If a parent contacts you because they cannot get into the Parent App, but you have registered them and sent them an invitation:
- Ask them to check their spam / junk folder - the email invitation sometimes ends up there, rather than in their Inbox.
- If the parent has not received an invitation:
- Confirm with the parent that the email address recorded in your MIS for them is correct. If the email address is incorrect, update their contact details on your MIS. After the changes made in your MIS have been updated overnight, send the invite to their new email address (see Parent App: How do I invite a parent / contact to use the Parent App?)
- Check in your MIS that they should have access to Parent App, for example, a parent with a Court Orders against them will not be granted permission to use it. If a Court Order is recorded against the parent, advise them that they are not permitted access to the Parent App.
- If the parent's invitation is out-of-date because they did not register within 14 days of their email invitation being sent, re-invite them to use Parent App (see Parent App: How do I re-invite a parent to register?)
- Contact us to help you investigate further.
Changes to contact details are processed overnight where your MIS is connected to Juniper Education's systems using Wonde.
Related information
- Parent App: How do I invite a parent / contact to use the Parent App?
- Parent App: How do I re-invite a parent to register?
Updated