Supporting Users with Sign-in or Account Issues
The following guide is aimed at schools to help caregivers and it is not meant to be shared directly with caregivers.
Please be aware that when you add or make changes to student, caregiver or staff information or add new users it can take up to 24 hours for the change to be reflected in SchoolBridge or SchoolPoint.
Caregiver can not sign in
Check the data we have for them in SchoolPoint > Student Search > Details. Compare the email address to what shows for the caregiver in KAMAR.
Make sure that the email address that the caregiver is using is the same email address you have entered for them in the KAMAR caregivers tab.
If the caregiver is using Google, Microsoft or Facebook sign in, make sure that the email address associated with the account is the same email address entered for them in KAMAR.
Make sure that the email address for each caregiver is entered into the individual contact email address on the caregivers tab, not the residential email address.
Caregiver with multiple children missing students
Check that the caregiver's email address is the same for each sibling
Caregiver can not sign in using the SchoolBridge App
Caregivers without a Google, Microsoft or Facebook account must request a Magic Sign-In Code email, and use the sign-in code to sign into the app.
If the user reports that they āHave to keep requesting a Magic Codeā to sign into the app, they are likely clicking the web sign link in the email and not using the Sign-in Code. If they use the link on their phone, they will get signed in to the web version of SchoolBridge not the app. Ask them to enter the code instead of using the link.
There is another possible issue that only effects Android users of the SchoolBridge app where after signing in they are not re-directed back to the app and stay in the browser. This causes the user to think they are being "signed out". To solve this:
First make sure that you have the Chrome Browser installed on your phone.
Then Open Settings > Apps. Then select Choose default apps.
Tap Browser app, and then select Chrome.
Staff can not sign in
Check the data we have for them in SchoolPoint > Users. compare the staff code, email address to what shows for the staff member in KAMAR.
Check that the email address that is associated with the staff memberās Google or Microsoft account is the same email address entered for them in KAMAR.
The staff member will be able to see the email address associated with the Google or Microsoft account during the sign-in process.
If the email addresses are different, it is usually quickest to change the email address in KAMAR.
Make sure that the staff member is not excluded from the directory sync. Click here for more info.
Staff member can not see their own children when they sign in to SchoolBridge
Check that the caregiver email address and the staff email address match.
Staff member does not have access to an area that they have permissions for
If you have updated a staff member's permissions to give them access to a new area in SchoolBridge or SchoolPoint, the staff member must sign out and then back in for the new permissions to take effect.
Student can not sign in
Make sure the student is not excluded from the directory sync. Click here for more info.
Make sure that the student is assigned to a school in KAMAR Click here for more info.
Make sure that the email address in KAMAR matches the email address in Google & Microsoft.
If you have checked all of the above conditions please gather the following information:
Student ID (for caregiver related issues)
Staff code and email address (for staff issues)
Caregiver Name and Email Address from KAMAR Caregiver tab
If the caregiver has an issue with the Magic Code email, please ask them to forward the email they received to support@inboxdesign.co.nz.
Once you have gathered the above information please add it to an email and send it to support@inboxdesign.co.nz
On the Login screen we show your phone number and a contact email to caregivers.
You can set this email in the SchoolBridge Settings - Links section.
All Users
Please be aware that when you add or make changes to student, caregiver or staff information or add new users it can take up to 24 hours for the change to be reflected in SchoolBridge or SchoolPoint.
Caregiver Issues
Caregiver can not sign in
Check the data we have for them in SchoolPoint > Student Search > Details. Compare the email address to what shows for the caregiver in KAMAR.
Make sure that the email address that the caregiver is using is the same email address you have entered for them in the KAMAR caregivers tab.
If the caregiver is using Google, Microsoft or Facebook sign in, make sure that the email address associated with the account is the same email address entered for them in KAMAR.
Make sure that the email address for each caregiver is entered into the individual contact email address on the caregivers tab, not the residential email address.
Caregiver with multiple children missing students
Check that the caregiver's email address is the same for each sibling
Caregiver can not sign in using the SchoolBridge App
Caregivers without a Google, Microsoft or Facebook account must request a Magic Sign-In Code email, and use the sign-in code to sign into the app.
If the user reports that they āHave to keep requesting a Magic Codeā to sign into the app, they are likely clicking the web sign link in the email and not using the Sign-in Code. If they use the link on their phone, they will get signed in to the web version of SchoolBridge not the app. Ask them to enter the code instead of using the link.
Android Issue
There is another possible issue that only effects Android users of the SchoolBridge app where after signing in they are not re-directed back to the app and stay in the browser. This causes the user to think they are being "signed out". To solve this:
First make sure that you have the Chrome Browser installed on your phone.
Then Open Settings > Apps. Then select Choose default apps.
Tap Browser app, and then select Chrome.
Staff Issues
Staff can not sign in
Check the data we have for them in SchoolPoint > Users. compare the staff code, email address to what shows for the staff member in KAMAR.
Check that the email address that is associated with the staff memberās Google or Microsoft account is the same email address entered for them in KAMAR.
The staff member will be able to see the email address associated with the Google or Microsoft account during the sign-in process.
If the email addresses are different, it is usually quickest to change the email address in KAMAR.
Make sure that the staff member is not excluded from the directory sync. Click here for more info.
Staff member can not see their own children when they sign in to SchoolBridge
Check that the caregiver email address and the staff email address match.
Staff member does not have access to an area that they have permissions for
If you have updated a staff member's permissions to give them access to a new area in SchoolBridge or SchoolPoint, the staff member must sign out and then back in for the new permissions to take effect.
Student Issues
Student can not sign in
Make sure the student is not excluded from the directory sync. Click here for more info.
Make sure that the student is assigned to a school in KAMAR Click here for more info.
Make sure that the email address in KAMAR matches the email address in Google & Microsoft.
Still Canāt Solve the problem?
If you have checked all of the above conditions please gather the following information:
Student ID (for caregiver related issues)
Staff code and email address (for staff issues)
Caregiver Name and Email Address from KAMAR Caregiver tab
If the caregiver has an issue with the Magic Code email, please ask them to forward the email they received to support@inboxdesign.co.nz.
Once you have gathered the above information please add it to an email and send it to support@inboxdesign.co.nz
School Contact Information
On the Login screen we show your phone number and a contact email to caregivers.
You can set this email in the SchoolBridge Settings - Links section.
Updated on: 29/05/2023
Thank you!