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

There may be a number of reasons you cannot log in to Parent Portal. 

Before looking at troubleshooting steps, please have a look at the email you received from the school with your initial login details enclosed to make sure you're using the right username.

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If your details are correct and you are still not able to access Parent Portal, here are some steps to take:

 

First time logging in?

If this is your first time logging in to the Parent Portal, please do not use your mobile phone. You need to log in for the first time using a computer browser.

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

Recheck your login details and ensure that your username is the email address you use for Arbor.

Ask the school's administrative staff to check the email address linked to the account.  Confirm your email address to them, and once you're sure it's correct on your Arbor profile, ask them to reset your password.  They'll find this under your user details on your Arbor profile.

Make sure the login email 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. Contact your school and ask them to send another email.

If you do need to reset your password, you must ensure that you have included at least 8 characters, one uppercase letter and one lower case letter, and a number in your password.

Ask the school's administrative staff to check that the email address has not been used twice - eg, another guardian or the child's profile.

 

I've forgotten my password

If you have accessed the Parent Portal previously and have forgotten your password, select the option Forgotten your password? option when heading to your school's Arbor login page. This will take you to a second screen where you can enter your email to generate a new password.

Make sure your password includes at least 8 characters, one uppercase letter and one lower case letter, and a number.

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Returning to Arbor?

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

Do not use the link you were sent to create a password as you cannot use this link again. Instead go to http://[exampleschoolname].uk.arbor.sc.

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. 

 

If none of these steps results in you being able to log in to Parent Portal, please contact your school.

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