Unable to access School Gateway "details don't match" error

This error usually occurs if the parent is trying to access with different contact details than they have supplied the school with or can also be due to either their email/mobile needing re-enabling.

To check this data go to:

  • In Schoolcomms click on Dashboard
  • Click on Linked People and search for the parent.
  • Click on the parent/carers name and check there is a valid email address and mobile number.
  • Check that their contact method shows they can be contacted via email, text, or paper (it may also say app).
  • If either the mobile or email needs re-enabling it will show under the parents name and you can re-enable via Actions
  • To re-enable, click on the Re-enable tab, read the warning and confirm that you want to re-enable the contact. You will then see that the contact method will revert back to include the previously blocked contact method. The email address or mobile number will be unblocked and they can then  register/access School Gateway, make payments and receive future messages.

If the email is missing under School Gateway Status this means they have already registered for School Gateway (usually at a different school) but with a different mobile than the one they have provided your school with. For a parent to see all connected schools they need to provide the schools with exactly the same contact details.

 

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