This article is designed for Primary schools who have recently onboarded to Arbor and outlines potential log in issues once their Arbor site has been released. It outlines how to troubleshoot these, and what steps the school's Project Lead would need to take to resolve these.
Now that your migration is complete, it's important to ensure all members of staff are able to access Arbor! Once you have reviewed your school's Arbor site and are ready for the rest of the team to log on, you'll need to share your URL to allow them to log on.
Locating a Staff Profile:
If staff members report any issues logging in, please start by searching for their profile. You will then be able to determine the appropriate resolution:
If the member of staff does not appear in the original search, please follow the steps below:
Once you have accessed their profile and identified the issue, please follow the appropriate resolution below.
Potential Log In Issues:
Missing Email Address
There is not currently an email address associated with this user's profile. This will need to be added following the process below:
Missing Business Role
The user does not currently have a business role assigned. This will need to be added to allow them to log on. You can find out more about business roles and permissions here.
Duplicate Email Address
Users will not be able to log in if their email address is used for more than one staff profile. Each staff profile will must have a unique email address. To resolve this, you will need to delete the email address from one of the profiles:
Incorrect Default Email Address
Staff members should use their Work Email Address (Default) to log in to Arbor. If a personal email address is set as default, they will not be able to log in:
Guardian Profile
If a staff member's email address is also associated with their guardian profile, they will not be able to log in. We recommend adding a personal email address to the guardian profile to avoid this:
If you experience any further issues, feel free to reach out to us at: myonboarding@arbor-education.com
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