Login & Account Issues

Cannot Log In

Incorrect Password

1. Check Caps Lock is off
2. Ensure you're using the correct email address
3. Try copying/pasting your password to avoid typos
4. Use 'Forgot Password' to reset if needed

Account Locked

After multiple failed login attempts, your account may be temporarily locked.

• Wait 15 minutes and try again
• Use 'Forgot Password' to reset
• Contact your administrator to unlock immediately

Account Deactivated

If you see 'Account deactivated', contact your administrator. Only Head Office users can reactivate accounts.

Password Reset

Staff Portal

1. Go to the login page
2. Click 'Forgot Password'
3. Enter your email address
4. Check your email (and spam folder)
5. Click the reset link within 24 hours
6. Create a new password

Parent Portal

1. Go to the parent login page
2. Click 'Forgot Password'
3. Enter your email address
4. Check your email for reset instructions
5. Follow the link to create a new password

Password Requirements

Passwords must have:

• At least 8 characters
• At least one uppercase letter (A-Z)
• At least one lowercase letter (a-z)
• At least one number (0-9)
• At least one special character (!@#$%^&*)

Session Timeout

For security, you'll be logged out after 30 minutes of inactivity.

• Save your work regularly
• If logged out, simply log back in
• Unsaved form data may be lost - check before submitting

Multi-Factor Authentication (if enabled)

If your organisation uses MFA:

1. Enter your email and password
2. Enter the code from your authenticator app
3. Codes refresh every 30 seconds

Lost access to your authenticator? Contact your administrator.