Frequently Asked Questions

Messaging


How do I send an App message to a parent?

If you send a text message to a parent who is logged in to the App they will receive an App message, instead of a text message, which will save you money. To do this;

  • Go to Messaging
  • Click Send a Text
  • If send by box shows App/Text – this will send an App message to those logged in and a Text to those who are not
  • If send by box shows App – this will only send an App message to those logged in and those who are not will fall on your Paper list


How can I see if an email/text has gone to all the recipients?

  • Go to Messaging
  • Click Sent Items
  • Select the message you want to view
  • Click Dispatched/ Delivery Status
  • If the colour of the message is green this means the message has been sent, if it is amber this means it is pending and if it is red it means it has failed.

Please keep in mind on an email the green means it has been dispatched, however the message may have been delivered to the recipients Junk/Spam Mailbox

  • If the parent does not show in the Dispatched/Delivery Status report, you can then check the Paper list to view the people who the message could not be sent to. Go to Messaging
  • Click Sent Items
  • Select the message you want to view
  • Click Paper list to view a list of people who the message could not be sent to as they do not have an email address/mobile number. You can also cross reference with your Data Issues report, and re-enable the contact details where applicable.


Why do I have so many drafts in my draft box when I’m not making drafts?

Each time you click into Send Message, Schoolcomms will create two blank drafts. To manage your drafts;

  • Go to Dashboard
  • Click to Messaging
  • Click to Drafts
  • Select the Draft/s you want to delete by ticking the box. If you want to delete all the Drafts click the top box to select all Drafts
  • Click Delete


Can I send a message to both parents?

You can message both parents if they are being imported from SIMS (depending on their Priority number) – You can check your import settings on the Desktop version of Schoolcomms;

  • Go to Management
  • Click Edit Settings
  • View the setting under the Student Family Contact area – if you want to import more contacts click the change button and view the help page before processing the change

Alternatively, if you want to import an additional contact (separate to your import settings above) for one child, you can do this in the Desktop version of Schoolcomms;

  • Go to School Members and Group
  • In School Members search for the child
  • Click Linked People at the top of the screen to view the contact currently being imported
  • Click New from SIMS at the bottom of the screen, this will show the additional contacts in SIMS
  • Select the new contact and click OK

The new contact will come into Schoolcomms as a non-prime Parent so when you are sending a message to include this contact you will need to un-tick Send to Prime Parent or select Send to All Contacts.


Why is my parent not getting my email?

There may be a few simple reasons a parent does not get an email please can you check the following;

  • Go to Dashboard
  • Click Linked People and search for the parent
  • Do they have an email address? – If not add this into SIMS and run the import in Schoolcomms
  • If they have an email address is it disabled? – If so this may be showing in your Data Issues as emails may have bounced or gone into Spam, you can enable the email address on the right-hand side but only do this once you have confirmed the details with the parent and advised them to add your Schoolcomms email address to their address book so it does not happen again.
  • If you sent the message to Prime Parents make sure the parent is showing as a Prime Parent

To view the dispatch status for the message less than a month old;

  • Go to Messaging
  • Click Sent Items
  • Select the message you want to view
  • Click Dispatch Status
  • If the colour of the message is green this means the message has been sent, if the parent has not got the message it may be in their Junk/Spam Mailbox. You may wish to advise your parents to add your Schoolcomms email address to their safe senders list to ensure all future emails are delivered to their inbox.

Payments


Why can’t a Parent see a Payment Request?

  • To edit an existing Payment Request, go to Payments > Active Payment Requests.
  • Select a request from the list and click Edit to amend it.
  • Scroll down to School Members.
  • Search the pupil/staff members name, click on their name.
  • Click on Add, they will then transfer to the column on the left.
  • Select Save to save the changes made.


How can I change a payment request once someone has paid?

If the area of the Payment Request you want to amend is greyed out, this means it can not be changed so you will need to complete the following step;

  • Go to payments
  • Select the relevant Payment Request
  • Click edit
  • Add the word old to the name of the Payment Request
  • Change the visible to date on the Payment Request to yesterday so this expires the current Payment Request
  • Click Save
  • Go to Expired and select the old payment request
  • Click Clone
  • Change the name of the payment request to remove Clone and old and the visible to date
  • Change the other details you want to amend
  • Click Save

If you want all the payments made to be on the same payment request, you can record a manual adjustment under the Manual Transaction screen.


I have refunded a parent and they have not had the money, why? (How long does a refund to a card take?)

When issuing refund for online transactions it is important to issue them via Online Transaction Refunds and not Manual Transactions.

To action a refund  of a payment that has been made on School Gateway, you will need to go to the Payment Request within Payments and Click into Online Transaction Refunds.

  • You will now see a list of Online Transactions available for you to refund.
  • Once you have found the Online Transaction that you would like to refund, click ‘Yes’ next to that Transaction.
  • If you are unable to select ‘Yes’ on a payment you wish to refund, it will mean the payment has not yet cleared from the parent’s bank account, so cannot yet be refunded. Payments can take up to 7 days to clear from the parent’s account, so please wait until this time has elapsed before attempting to issue a refund.

Please Note: If you would like to action a partial refund, you will just need to change the amount that you wish to refund in the Amount column.

  • Once you have selected the Online Transaction that you would like to refund, Click ‘Refund’ in the top right-hand corner of your screen.
  • You will then be presented with a warning message asking you to confirm you are sure you would like to process the refund. It will also remind you that for each Online Transaction that you refund, you will incur a Transaction Charge.

The system will then confirm that your refund has been successful, and that the refund will reach the parent within 3-5 working days.

Please note: Any payment made over 180 days ago, will not be refundable via online transaction refunds.

 

If you initially issued the refund via Manual Transactions, please follow the steps below to reverse it.

Go to Payments, Manual Transactions

  • Search and click on the pupil’s name
  • Select the request you had previously applied the manual refund, change the ‘no action’ to ‘manual Adjustment’
  • In the amount box input the amount you had previously refunded, there is no need to add a plus sign.
  • Add a comment explaining the adjustment
  • Select Apply actions to confirm and the transaction will be processed.

 


Parents are paying for a Club, but the balance is not updating?

  • Go to Payments and select the relevant Club Payment Request
  • Click Edit
  • Check that the Payment Request type is: Clubs flexible can be made more than once or Clubs Fixed only needs to be paid once
  • Check that the Payment Request is linked to the Club

If not, you will need to re-create your Payment Request with the correct type and manually transfer any payments across.


What do we do if a parent wants to still pay by cash, but we want to go cashless as a school?

You can produce a PayPoint voucher for those parents who do not want to pay via School Gateway.

  • Go to Payments and select the relevant Payment Request
  • Click Create PayPoint Voucher
  • Select the child you are creating the voucher for
  • Print or email the voucher

PayPoint payments will show accordingly in your payment reports by 11 am the next working day.


When do Schoolcomms settle the money into our bank account?

We make a payment into your bank account fortnightly (or weekly if requested) on a Thursday, once your bank account has been approved. To check if your bank account is approved;

  • Go to payments
  • Click Payment Settings
  • Under the relevant bank account, it will show enabled/disabled or awaiting approval – if your bank account is awaiting approval, click on to it and follow the prompt on the screen to submit your bank details to us

To view the current disbursement calendar, click on the link below;  https://schoolcomms.com/support/payments/


How do I see how much our transactions charges are for the month?

To access a report to help you understand your Transaction Charge Invoice please follow the instructions below:

  • Go to Management | Management Reports.
  • You will see a long list of Management Reports, providing you with lots of useful information. Use the search bar at the top of the screen to search for and find, the Payment Transaction Charges report.
  • The report will show you all transaction charges broken down by month and bank account, as well as payment method (credit card, debit card, bank transfer etc.).
  • To review the data in more detail and to filter the figures, please click Save to save a copy of the report to your machine.

To check the Transaction charges for a Club/Trip you will need to use the Transaction Day Book:

  • Go to Payments
  • Payment Reports
  • Transaction Day Book
  • Input the date range for the period the charges are applicable and apply filter
  • Click on Export and then Open
  • Filter on column K for ‘Method’ take the tick out of select all and tick Online Transactions, Failed Bank Transfer and PayPoint
  • Change Negative refunded amounts to a positive number (leave the failed bank transfer as negatives)
  • Auto Sum column C – ‘Amount’
  • Transaction charges will be 1.27% of that amount

Clubs


How can I Delete a club?

  • When you are ready to permanently remove the club from School Gateway. Go into Clubs and select the Club. Ensure the club you want to delete is displayed in the middle of the screen and select Delete from the right-hand side.
  • Check the warning message that you are deleting the correct club and click Yes if you are happy. This action cannot be undone.
  • Once deleted the Club will show in the Inactive club area on Schoolcomms and will also show in the Club reports.


My club has limited places how has it been overbooked?

It is possible to over book the Club by making manual bookings in school, when you are booking in the club members please make sure there is space before confirming the booking.

We are currently aware of an anomaly when two bookings are processed at identical times. This may occasionally overbook the club, for example sibling bookings. Whilst we work to rectify this, we recommend adjusting the limited places accordingly.


How do I manage people paying by Child Care Vouchers?

  • Create your club as normal
  • Create a connecting active Payment Request and only add the pupils whose parents wish to pay via their School Gateway account, i.e. using Bank Transfer or card payments
  • Create a connecting expired Payment Request and only add the pupils whose parents wish to pay using childcare vouchers; the visible from, visible to and due date must be in the past, i.e. yesterday’s date – this will not be visible via School gateway but will allow you to process Child Care Voucher payments via the manual transaction process.

Once set up correctly all parents whose children have been added to the active Payment Request will be able to book club sessions and will be asked to make payment. Parents whose children have been added to the expired Payment Request will be able to book club sessions and will not be asked to make payment.

Please note that club balances for childcare voucher payers will update in line with the voucher payments being applied via the manual transaction process.


How do I check a balance for a child in a club?

  • The Club Balance report will display all the clubs and the balances for all club members. To access this, Click into Clubs > Club Reports > Club Balances. To view the transactions, click on the arrow the right of the amount to see the club transactions report for that club member.
  • The Club Member Summary Report will display all the club members and the balances across all their clubs. To access this, click into Clubs > Club Member Summary Report. To view the bookings that have been made click on the arrow to the left of the club members name.

Please note this report only reflects a child’s balance if they have a booking history against the club. 


Why can a parent book and not pay for a club?

If the Club is set to Pay Later the parent can book and pay later.

If the Club Member is not included in an active Payment Request linked to the Club, they will be able to make a booking and it will not ask for payment. Please check the following;

  • Go to payments and select the relevant Club Payment Request
  • Click Edit
  • Check that the Payment Request Type is: Clubs flexible can be made more than once
  • Check that the payment request is linked to the Club
  • Check that Visible from and to dates are correct and current
  • Check that the Club Member is included in the Payment Request
  • Also ensure they have no data issues against their email address


How do I remove a session from a club?

To remove a Club session:

  • Go to Clubs
  • Select the required Club
  • Click into Manage Sessions
  • Select the session you want to remove
  • Click on the grid in the top right corner and click on remove session

Removing a session from a Club will cancel all booking and apply a credit to the child’s balance for that Club.


How do I add new members of school to the club?

  • Go to Clubs
  • Select the required Club
  • Click into Edit Club
  • Scroll to the Club member area and select the new member from the list on the left and add them to the list on the right and save
  • If you have a Payment Request attached to the club click edit Payment Request, select the relevant Payment Request, scroll to the bottom of the screen and add the new member here to and save


Why can a parent pay without booking a club?

If parents access the Payments area on School Gateway, they will be able to pay for a Club without making a booking, this means if you have manually booked the parents in to the club they can pay for it. Likewise, this facility allows parents to top-up their child’s club balance without necessarily making a booking. We recommend you add a message into the Additional Information box of the Club Payment Request to make the parents aware if they do not currently have a space booked, they need to book the club before making payment.

If the above is all correct make sure the parents are not appearing in your Data Issues, if they are please refer to this section to resolve the data issue and re-enable the email address for the parent.

 


Why can’t a parent book a club?

  • Go to Clubs
  • Select the required Club
  • Click Edit and make sure their child is included as a member of the club, if they are not add them to the club and the Club Payment request if relevant
  • Make sure there are active sessions for the Club
  • Click into Club Settings and make sure Online bookings are enabled
  • If the above is correct, make sure the parent has Parental Responsibility in SIMS, if they do not add this if relevant and run the import in Schoolcomms to update this


How to I enter an opening balance for a Club?

  • Go to Clubs
  • Select the required Club
  • Click Record Charges
  • Select the Club Member you want to record the balance for
  • Click the box that says No Action and select Charge for a debt and Credit for a credit balance
  • Add the amount to the amount box
  • Click Apply Actions

Please note if you are using Pay Now, your parents will not be able to make a new booking on School Gateway without paying any debt first.

Online Reporting


Can we display SIMS Timetables on School Gateway?

If you have our Engagement Licence you can display the next 10 school days SIMS timetable in School Gateway. To do this log into the desktop version of Schoolcomms;

  • Go to Online Reporting
  • Click to the tab for Timetable and click the box for the audience you want to see the timetable
  • Click Save
  • Please remember you must run your import daily to ensure the timetable is up to date


We are sharing Behaviours and Achievements, why can’t parents see them on School Gateway?

  • Please check if the parents have Parental Responsibility in SIMS
  • Please check that your Schoolcomms import has been run successfully since any changes were made to SIMS


Why can’t parents see a timetable?

  • Please check if the parents have Parental Responsibility in SIMS
  • Please check that your Schoolcomms import has been run successfully since any changes were made to SIMS
  • If the SIMS import is failing in Insufficient SIMS Permission, make sure the user running the import has Third Party Reporter Checked
  • In SIMS make sure the timetable has been applied correctly


Why can’t parents see medical conditions/behaviors/achievements?

  • Please check if the parents have Parental Responsibility in SIMS
  • Please check that your Schoolcomms import has been run successfully since any changes were made to SIMS
  • If the SIMS import is failing in Insufficient SIMS Permission, make sure the user running the import has Admissions Officer Checked

Dinners


Parents are paying for Dinners, but the balance is not updating?

  • Go to Payments and select the relevant Dinners Payment Request
  • Click Edit
  • Check that the Payment Type and make sure the payment type prefix is one of the following:
  • If you use Sims Dinner Money – Dinners:
  • If you use a Cashless Retailer – Catering:
  • If you use Schoolcomms Dinners – Schoolcomms Dinners:

If not, you will need to re-create your Payment Request with the correct type and manually transfer any payments across.

If the Payment Request is correct and you use SIMS Dinner Money, ensure you have run an import (the SIMS user running this will need the Receipt Clerk permission group).

If you use a Cashless Retailer, we would advise you to contact them to ensure they are successfully downloading payments from our system.


Can I create a special meal for one day?

You have two options for dealing with special one-off meals you can either;

Create a new Dinner Plan for this one meal

  • Go to Dinners
  • Click Create Dinner Plan give the Dinner plan a name and add the members and Save
  • Click Manage Menu add the meal choice to week 1
  • Select the date range for the calendar and click select week to add the menu to the week it will only show the one day you have selected Click Save
  • Click Create Payment Request and create this as normal
  • Click School Gateway Settings and turn these on when you are ready to make this Dinner plan live
  • Click into your original Dinner Plan and Click Manage Bookings and click into the date of the special Meal and then click Remove from Calendar

Ideally you will do this in advance of parents booking however if parents have made any bookings when you remove the day from the calendar it will cancel any bookings and credit the original meal plan.

Adding an Extra week to your original Dinner Plan

  • You can add an extra week to your original Dinner plan, keeping all the meal choices the same for each day apart from your special meal day and then you apply this new week to your calendar. (e.g. if you have a three-week rotation you will create a week four)

Ideally you will do this in advance of parents booking however if parents have made any bookings when you change the week on the calendar it will not amend any pre-orders you will need to cancel these and ask the parents to book again.

 


Why when I apply my week to the calendar, does nothing appear under the days of the week?

When you create your meal item you must click on the rotation box with two arrows next to the price and select the day/s of the week that the menu item applies to.  To do this;

  • Go to Dinners
  • Click Manage Menu
  • Click the relevant week
  • Select the item of food from the list
  • Click the Rotation box and select the day of the week
  • Click Add to save the changes


How to I enter an opening balance for a Dinner Plan?

  • Go to Dinners
  • Select the required Dinner Plan
  • Click Record Charges
  • Select the Club Member you want to record the balance for
  • Click the box that says No Action and select Charge for a debt and Credit for a credit balance
  • Add the amount to the amount box

Meal Manager


Why are parents being charged for packed lunches?

  • Log into Cypad
  • Click on Cypad > Menus > Items
  • Select the Home packed Lunch item
  • Make sure the Sub Category is Home Packed Lunch
  • Remove the 0.00 from the amount box and save
  • Finally you will need to submit a support request for the previous packed lunch charges to be removed

 


How can I cancel/amend a meal that has been chosen?

You can cancel and amend meals in the admin view;

  • Log into Cypad
  • Click on Pre-orders before the lunch service or Transactions if after the lunch service
  • Select the school member
  • Click into the tick box for the day you want to amend/cancel
  • Make a new selection or remove it
  • Click Save

You can cancel and amend meals in the Whiteboard/Classroom view before midday;

  • Log into the whiteboard
  • Click into the class
  • To change the meal, select the child and change the choices
  • To cancel the meal, hold the Control Key and click on the child’s name

Please note:  Meals booked by parents on School Gateway, cannot be cancelled in the Pre-order section. You will need to cancel these on the Whiteboard or after service when they appear in the Transactions screen.


Where can I find a report for the kitchen of meals chosen for today?

You can either;

  • Log into Cypad
  • Click Analysis
  • Click on the drop-down arrow on the Type box and choose the Selection Summary Report

Or

  • Log into Cypad
  • Click into Students
  • Click Reports and select the Report from the list

Please note these will only show pre-ordered meals and not those recorded in the transaction area.


Parents are paying for Dinners, but the balance is not updating?

  • Go to Payments and select the relevant Dinners Payment Request
  • Click Edit
  • Check that the Payment Type and make sure the payment type prefix is Schoolcomms Dinners:

If not, you will need to re-create your payment request with the correct type and manually transfer any payments across.

School Gateway


How can I see who has signed up for School Gateway?

  • Go to Dashboard
  • Click to Management Reports
  • Click on School Gateway
  • Click on School Gateway Status report to view who has signed up and who is using the App


Why can’t my parent create a School Gateway account?

If your parents have provided you with a valid email address and mobile number they will be able to create a School Gateway account.

To check their details are importing from your MiS follow the steps below:

  • Click Dashboard > Linked People
  • Search for the parent
  • If their contact details are importing from your MiS, their email address and mobile number will be displayed. If the details don’t display, their details aren’t importing and you will need to check you hold them correctly within your MiS
  • 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

 


How can a parent see both of their children if they are at different schools? Or multiple children in the same school?

A parent can see all their children on the same School Gateway account as long as;

  • The parent signs up to School Gateway with details that match what each school holds within their MiS for them for each child
  • All attended schools are using School Gateway
  • All contacts data supplied to each school have been stored identically in your MiS. If children are at the same school, the school needs to ensure that all parents data has been stored identically for each child
  • The contact details for the parent are read from section 5 in SIMS. The mobile number must be stored as mobile and the email address must be work or home and main or primary


Can I unlock a parents School gateway account?

If the parent has locked their account, you can unlock this by resetting the parents Pin number as long as they have an active School Gateway account. You will need access to the web version to do this;

  • Click on Dashboard
  • Click on Linked People
  • Search and Select the Parent
  • If there is an Activation date under the School Gateway section at the bottom of the screen, Click Reset Pin number from the right.

If not, you will need to re-create your payment request with the correct type and manually transfer any payments across.


Can I reset a parent’s PIN?

You will need access to the web version to do this;

  • Click on Dashboard
  • Click on Linked People
  • Search and Select the Parent
  • If there is an Activation date under the School Gateway section at the bottom of the screen, Click Reset Pin number from the right.


What is a Bank transfer? Is a bank transfer a Direct Debit?

It is possible to set up a Bank Transfer in School Gateway. This means that the account holders bank details are held to be used in the future. Although it is created using a Direct Debit mandate no automatic payment is set up and the bank details are only used when the account holder chooses to make a payment.

Data Management


What are Data issues and why do I need to deal with them?

Every time you run an import Schoolcomms will run a check on your data and if there are any anomalies it will produce a report of Data Issue which you are prompted to view and action any changes will need to be done in SIMS and then the import re run to remove the Data issue.

A data issue can be anything, but the most common errors are listed below;

Permanent Bounce This message occurs when an email address has become blocked. Email addresses will become blocked when three consecutive messages fail to deliver to the address. To unblock these email addresses, please check the details are correct and then re-enable via Linked People.
Text Delivery Failure This message occurs when a mobile number. Numbers will become blocked when five consecutive messages fail to deliver to the handset. To unblock these mobile numbers, please check the details are correct and then re-enable via Linked People
SPAM Report This message occurs when a contact has marked an email message from your school as SPAM. When this happens Schoolcomms blocks this email address and subsequently stops the contact from receiving any future email messages from your school. If a recipient does wish to continue to receive messages from your school re-enable their email address via Linked People and ensure they add your Schoolcomms email address to their safe senders list.
Mobile Format This message will occur because the mobile number that has been imported for a contact from SIMS is invalid. This may be because the number is either too long or too short. Open SIMS > Find the student > Find the linked person >  Edit or add a new mobile number for the contact
Email Format This message will appear because the email address for a contact that has been imported from SIMS is invalid. Open SIMS > Find the student > Find the linked person >  Edit or add a new email address for the contact
SIMS Dinner Money A transaction fails to be written back to SIMS

SIMS Dinner Money- This Dinner Money payment collected through Schoolcomms failed to be written to SIMS: <payment reference>

It could mean that the SIMS user does not have the correct permissions for writing back to SIMS, please ensure they have Receipt Clerk before submitting a Support Request.
Insufficient SIMS Permissions Schoolcomms has tried to read an area of SIMS that the person who ran the import does not have permission to view Change the Permissions for this user in SIMS to view the full list of SIMS Permissions click here https://schoolcomms.com/support/managing-data/#section-SIMSPermissionsneedsimport

 

Failure to resolve your Data Issue promptly may result in phone calls from your parents as they may not be able to access School Gateway, receive message and or make payments.


Why are old pupils/staff showing in Schoolcomms?

After a school member reaches their leaving date in SIMS and the import is run in Schoolcomms they will be flagged in Schoolcomms as a Leaver. To check if you have any leavers on the Desktop version of Schoolcomms;

  • Go to Management
  • Click Delete Leavers at the top of the screen if it is coloured in (if it is greyed out you do not have any)
  • If you want to permanently remove the school member from Schoolcomms, click on the name on the left Add in the middle to move them to the right and then OK at the bottom to remove them.
  • WARNING: Only remove the members when the have cleared all accounts for payments and clubs and you no longer need to use Schoolcomms to contact them. This CANNOT be reversed.


Why are there crosses on my Payment and Club reports?

Two weeks after a school member has been deleted as a leaver their name is replaced by crosses on the reports.


Why are leavers anonymised after two weeks?

It is a GDPR requirement to remove data that is no longer required. If you would like to increase the two week window please submit a Support request via our website.


A parent has booked a meal and not been asked to pay, why?

  • Go to Payments and select the relevant Dinners Payment Request
  • Click Edit
  • Check that the Payment Type and make sure the payment type prefix is Catering:
  • Check that Visible from and to dates are correct and current
  • Check that the School Member is included in the Payment Request
  • Check that the parent does not have a credit balance or is Free School meals

Management Reports


Can I see a list of which parents we don’t hold either an email address or mobile for?

  • Go to Dashboard
  • Click to Management Reports
  • Select the report School Members and Their Linked People


Where can I see in Schoolcomms if a parent has Parental Responsibility?

  • Go to Dashboard
  • Click to Management Reports
  • Select the report Registered Users

Schoolcomms General


What should we do if there is a new member of staff that needs to use Schoolcomms?

If you have a new member of staff who will be using Schoolcomms, the best thing to do is ask them to join our New Starter webinar, which covers the Schoolcomms basics, as well School Gateway. The webinar runs every Thursday at 10:30am. To register for a session, please click here.

If you have a Schoolcomms multi user account you will also need to create your new starter a Schoolcomms login. Please follow the steps below to do this.

 


How do you add additional users?

Some licence types can have multi users. A new user can be created by the Schools Multi-user Administrator;

On the Desktop version of Schoolcomms;

On the web Version of Schoolcomms;


How do I reset my password/memorable data?

The Memorable Data and Password can be reset by the Schools Multi-user Administrator;

On the Desktop version of Schoolcomms;

  • Go to Management
  • Click Manage Users
  • Select the user name you wish to reset the details for and select reset Memorable Data or Password at the top of the screen

On the web Version of Schoolcomms;

  • Go to Dashboard
  • Click User Accounts
  • Select the user name you wish to reset the details for and select reset Memorable Data or Password on the Right


How do I change our import settings?

Log into the Desktop version of Schoolcomms;

  • Go to Management
  • Click Edit Settings to view the current settings and amend the areas you need to
  • Click Save

Please be aware if you are wanting to remove contacts who were previously imported and no longer meet your import setting you will need to complete a Support request asking us to remove them for you.


What is the difference between Prime Parent and Parental Responsibility?

Prime Parent is a Schoolcomms term, referring to the child’s ‘main contact’. When you set your import settings you will decide which Priority groups from SIMS you want to make your Prime Parents.

Parental Responsibility is a SIMS setting. In the parents record in SIMS you allocate by ticking a box if the Parent has Parental Responsibility for a child.


Why are there non-prime parents in Schoolcomms when we only import Priority 1 parents?

It is possible to manually import individual contacts from SIMS that do not meet your normal import settings, these will come into Schoolcomms as non-prime Parents. Also, this contact may, at some point in the past, have met your import settings.

If you would like to remove them from your Schoolcomms account you will need to submit a Support request to action this.