If a parent is having trouble registering for School Gateway there are some checks that can be done within school to resolve the problem;
Has the parent already registered?
To check this in Schoolcomms click on:
- Dashboard
- Click on Linked People on the left-hand menu and search for the parent/contact.
- If the parent has already activated an account a date and time will be displayed in the School Gateway section at the bottom of the screen and it will display the email address they have registered with. If this is the case the parent will need to request a new School Gateway PIN by clicking on Forgotten PIN on the School Gateway login screen rather than trying to register for the first time.
Do the contact details you have saved in your MIS match the details the parent is trying to register with?
To check this in Schoolcomms click on:
- Dashboard
- Click on Linked People on the left-hand menu and search for the parent in the list.
- Click on the parents name
- The parents contact details will then show on the right, these will need to match exactly what the parent is entering, otherwise School Gateway won’t recognise them. If these details are no longer correct, you will need to update them in your MIS and re-run your Schoolcomms Import.
If the details don’t display, their details aren’t importing and you will need to check you hold them correctly within your MIS, click here to access useful information to assist you with the data requirements.
If their contact details do display, but any of their details show as blocked you will need to re-enable either their email address or mobile number before they can create a School Gateway account. Click here to access information to assist you with your data issues and how to re-enable
If the email is missing in Linked People under School Gateway Status this means that the parent has already registered for a School Gateway account (usually at a different school) and has provided your school with a different mobile number to the one they originally registered with. To resolve this the parent would need to ensure all schools they are connected to are provided with exactly the same contact details.
If there is a time and date in the Activated Column the parent has registered for School Gateway. Check that the email address is the same as in Linked people.
If a parent changes their email address and you have updated this in your MIS and run an import in Schoolcomms (ScholarPack / Arbor / Bromcom / RM Integris schools will need to wait an hour before running the import) the email will not automatically update in Linked People under School Gateway until the parent logs in to their School Gateway account using their new email and their existing PIN, this will then update their email in School Gateway.
If they can't remember their PIN, you can send them a new PIN via Schoolcomms.
To reset a parents PIN via Schoolcomms:
- Click on Dashboard
- Click on Linked People
- Search for the name of the parent
- Click on the parent’s name
- Under the School Gateway Actions heading on the right-hand side, click on 'Reset PIN' (this will issue the parent a new PIN via a text message, and will automatically unlock their School Gateway account if had locked)
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They can then use this new PIN and their new email to login, which will then update their email in School Gateway