, you can click the Forgotten your Password? link.



Enter your email address and click Request set password reset, and you will receive an email with a password reset link.




Helping other staff to log in

To log in for the first time, you can:

  • send staff a welcome email in bulk that includes their username and a link where they can set their password
  • manually set a password for them
  • get them to reset their own password if they are struggling to log in.


You'll need either the School: General Admin: Administer, School: User Accounts: Administer or Staff: User Details Administer permission to reset passwords and manage user access for staff. If you don't have permission, you'll need to ask an administrator to give you permission following these instructions.


We've included some troubleshooting tips below to help resolve common issues.  

Sending the welcome email for staff member's first time logging in

Arbor has the function to send a welcome email whilst creating new staff members. 

The welcome email can be sent whilst a staff profile is being created. To create a staff profile go to School > All Staff > Add New Staff member.

When adding a new staff member you must include:

  • An email address
  • Send Welcome Email option ticked
  • A business role 



Once the Create Staff Member button is clicked a welcome email will be sent with details on how to log in.

The staff member should then click the link in their email, which will take them to a page where they can change their password and log in.



You can also send this welcome email when you add a new email address to a staff member’s Staff Profile. In the Contact Details section, click +Add and choose email address.



In the slide over, choose the email address and tick the box to send the welcome email.



Resetting a password or resending login details

To reset a users password, you can send them a reset password link by email.

First, you will need to access the user's profile by clicking School > All Staff > Browse Staff and selecting the staff member from the list. Alternatively, you can access their profile by typing their name in the search bar in the top right-hand corner.

From the profile page, scroll down to the User Details section.



Click on the username and a slide over will appear with the following options:

Reset Password - If there is an email address on the profile, click on this button to automatically send them a reset email with a link. Please note, this link will expire after 96 hours.

Change Password - If the user's profile doesn't have an email address, click on this option to manually change their password.

Change Username - If the user's profile doesn't have an email address, the user will be given a generated non-email username which can amend this by clicking on this button.



A user can also generate a password reset for their own profile by visiting the login page of your School Arbor site. Once here they can click on the Forgotten your password? link which will take them through a series of steps to generate a new password. 



Troubleshooting why staff can't log in

There may be a number of reasons a user cannot log in to your school's Arbor site.

The staff member hasn't received a login or reset password email

You can see how to fix this here: Email isn't being sent, or is sent to the wrong email address   

Staff is asked to add a student date of birth

If the staff member is asked for a child's date of birth, this means the email address has been used on a guardian profile - perhaps they used to have a child who attended the school.

You will need to make sure the email address on the staff account is unique by following these instructions, which will then allow them to log in to their staff account.   

Check the browser and page

Ensure they are using Google Chrome.

Make sure the site address is as follows: https://[yourschoolname].uk.arbor.sc


Check login details

Check the login details and ensure that the username is the email address used for Arbor.



Add a work email in the Contact Details section (if it's missing). Make sure their work email is set as the default - click the email and edit the slide over. This will be their username for logging in.


Check Business Roles 

Check the staff member has an active business role set on their staff profile. Make sure the end date is set to ongoing, or is in the future - you can click it to edit it.



If they don't have a business role, they won't have access, and will see a message saying "You don't have permission to access Arbor".


Check their password reset hasn't expired

Make sure the password email was sent less than 96 hours ago. If it was sent more than 96 hours ago, the link will have expired and will need to be sent again.


Check they're using the right link to log in

Make sure they are not clicking the link in their reset password email. If they are clicking this link, they should visit the main login page instead.


Clear cookies and cache

It may be that you need to refresh your browser in order to get onto Arbor. To do this, you need to clear the cache - click here for instructions on clearing your cache.

If this doesn't work, you can then clear the cookies for Arbor - click here to see instructions on how to do this for the most widely used browsers.  Please note you will need to delete Arbor cookies and might need to search for these as instructed.



Logging out

To log out, just click the Sign out link at the top-right of your Arbor page. This will log you out of your school site.



You will also be automatically logged out after a period of two hours of inactivity. If you click back into your Arbor tab just before the time is up, you can choose whether to remain logged in.


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