Parents

A parent has forgotten her password

In the passwordAdmin UI,

Toselect resetthe a

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 password,email followdisplayed thesein steps:the middle section.  Click on the Reset PW button.

A parent entered her student's name instead of her 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 in.

Select Edit Profile. Update the name field to reflect her own name.

InOption 2: Correct it from the Admin UI

tool,

goGo to the Contacts page in the Admin UI. Locate the parent's record. Edit the name directly.

A parent says they booked an appointment, but can't see it when they log in

Go to the Contacts section in the Admin UI and search for the parent by first or last name. Select the small Log tab to review their activity.

The log will help you identify what happened:

The parent booked with one email but is logging in with a different email The parent booked, then canceled, and never re-booked The parent never actually booked an appointment

How do parents view and manage booked appointments on mobile?

Tap the three-bar menu at the top of the page. Under Main Navigation, select My Appointments (shown in green).

This displays a list of all booked appointments.

Next to each appointment, tap the three-bar menu to see up to four management options.

How do parents identify their student?

Parents identify their student using two pieces of information:

A Student ID A Security Value (typically the student's birthdate)

By default, the Student ID is numeric. However, if parents aren't likely to know a numeric ID, you can instead set the Student ID to a concatenation of first and last name (e.g., BenjaminFranklin) to make it easier for them to identify their student.

My parents don't know their child's Student ID

You can change what parents are prompted to enter.

Step 1: Switch the Student ID format

Go to Global Setup / Business in the Admin UI. Under Account Level Settings / Miscellaneous, check the box labeled "Use First + Last Name as Student ID."

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

Step 2: Update the prompt labels (recommended) To make the new format clear to parents, update the prompt text they see:

Go to Settings / CUI Messages. Under Student, locate the StudentID and SecurityValue prompts. Update the labels with formatting examples, such as:

StudentID prompt: "Student First Name + Last Name (e.g., BenjaminFranklin)" SecurityValue prompt: "Student Birth Date (e.g., 04/12/99)"

A parent gets "failed to find student with the values supplied"

This means the values the parent entered don't match what's on file for the student.

Option 1: Verify the values match

Go to the Contacts page 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 these exactly as imported.

If you've checked "Use First + Last Name as Student ID" (under Global Setup → Business → Miscellaneous), make sure the parent is entering the student's first and last name concatenated together (e.g., BenjaminFranklin) — not a numeric ID.

Option 2: Add the student to the parent's account directly If the parent continues to have trouble, you can link the student to their account yourself:

On the Contacts page, search the left-hand side for the parent by name. Select the parent, then select the small Parents-Students Map tab. Under Student List, click the green Add button. In the Select Person dialog, locate and select the correct student, then click Add.

The student will now appear in the parent's Student List, and they'll be able to log in and view their student's teachers. 

How do I make an appointment for a parent in the Admin UI?

Select the Appointments tab. Select the correct date on the calendar (left-hand side). Select the correct teacher, then click the time slot where you'd like to schedule the appointment. Click the green plus sign. This opens the Select Person dialog. Select the student:

If the student is on the teacher's roster, select their name from the list on the right and click OK. If the student is not on the teacher's roster, uncheck "Students of [Teacher Name]", search for the student by name, select them, and click OK. This opens the Create Appointment dialog.

Now, link the parent:

If the parent is already associated with the student: Their name will display automatically. Select the correct class (if more than one), then click OK. If the parent is not yet associated with the student: Click the green + button to open the Select Person dialog. Search for the parent by name orin email.the upper-left search boxes. If found, select their name and click OK, then select the correct class and click OK.

Select the contact record to open it.

Click the Reset PW button under the Search Console.

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

To locate and manage appointments on a mobile device, a parent should follow these steps:

Tap the three-bar menu icon (hamburger menu) at the top of the page.

Under the Main Navigation section, select My Appointments.

Next to each scheduled appointment, tap the three-bar menu icon.

A list of up to 4 options will appear, allowingIf the parent to:

is

not found

Cancelat all: On the appointment.

left-hand side,

Change Time to a different time.

Edit any specific form information provided during booking.

Checkenter the parent's DetailsFirst Name, Last Name, and Email (if available), then click Add Contact → OK. Select the correct class and click OK.

Once complete, the appointment 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:

In the Admin UI, schedule the appointment for the parent (see Making Parent Appointments). Since the parent needs more time, book a second, consecutive appointment with the same teacher. This second appointment will be flagged with a red box, since it breaks the one-appointment-per-parent-per-teacher rule. 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:

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

ThisIf allowsthe parentssecond parent is already attached to handlethe 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 entireown scheduleset directlyof fromappointments.

their

How phonedo withoutI needingsearch for a parent or student?

Select the Contacts tab. In the Search box, enter the parent's or student's first or last name. 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 accesswiden ayour desktopresults. computer.

How can I see the appointments my parents have made?

To view a specific parent's schedule and manage their bookings, follow these steps:

1. NavigateGo to the Contacts tab.

   tab

and

Searchsearch for the parent by name or email address.

Click on the parent's record to select it.

name. Confirm

you have the correct parent — check the name and email address shown on the right-hand side.

Select the Appointments tab within that contact's profile. tab.

This displays a list of all appointments the parent has made. From this view,here, you can see a full list of their scheduled times. You also have the option to click Printprint to generate a hard copy or Emailemail to send a fresh copy of the schedule directly to the parent.

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Alternative: Viewing All Appointments at Once

If you want to see everyone's appointments for the entire event rather than looking up a single parent:

Go to the 

Appointments tab in the main sidebar.

Select Appointments List from the top sub-menu.

This provides a master list of every booking, which you can filter by teacher, date, or student name.

Reports

For a professional, downloadable version of all appointments, go to the Reports / Event Reports section and run the Parents' Schedule report. These are perfect for exporting to Excel if you need to share the data with your staff.

How can I see the appointments my parents have made?

To view a specific parent's schedule and manage their bookings, follow these steps:

Navigate to the Contacts tab.

Search for the parent by name or email address.

Click on the parent's record to select it.

Select the Appointments tab within that contact's profile.

From this view, you can see a full list of their scheduled times. You also have the option to click Print to generate a hard copy or Email to send a fresh copy of the schedule directly to the parent.

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Alternative: Viewing All Appointments at Once

If you want to see everyone's appointments for the entire event rather than looking up a single parent:

Go to the Appointments tab in the main sidebar.

Select Appointments List from the top sub-menu.

This provides a master list of every booking, which you can filter by teacher, date, or student name.

Reports

For a professional, downloadable version of all appointments, go to the Reports / Event Reports section and run the Parents' Schedule report. These are perfect for exporting to Excel if you need to share the data with your staff.

I have a parent who claims that they booked an appointment, but when they log in they can't see any appointments

It is common for this issue to be caused by a parent having multiple accounts (using different email addresses) or accidentally canceling their own slots.

Here is how to investigate and solve this:

1. Check for Multiple Accounts

The most likely scenario is that the parent booked using one email address but is currently logged in with another.

Go to the Contacts tab in the Admin UI.

Instead of searching by email, search by the parent's last name.

Look for duplicate names. If you see two records with different emails (e.g., a work email and a personal email), check the Appointments tab for both.

If you find the appointments under the "other" email, you can either tell the parent which email to use or merge the records.

2. Review the Activity Log

If you only find one account and it has no appointments, the Log will tell you exactly what happened.

Click on the parent's record in the Contacts tab.

Click the small Log tab at the top.

Look for these entries:

Appointment Created: This proves they did book it at some point.

Appointment Canceled: This shows the parent (or an admin) cancelled the booking.

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Pro-Tip: If the parent insists they have a confirmation email but you can't find them in the Contacts list, ask them to forward that email to you. The email will contain the exact Email Address and appointment details needed to track down the record in your system.

How can I login as parent? How can I impersonate parent?

Logging in as a parent allows you to manage their schedule or view the site exactly as they see it. You can do this directly from your admin dashboard without needing their password.

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Steps to Login As a Parent

Locate the Parent:

In the Admin UI tool, go to the Contacts page in the sidebar.

Use the search boxes to find the parent by name or email.

Access the Profile:

Select the parent’s record in the search results.

On the right section (the Contact Info tab), you will see the parent's email address and other contact details.

Select the Login As button under the search console.

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If the Parent is Not in Your System

If you cannot find the parent, you can create a record for them on the fly:

On the Contacts page, click Add > Parent...

Enter the parent's email and other details.

You can then proceed to book appointments on their behalf immediately.

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What Happens When You are Logged In?

Once you are logged in as the parent, you will see the scheduling interface exactly as they do. You can:

Make, Change, or Cancel appointments.

Update Account Info: Modify their phone number or other registration details.

Emails: The parent will still receive automatic confirmation / reminder emails for any actions you take while logged in as them.

When you are finished, be sure to click Logout or close the parent view tab to return to your administrative dashboard. If you simply close the window, you may still be "impersonating" that parent the next time you open the scheduling page.

next to Created Date.

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

Option 2: Check an individual contact's log

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

This shows when the appointment was booked.

How can I log in as if I were the parent?

Go to the Contacts section in the Admin UI. Locate and select the parent's name. 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.