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Parents

A parent has forgotten her password
  • In the Admin UI, select the Contacts tab
  • Search by name for the parent in the Search Control boxes.
  • When you locate the parent record, click on the record, and you will see the parent's email displayed in the middle section. 
  • Click on the Reset PW button.
A parent entered her student's name, not her own, when creating an account
  1. Have the parent log back in and select the Edit Profile option to edit her name on the account.
  2. Go into the Admin UI, locate the parent in the Contacts page, and edit her name.
I have a parent who claims that they booked an appointment, but when they log in, they can't see any appointments

First, go to the Contacts section of the Admin UI and locate the parent by either first or last name. From there, you can check to see if the parent booked with one email and logged into pickAtime with another. You can do this by clicking on the small Log tab and reviewing their activity. Doing this also tells you if the parent had booked and then canceled and failed to re-book, or if the parent never booked at all.

A parent has logged in via mobile phone. How do they locate a list of booked appointments and manage them?

For parents who have logged in via mobile phone, select the three-bar menu option at the top of the page. Then select (under Main Navigation) the green "My Appointments" option to see your appointments. Next to each appointment is a three-bar menu. Click on it, and you will see up to 4 options to choose from.

How do parents identify their student?

Parents will identify their student with two pieces of information. Generally, this is a numeric StudentID and a SecurityValue (usually the student's birthdate). However, if your parents are not familiar with a numeric StudentID, it may be preferable to create a StudentID that is a concatenation of the first and last name (e.g., "BenjaminFranklin"). 

My parents do not know their child's StudentID.

You can change the Parent prompt. To prompt your parents for the First Name + Last Name of the student rather than a numeric security value, go to the Global Setup / Business Setup page of the Admin UI and check the box in the Miscellaneous section where you see Use First + Last Name as studentID".  Parents will also need to enter the SecurityValue (if you have imported a birthdate, then they would enter the birthdate). We do recommend that you go into the Settings / CUI Messages page and adjust the parent prompt labels. These can be found under Student, and then they are called StudentID and SecurityValue. Under the StudentID prompt, you can enter something such as Student First Name + Last Name (e.g., BenjaminFranklin). Under the SecurityValue prompt, it is helpful to provide a formatting example, such as "Student Birth date (e.g., 04/12/99)."

When my parent enters in the values for their student, they get an error message, "failed to find student with the values supplied."

You will need to make sure that the parent is entering the same values for the StudentID and the SecurityValue that you have imported for that student. Search for the student's name in the Contacts page of the Admin UI. In the right-hand side, you will be able to see the values that are on the student's account. Make sure that the parent is entering the values exactly as you imported for the student, or if you have checked the box Use First + Last Name as StudentID on the Global Setup/Business page, Miscellaneous section, make sure they are entering the student's first name concatenated with the last name as the studentID.

You can also add the student to the parent account for them. To do this, on the Contacts page, search on the left-hand side for the parent by name. Select the parent and then select the small Parents-Students map tab. Under the Student List, you will only see the names of any students associated with the parent. 
To add a student, click the green "Add" button under the Student List section. The Select Person dialog box will appear with a list of contacts who have the StudentID value. Select the student and then click the Add button, and the contact will be added to the student list. 

How do I make an appointment for a parent in the Administrative User Interface?
  1. Select the Appointments tab 
  2. Select the correct calendar date on the left-hand side 
  3. Select the correct teacher name and click on the slot where you would like to schedule the appointment. 
  4. Click on the green plus sign  (). This will bring up the Select Person dialog box. 
  5. The student names for the teacher you have selected will be listed on the right-hand side. Select the student from the list on the right, and press the Ok button. If you need to book an appointment for a student who is not on the teacher's roster, then uncheck the box "students of Teacher Name" and search for the student by name. Then select the student's name and click on the Ok button.  
  6. This will bring up the Create appointment dialog box.  
  7. If the parent is already associated with the student, the parent's name will display. If this is the case, select the correct class (if there is more than one class) and press the Ok button. 
  8. If a parent is not yet associated with the student, click on the green + button. This will bring up the Select Person dialog box. In the boxes on the upper left-hand side, search for the parent by name. If you locate the parent, click on the parent's name in the list on the right and press Ok. Then select the correct class (if there is more than one class) and press the Ok button. 
  9. If you do not locate the parent's name, then on the left-hand side, fill in the parent's First Name, Last Name, and Email address (if you have it), and then click on the Add Contact button. Click on the Ok button. Then select the correct class (if there is more than one class) and press the Ok button. You should now see the parent name and the student name displayed in the appointment box. 
A parent wants a longer appointment than our standard 15-minute slots. How can I accommodate this?

You'll need to book this manually through the Admin UI, since it requires overriding the normal one-appointment-per-parent-per-teacher rule.

Steps:

  1. In the Admin UI, schedule the appointment for the parent (see Making Parent Appointments).
  2. Since the parent needs more time, book a second, consecutive appointment with the same teacher.
  3. This second appointment will be flagged with a red box, since it breaks the one-appointment-per-parent-per-teacher rule.
  4. Select the flagged appointment and click Confirm Appointment to force it through.
How do I handle divorced parents who need separate appointments?

By default, the system allows only one appointment per parent per teacher. For divorced parents, use the Clone Student feature to create a second student record, allowing the second parent to book their own appointments with the same teachers.

Steps:

  1. Go to the Contacts page and locate and select the student.
  2. Click Clone Student. This creates a duplicate record for the student.

If the second parent is already attached to the student: You'll be prompted to "clone and separate." Selecting this lets you assign the cloned record to the second parent.

If the second parent is not yet attached to the student: Have the second parent log in and locate the student by entering:

  • The Student ID followed by an asterisk (e.g., 1234*)
  • The student's birthdate

They'll then be able to schedule their own set of appointments.

How do I search for a parent or student?
  1. Select the Contacts tab.
  2. In the Search box, enter the parent's or student's first or last name.
  3. Click Search.

Tips:

  • To list all contacts, leave the search box empty and click Search.
  • Not sure how a name is spelled? Try a partial search (e.g., just the first few letters) to widen your results.
How can I see the appointments my parents have made?
  1. Go to the Contacts tab and search for the parent's name.
  2. Confirm you have the correct parent — check the name and email address shown on the right-hand side.
  3. Select the Appointments tab.

This displays a list of all appointments the parent has made. From here, you can print or email the schedule directly to the parent.

Is there a way to see when a conference was scheduled (not the conference time, but when the booking was made)?

Yes — there are two ways to find this:

Option 1: Add the field to a report

  1. Go to the Reports page.
  2. Click Additional Report Fields.
  3. Select Appointment Fields.
  4. Check the box next to Created Date.

This adds the booking date/time as a column in your report.

Option 2: Check an individual contact's log

  1. Go to the Contacts page in the Admin UI.
  2. Locate the contact.
  3. Select the small Log tab.

This shows when the appointment was booked.

How can I log in as if I were the parent?
  1. Go to the Contacts section in the Admin UI.
  2. Locate and select the parent's name.
  3. Click Login As.

This logs you in as the parent from your administrative account, without needing their password.

From here, you can:

  • View any appointments the parent has already booked
  • Make, change, or cancel appointments on their behalf

Note: The parent will still receive confirmation/reminder emails for any bookings made this way. The system logs the action in the Log section of the parent's contact record, noting that an admin booked on their behalf.

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