Why can't I log in to my school's Parent Portal or Arbor App?

To make sure we keep student data as secure as possible in line with the General Data Protection Regulations (GDPR) as well as safeguarding, we only work directly with schools.

Please contact your child's school if you have any questions about Arbor, the Arbor App or Parent Portal. The school will be able to help you with the majority of questions you might have, and if not they will contact our support team for assistance. 



Please attempt these steps before raising an issue with your school:

Your school must already have the Parent Portal enabled to allow you to use the Arbor App. If they haven't yet enabled it, you won't be able to log in. 

Only relatives who are Primary Guardians of a child can log in. Ask your school you check what type of guardian you are.




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 and possibly delete cookies related to Arbor - 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. 

You must be using at least Android 5.0 or iOS 10.0 in order for the App to function properly.



Ask the school's administrative staff to check the email address you're trying to log in with is the one linked to your account. If your email is correct, as try resetting your password. Click the Forgotten your Password option when logging in to be sent an email to reset your password.



If you've received an email to reset your password, make sure this was sent to you less than 96 hours ago. If you received the email more than 96 hours ago, the password creation link will have expired. Use the Forgotten your Password option to reset your password. 




You will need to enter your oldest child who is enrolled in the school's birthday to log in for the first time.



Make sure you have agreed to the Terms & Conditions the first time you log into the App or Parent Portal.



Ask the school to check that the email address has not been used twice - eg, on their child's profile. They will need to change the email address on one of the profiles to allow you to log into the right profile.

If you're also a staff member at the school trying to log into your guardian account, you'll also need to make sure the email address on both profiles are different. Follow the instructions in this article

  • staff_and_guardian_account.png


If none of these steps results in you being able to log in to Parent Portal, please contact your school. When passing issues on to your school, please let them know the type and model of phone you are using, e.g. an iPhone SE. Please also include screenshots or a screen recording of the issues you are experiencing. On an iPhone SE, you can enable this on your control panel by going to Settings > Control Centre > Customise Controls.

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