Parents

A parent has forgotten her password

• 1. In the Admin UI,UI, select the Contacts tabtab.
  2. Search by name for the parent in the Search Control boxes.
  3. When you locate the parent record, click on the record, and you will seeSelect the parent's record — their email displayedwill display in the middle section. 
  4. 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

Have the parent log back in. Select Edit Profile. Update the name field to reflect her own name.

Option 2: Correct it from the Admin UI

Go 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

1. Go to the Contacts section in the Admin UI and search for the parent by first or last name.
2. 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,cancelled, and never re-booked
• The parent never actually booked an appointment

How do parents view and manage booked appointments on mobile?

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

This displays a list of all booked appointments.

3. 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 in the upper-left search boxes. If found, select their name and click OK, then select the correct class and click OK. If the parent is not found at all: On the left-hand side, enter the parent's First 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,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), above).
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,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:

Go to the Contacts page and locate and select the student. 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?

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 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

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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.