To print out the usernames and passwords for your staff or governors, please follow the steps below:

• Select the ‘Admin’ tab from along the top menu in SchoolPing
• Under the number 1 where it says ‘Create parental accounts’ use the drop-down menu and select ‘Manage Accounts’
• Click [actions] next to the Staff/Governor accounts folder
• Select ‘Show passports’ from the drop-down menu
• You can then print or export the usernames and passwords

To give a member of staff or governor a new password, you will need to be logged in as the superadmin user. Then please follow the steps below:

• Select the ‘Admin’ tab from along the top menu in SchoolPing
• Under the number 1 where it says ‘Create parental accounts’ use the drop-down menu and select ‘Manage Accounts’
• From the Accounts tab, open the relevant folders until you find the user account that you want to edit. Alternatively, you can search for the staff member/governor using the ‘Search by Name’ option (Please only search by first name or surname)
• Click on the pencil icon opposite the name to edit user details.
• Enter a new password in the ‘Password’ field and ‘Confirm Password’ fields.
• Click the ‘Save changes’ button once finished.

To issue a parent with a new temporary password please follow these steps:

• Select the ‘Admin’ tab from along the top menu in SchoolPing
• Under the number 1 where it says ‘Create parental accounts’ use the drop-down menu and select ‘Manage Accounts’
• From the Accounts tab, open the relevant folders until you find the user account that you want to edit. Alternatively, you can search for the parent using the ‘Search by Name’ option (Please only search by first name or surname)
• Click on the pencil icon opposite the contact name to edit user details.
• Enter a new password in the ‘Password’ field and then confirm the password in the ‘Confirm Password’ field.
• Click the ‘Save changes’ button once finished.

Unfortunately, it is not possible to change the username of any user due to the username being a unique identifier for each account and is set when the account is created.

If a parent contact reports that they are only receiving messages for one of their children, the first thing to do is to check that parental responsibility is ticked for each of their children in your MIS. 

If you have SIMS, check to see if multiple instances of the parent contact exist. It is often the case that a parent contact is created multiple times and linked to their children, rather than the same contact being used each time. 

If you find this is the case, remove any duplications of the parent contact in SIMS and link the same parent to their other children. 

If you have added a new child and their parent contact to your MIS and the parent contact hasn’t had a SchoolPing account created for them, there are a couple of things you can check in your MIS. 

The first thing to check is that the contact has parental responsibility ticked against the child in your MIS. SchoolPing does not use priority numbers to determine which contacts have a SchoolPing account, it just looks at whether or not parental responsibility is ticked (or set to ‘True’) in your MIS. If you require a SchoolPing account for a contact who does not have parental responsibility ticked against the child, then you will need to manually set up a SchoolPing account for that contact and link them to the child. 

The second thing to check is whether the contact has court order ticked against the child. For legal reasons, contacts in your MIS with a court order will not be imported into SchoolPing. If you require a SchoolPing account for a contact who has a court order against the child (but you cannot untick it in your MIS), then you will need to manually set up a SchoolPing account for that contact and link them to the child. 

If a child has left school, then their parent contact should also be marked as a leaver in SchoolPing. However, if you find that a parent is still receiving SchoolPing messages please check the following: 

Check that the child has been marked as a leaver in SchoolPing by following these steps: 

• Select the ‘Admin’ tab from along the top menu in SchoolPing 
• Under the number 1 where it says ‘Create parental accounts’ use the drop-down menu and select ‘Manage Accounts’ 
• ​Search for the child either by name or surname and check that the account has a red suitcase next to it 

If the child’s account does not have a red suitcase icon next to it, please check your MIS to ensure that the child has a leave date and you have completed the off-role process. 

Once you have checked the child has a leave date in your MIS you can then tick the box next to the child’s name in the SchoolPing account area and click the ‘leave’ button along the top. This will automatically also mark any linked parental contacts as leavers. 

Each parent only needs one SchoolPing account (even if they have multiple children). Occasionally you may find parents have multiple accounts. 

If you have SIMS, check to see if multiple instances of the parent contact exist. It is often the case that a parent contact is created multiple times and linked to their children, rather than the same contact being used each time. 

If you find this is the case, remove any duplications of the parent contact in SIMS and link the same parent to their other children. 

SchoolPing will use the Home email address for parent contacts. If you find that a parent’s email address isn’t appearing on their account, please check the following: 

If you use SIMS:  

• Ensure that the parent’s email is added to Section 5 of the student contact record (Family/Home) and that both Primary AND Main fields are ticked. 

If you use Scholarpack: 

• In each contact record there is a setting ‘Allow Contact By 3rd Parties’, which must be set to “Yes” before it can be extracted. Please contact Scholarpack support for assistance, should you need help with amending these settings in bulk. 

To create a template message which you can use more than once, please follow the steps below:

• Click on ‘Message Parents’
• Fill in your message subject, category and message fields and click the ‘Save’ button at the bottom of the screen - You do not need to enter any recipients at this time
• The message you created will now be sitting under your ‘Pending’ messages
• Find the message in Pending and click the cog icon opposite and and select ‘Clone’ from the drop-down menu.
• This will then clone the message. From the cloned version of the message you can then click the cog icon and this time select ‘Edit’. This will allow you to then add your recipients and made any changes to that message before sending.
• The original message will still be in the ‘Pending’ area, ready to be cloned again in the future!

Helpful tip: When creating the message template, you may wish to include the word ‘template’ in the subject, e.g. First aid message template. This will remind you to leave that template there and create a clone each time.

Because you will be creating a clone and then creating the message from the clone, you will be able to edit the subject, category or message before sending. 

To check your parent coverage please follow these steps:

• Select the ‘Admin’ tab from along the top menu in SchoolPing
• Under the number 1 where it says ‘Create parental accounts’ use the drop-down menu and select ‘Export Account Info’
• This will download a CSV file which can then be opened
• The useful columns in terms of coverage will be column F ‘App Status’, which shows you which parents are currently Active on the app, and column L ‘Notifications’ which shows you how parents will be notified about a new SchoolPing message. Any parents which are blank will not know when they are sent a new message and so these are the parents to target, either by getting them to download and log in to the app (ideally), or to get an email address for them and enter it into your MIS.

For help and guidance with setting up your Parents' Evening Booking Form please follow this link: https://www.schoolping.co.uk/help/parents-evening-booking-form?back-to

For help and guidance around how to create and send out a form on SchoolPing please follow this link: https://www.schoolping.co.uk/help/schoolping-forms?back-to

If you click on the icon to the left of the Subject of a message, in the Sent area, you will then be able to select multiple messages. You can then click on the Delete button which will appear at the top of the list of Sent messages.

It is only possible to take meal payments from one parent’s wallet. This means that if mum has activated her wallet against the child before dad has, then you will only be able to take payments from her wallet (even if dad has activated his wallet and has money in it).

To be able to take money from dad’s wallet, both parents will need to log in to SchoolPing and Disable their wallets. Dad will then need to Enable his wallet and once this is done, you will be able to take money from dad’s wallet.

• First check in SchoolPing/Payment/Manage Payments to see the date/time the card payment was made.
• Next log into the World Pay dashboard and search Orders for the same date/time.
• Click on the Order Code to confirm the parents name and payment amount.
• Click on the Refund Order button, enter the refund amount and click Refund.
• Back in SchoolPing click on the cog next to the relevant payment item & click Refund.
• Select Method as World Pay, enter the refund amount and Save.

Occasionally it may be necessary to close a parent’s wallet e.g. if their child is moving to a new school.
To do this go to the Manage Wallets screen in SchoolPing & select the relevant parent/s from the list, then click Close Wallet. (N.B. This action cannot be undone)
If they have money in their wallet this will need to be refunded.
Once they have been refunded, you can click on the > next to the orange text & mark their wallet as Settled.

SchoolPing messages not displaying in the app is often caused by the device not having enough spare storage/memory to be able to download the messages to display in the app. Please advise the parent to free up some space on their device and this should fix the issue.

Notification issues can be caused by a number reasons and will depend very much on how the user has got their device set up. We would advise first following the troubleshooting steps in our online help guides here:

https://www.schoolping.co.uk/faq/ios
https://www.schoolping.co.uk/faq/android

Advice and troubleshooting can be found under the heading 'I’m not receiving notifications / My notifications are delayed'.

Huawei phones have aggressive battery saving modes and reported notifications issues are most common on these devices. Therefore it's also worthwhile following steps on the page here so see if this helps:

https://2nwiki.2n.cz/pages/viewpage.action?pageId=68223777

Samsung phones also have many additional settings which will stop notifications from coming through (even if notifications are switched on) and these can be checked by following these steps:

- Type 'Special access' into the search bar in settings
- Click 'optimise battery usage'
- Ensure that SchoolPing appears in the list of apps which are 'apps not optimised'

- Type 'Special access' into the search bar in settings
- Click 'Allow app while data saver on'
- Check the toggle is ON for SchoolPing

- Type 'Device care' into the search bar in settings
- Go into battery and then app power management 
- Switch off 'put unused apps to sleep'
- Switch off 'Adaptive battery'

- Type 'Data saver' into the search bar in settings
- Ensure data saver is switched off
- Ensure that mobile data is switched on 

https://www.androidcentral.com/not-receiving-notifications-your-galaxy-s10-heres-how-fix-it

If parents are unsure about how to fix this on their devices I would suggest they go into the SchoolPing app, open the side menu and go into 'Settings' and then 'Notifications' where they can then switch on the option to always receive email notifications.