There's a number of reasons why you may be struggling to log in to the Arbor App or Parent Portal. Use the tips below before raising an issue with your school - they can use the instructions in this article to resolve your issue.
Please note that only parents who have a guardian profile added to their school site can use the Arbor App. School staff and teachers cannot use the Arbor App.
Check your logins
Make sure you are trying to log in using your email address username.
Confirm with your school that the email address you're logging in with is the one logged as your username on your account. They can edit this if it is incorrect.
If they have confirmed your email address is correct on their side and the reset password email is still not arriving, get in contact with your school to request they manually send you a reset password email from their side, or set a new password that you can change when you log in.
If your email address is used on more than one school site you may not be able to get a reset password email for the most current site yourself. Please get in contact with the old school to remove or change the email address from that account to prevent further issues in the future.
Click the Forgot your password? link on your login page to have a reset password email sent to you.
If the email doesn't come through, get in contact with your school to request one. They will be able to manually send you a reset password email from their side or set a new password that you can change when you log in.
If it has been over 96 hours since the email was sent, the link will not work and you will need to have the reset link sent again.
Get in contact with your school to request one. They will be able to manually send you a reset password email from their side or set a new password that you can change when you log in.
Your school has not yet enabled the Parent Portal for you to log in. 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.
You'll need to get in contact with your school to ask them to turn it on for all guardians.
If you get a message that your account is suspended, you won't be able to log in. You'll need to contact your school and ask them if they can enable your account.
You will see a blank screen or error message on the Arbor App if your profile has not been linked to any students. Only people who are Primary Guardians of a child can access the Arbor App or Parent Portal for their children. Ask your school you check what type of guardian you are.
Make sure you have agreed to the Terms & Conditions the first time you have accessed the App or Parent Portal.
Make sure you have input your child's date of birth.
Make sure you're not clicking the link in your reset password email. You will not be able to log in from here.
Please go to the login page for your school or our generic login paage.
If you're being logged into the wrong account, this means your email address is being used on another guardian, student or staff member's profile.
Get in contact with your school to fix this - they will need to remove or change the email address on the account to enable you to log into the right account. They also may need to check there are no duplicate guardian profiles.
If you are receiving a message on the Arbor App login screen that your email or password are incorrect, please check if you can login from login.arbor.sc on a web browser.
If you can login via login.arbor.sc but not into the Arbor App, please check you are using the latest version of the app - if you are, you'll see the version number on the login screen.
- If you can't see the version number, please download the latest version.
- If you can see the version number but can't log in, see the None of these steps worked section below.
If you can't login via login.arbor.sc:
- Try resetting your password.
- If you don't receive a password reset email or you still can't login after resetting your password, see the None of these steps worked section below.
Check your system
If none of these tips above work, check whether you are using the Parent Portal or Arbor App.
Parents can use either the Arbor App or Parent Portal on mobile, although the Arbor App may provide a more optimised user experience.
I am using Parent Portal
Ensure you are using one of our supported browsers: Which browser should we use when accessing Arbor?
Try refreshing your browser by clearing the cache and cookies related to Arbor:
- click here for instructions on clearing your cache
- click here to see instructions on clearing your cookies
I am using the Arbor App
We recommend using the Arbor App on your phone.
To use the Arbor App you must be using at least Android 5.0 or iOS 13.0 in order for the App to function properly.
You should be able to see the version number on the Arbor App login screen. If you don't, you are using an old app version - please download the latest version.
None of these steps worked
If none of these steps results in you being able to log in to Parent Portal, please contact your school.
Please do not contact Arbor as we will not be able to amend anything for you to make sure we keep student data as secure as possible in line with the General Data Protection Regulations (GDPR). You will need to ask your school to amend data or send password reset links to you.
Details to pass onto your school
If you need to pass issues on to your school, please include:
- Your mobile device type and model, e.g. iPhone 14
- The operating system that your device is running, e.g. iOS 16
- Whether you can log into both Parent Portal and the Arbor App, or only via login.arbor.sc and not the Arbor App
- Screenshots or a screen recording of the issues or error messages you are experiencing. On an iPhone SE, you can enable this on your control panel by going to Settings > Control Centre > Customise Controls.