Parent cannot see their child

Common causes

1. The parent-child link has not been created

The parent must be explicitly linked to the pupil in Schoolysoft. The link is created from the pupil’s record, or automatically when the parent accepts an invitation that already attaches them to the pupil.

Check:

  1. Pupils -> [Pupil name] -> Legal guardians: is the parent listed?
  2. If not: add them by clicking Link a guardian.

2. The parent account is not linked to the correct profile

The parent may have created an account with a different e-mail address.

Check:

  1. Administration -> Users: search for the account by e-mail.
  2. Check whether the account is correctly associated with the right parent profile.
  3. If not, the link must be recreated from the pupil’s record (Legal guardians -> Link a guardian) with the correct e-mail address.

3. Access rights are limited

The parent-child link carries individual rights that may not all be enabled: access to grades/reports, access to attendance, billing payer, authorised for pickup, signatory.

Check:

  1. Pupils -> [Pupil name] -> Legal guardians -> [Parent name] -> Edit rights.
  2. Enable the desired rights. There is no “class journal” right: the class journal is not gated by parent-child link rights.

4. The pupil is not enrolled in the active school year

If the pupil is not assigned to a class for the current year, the parent will see an empty portal.

Check:

  1. Pupils -> [Pupil name] -> Enrolments: is there an active enrolment for the current year?
  2. If not, assigning a class is done from the pupil’s enrolment record (there is no “Assign to a class” button within the Enrolments module itself).

Contacting support

If none of the above solutions resolves the problem, contact support providing:

  • The parent account’s e-mail address.
  • The pupil’s name and class.