Troubleshooting login issues - why can't I log in to my school's Parent Portal or Arbor App?

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. 

I haven't received a login or reset password email

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.

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How do I reset my password?

Click the Forgotten 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.

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My reset password link hasn't worked

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.

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The Parent Portal is not enabled 

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.

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My account is suspended

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.

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I see a blanks screen or an error message when I log in

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.

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I can't see my child or can't switch between my children

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

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Make sure you have input your child's date of birth.

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I'm being logged into the wrong account

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 none of these tips work, check:

  • You are using Google Chrome on a desktop or laptop computer
  • You are using the Arbor App on a phone. You should not use the browser on your phone. To use the App you must be using at least Android 5.0 or iOS 10.0 in order for the App to function properly.

Try refreshing your browser by clearing the cache and cookies related to Arbor - click here for instructions on clearing your cache and here to see instructions on clearing your cookies.

 

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.

If you need to pass 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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