Troubleshooting login issues for parents - why can’t parents log in?

This article covers logging in and out of Arbor as a guardian. Take a look at these other articles if you're looking for information and troubleshooting tips on:

There's a number of reasons why parents may be struggling to log in to the Arbor App or Parent Portal. You can share this article with parents so they can troubleshoot login issues they're experiencing, and to help you determine what the issue is. Use the tips below first before raising an issue with our Customer Support.

The guardian hasn't received a login or reset password email

Go to the guardian’s profile and check the email address is the one the guardian is using to log in with. The email address will have been used for the welcome email.

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If you need to change their email address, you can edit this in the Contact Details section of their profile.

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If they are using the right email the reset password email is still not arriving, you can manually send them a reset password, or set a new password that they can change when they log in from the User Details section of their profile.

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If their email address is used on more than one school site they may not be able to get a reset password email for the most current site themselves. They would need to 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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The reset password link hasn't worked

If the guardian has been sent a link to reset their password, make sure it was sent less than 96 hours ago. If it was sent more than 96 hours ago, the password creation link will have expired.

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Ask the guardian to click the Forgotten your Password option when logging in to reset their password.

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If the reset password email doesn't come through, you can send them a reset password link manually from the User Details section of their profile.

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The account is suspended

If they are getting a message that their account is suspended, they won't be able to log in.

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You can toggle whether an account is suspended from the User details section on their profile.

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The Parent Portal is not enabled

Make sure you have enabled the Parent Portal. Parents can only log into the Arbor App if you already have the Parent Portal enabled.

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To enable Parent Portal, follow the instructions in this guide to prepare to switch it on, then go to Students > Parents & guardians > Parent Portal Settings. Make sure the Parent login field in the Security & Privacy section is set to Yes.

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The guardian is not linked to students and sees a blank screen

A guardian will see a blank screen if their profile has not been linked to any students.

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Only people who are Primary Guardians of a child can access the Arbor App or Parent Portal for their children, so you'll need to link them to each of their children as a primary guardian. You can check this by going to their Guardian Profile and clicking the link to their child.

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If the child is not linked to the guardian you can click +Add in the Linked Students section on the guardian profile to link them.

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The guardian can't see their child or can't switch between their children

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

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Make sure they have input the birthday of the child they are linked to.

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If the child is not linked to the guardian you can click +Add in the Linked Students section on the guardian profile to link them.

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If they are linked to a child, it might be the case that a duplicate guardian profile has been created. You'll need to merge the profiles together so the guardian can see all of their children. Take a look at this article to see how. 

Top Tip: Not sure which guardian profile is most recent? Any students linked to the guardian who are currently enrolled will have their registration form next to their name.

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The guardian is being logged into the wrong account

Check the email address the guardian is using has not also been used on a student, staff or duplicate guardian's profile. If it has, you'll need to change the email on one of the profiles so the system will know which account to log into.

For example, if a guardian and a child have the same email address, you'll need to change or delete the email of the child.

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If they are also a staff member at the school trying to log into their guardian account, you'll also need to make sure the email address on both profiles are different. Follow the instructions in this article

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If they are being logged into an old guardian account, you'll need to merge these together so the guardian can see all of their children. Take a look at this article to see how. 

Top Tip: Not sure which guardian profile is most recent? Any students linked to the guardian who are currently enrolled will have their registration form next to their name.

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If none of these tips work, check:

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

Please remember that we do not advise parents directly, so if they need to pass issues on to your school, ask them for the type and model of phone they are using, e.g. an iPhone SE.

Please also ask for screenshots or a screen recording of the issues they are experiencing. On an iPhone SE, you can enable this on your control panel by going to Settings > Control Centre > Customise Controls.

You can also try logging in as a guardian to see what they can see to be able to troubleshoot issues if the guardian has not given you enough information.

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