The purpose of this guidance is to support administrators in the Admin Centre to manage user accounts with ease and confidence. Whether you are assisting new users with their first login or resolving account and payment issues, this guide provides step-by-step instructions to help you quickly address common scenarios.
By following the guidance provided here, admins can ensure smooth user experiences, minimize login or account errors, and handle account changes efficiently.
This guide includes step-by-step guidance on the following areas:
First Time Login
How to verify an account (for a new user)?
Learn how to confirm and activate a newly created user account.OTP issue
Guidance on troubleshooting OTP delivery issues and assisting users who don’t receive their code.
User Account (Guardian, Teacher, Admin)
How to handle the “Existing User” pop-up when registering a Guardian/Teacher/Admin?
Steps to resolve conflicts when the system detects the same user information.How can the user update their account information?
Directions for modifying profile details such as contact info or login credentials.How to swap Guardian 1 to Guardian 2?
Instructions on reassigning guardian roles in a student’s account.How to change the First Guardian to a New and Unregistered User?
Steps to replace the primary guardian with a new person not yet registered.How to manage errors while login?
Tips on resolving common login errors and guiding users to regain access.Why can’t the parent or student log in to their account? (error: “There is no account with the given credentials”)
Troubleshooting guide for login failures caused by unrecognized credentials.How to change access if the parents register in more than 1 school? (switch school)
Process for switching accounts when parents are associated with multiple schools.How to delete and restore students?
Procedures for removing a student from the system and restoring them if needed.
Payment from the Mobile App
Why can’t the guardian pay in a mobile app? (error: “Billplz API error”)
Explanation of common payment errors and how to guide guardians through successful payment.
This guide is designed to be practical and easy to navigate, so admins can quickly find the solutions they need without unnecessary complexity.
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