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

The 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. 

  • Recheck your login details and ensure your username is the email address you use for Arbor.
  • If you're also a staff member at the school, follow the instructions in this article
  • 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 child's profile.
  • Your school must already have the Parent Portal enabled to allow you to use the Arbor App. Contact them to check.
  • You will need to enter your oldest child who is enrolled in the school's birthday to access the App for the first time.
  • Only relatives who are Primary Guardians of a child can access the Arbor App. Ask your school you check what type of guardian you are.
  • Make sure you are accessing the App on a phone, the App will not function on a tablet.
  • You must be using at least Android 5.0 or iOS 10.0 in order for the App to function properly.

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.

 

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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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.

Screen_Shot_2019-03-29_at_14.05.56.png

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.

I'm still stuck!
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