Parents

A parent has forgotten her password

• In the the Admin UI, select the 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 the Reset PW  button.

A parent entered her student's name,name notinstead of her own,own when creating an account

You have two options to fix this:

Option 1: Have the parent correct it herself

1. Have the parent log back inin.

andSelect select the Edit Profile option. Update the name field to editreflect her nameown onname.

Option 2: Correct it from the account. Go into the Admin UI,

locate

Go to the parentContacts page in the ContactsAdmin page,UI. andLocate editthe herparent's name.record. Edit the name directly.

I have aA parent who claims thatsays they booked an appointment, but can't see it when they log in, they can't see any appointmentsin

First,

goGo to the the Contacts  section ofin the the Admin UI and locatesearch for the parent by either first or last name. FromSelect there,the small Log tab to review their activity.

The log will help you canidentify checkwhat tohappened:

see

if theThe parent booked with one email andbut loggedis intologging pickAtimein with another.a Youdifferent canemail do this by clicking on the small Log tab and reviewing their activity. Doing this also tells you if theThe parent had booked andbooked, then canceled, and failed tonever re-book,booked or if theThe parent never actually booked atan all.appointment

A parent has logged in via mobile phone. How do theyparents locateview aand list ofmanage booked appointments andon manage them?mobile?

For

parents who have logged in via mobile phone, selectTap the three-bar menu option at the top of the page. ThenUnder Main Navigation, select (under Main Navigation) the green "My Appointments"Appointments option(shown toin seegreen). your

This displays a list of all booked appointments.

Next to each appointmentappointment, istap athe three-bar menu.menu Click on it, and you willto see up to 4four optionsmanagement tooptions. choose from.

How do parents identify their student?

Parents will identify their student withusing two pieces of information.information:

Generally,

this is a numericA StudentIDStudent ID A Security Value and a SecurityValue (usuallytypically the student's birthdate).

By default, the Student ID is numeric. However, if your parents arearen't notlikely familiarto withknow a numeric StudentID,ID, ityou maycan beinstead preferableset the Student ID to create a StudentID that is a concatenation of the first and last name (e.g., "BenjaminFranklin"BenjaminFranklin).  to make it easier for them to identify their student.

My parents do notdon't know their child's StudentID.Student ID

You can change the Parent prompt. To prompt yourwhat parents forare prompted to enter.

Step 1: Switch the FirstStudent NameID +format

Last

Name of the student rather than a numeric security value, goGo to the Global Setup /→ Business Setup page ofin the Admin UIUI. andUnder Miscellaneous, check the box inlabeled the Miscellaneous section where you see "Use First + Last Name as studentIDStudent ID.".  

Parents will alsonow enter the student's first and last name instead of a numeric ID. They'll still need to enter the SecurityValueSecurity Value (typically the student's birthdate, if that's what you haveimported).

imported

Step a2: birthdate,Update thenthe prompt labels (recommended) To make the new format clear to parents, update the prompt text they wouldsee:

enter

theGo birthdate).to We do recommend that you go into the Settings /→ CUI Messages. pageUnder Student, locate the StudentID and adjustSecurityValue prompts. Update the parentlabels promptwith labels.formatting These can be found under Student, and then they are called StudentID and SecurityValue. Under the StudentID prompt, you can enter somethingexamples, such asas:

StudentID prompt: "Student First Name + Last Name (e.g., BenjaminFranklin)." Under the SecurityValue prompt, it is helpful to provide a formatting example, such asprompt: "Student Birth dateDate (e.g., 04/12/99)."

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

YouThis willmeans needthe values the parent entered don't match what's on file for the student.

Option 1: Verify the values match

Go to makethe sureContacts thatpage in the Admin UI and search for the student by name. On the right-hand side, check the Student ID and Security Value on file. Confirm the parent is entering thethese 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 youimported. imported for

the

If student, or if you haveyou've checked the box "Use First + Last Name as StudentID onStudent the ID" (under Global Setup/Setup → Business page, Miscellaneous section,→ Miscellaneous), make sure theythe areparent is entering the student's first name concatenated with theand last name asconcatenated thetogether studentID.

You(e.g., canBenjaminFranklin) also— addnot a numeric ID.

Option 2: Add the student to the parentparent's account fordirectly them. To do this, onIf the parent continues to have trouble, you can link the student to their account yourself:

On the Contacts page, search on the left-hand side for the parent by name. Select the parent andparent, then select the small Parents-Students mapMap tab. Under the Student List, you will only see the names of any students associated with the parent. 
To add a student,List, click the green "Add"Add buttonbutton. underIn the Student List section. The Select Person dialogdialog, boxlocate willand appear with a list of contacts who haveselect the StudentIDcorrect value. Select the student andstudent, then click the Add button,Add.

The student will now appear in the parent's Student List, and the contact willthey'll be addedable to log in without re-entering the student list. StudentID/SecurityValue.

How do I make an appointment for a parent in the AdministrativeAdmin User Interface?UI?

1. Select the the Appointments tab 
   tab.
2. Select the correct calendar date on the calendar (left-hand side 
   side).
3. Select the correct teacherteacher, name andthen click onthe thetime slot where you wouldyou'd like to schedule the appointment. 
   
4. Click the green plus sign. This opens the Select Person dialog.

Select the student:

If the student is on the green plusteacher's sign  ().roster, Thisselect willtheir bring up the Select Person dialog box. 
The student names for the teacher you have selected will be listed on the right-hand side. Select the studentname from the list on the right,right and pressclick the Ok button.OK. If you need to book an appointment for athe student who is not on the teacher's roster, then uncheck the box "studentsStudents of [Teacher Name" andName]", search for the student by name. Thenname, select the student's namethem, and click onOK. This opens the Ok button.  Create Appointment dialog. This will

Now, bring uplink the Createparent:

appointment dialog box.  

• If the parent is already associated with the student,student: the parent'sTheir name will display.display Ifautomatically. this is the case, selectSelect the correct class (if there is more than oneone), class)then andclick press the Ok button. OK.
• If athe parent is not yet associated with the student,student: click onClick the green + button.button Thisto will bring upopen the Select Person dialogdialog. box. In the boxes on the upper left-hand side, searchSearch for the parent by name. If you locate the parent, click on the parent's name in the listupper-left onsearch theboxes. rightIf found, select their name and pressclick Ok.OK, Thenthen select the correct class (ifand thereclick OK.

If the parent is more than one class) and press the Ok button.  If you do not locatefound theat parent'sall: name, then onOn the left-hand side, fill inenter the parent's First Name,Name, Last Name,Name, and Email address (if you have it)available), and then click on the Add Contact button. Click→ onOK. the Ok button. Then selectSelect the correct class (if there is more than one class) and pressclick the Ok button. YouOK. should now

Once see the parent name and the student name displayed incomplete, the appointment box. box will display both the parent's and student's names.

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.