HOW DO I…?
The questions our support inbox actually receives, grouped by who asks them. If your question is not here, a human will answer it — usually the same day.
FAMILY ACCOUNTS.
I have not received my login details
Invitations are sent by your school, not by Skoolarz, and they go to the email address the school holds for you. Contact the school office and ask them to resend the invitation or to print your credentials — they can do both from their side in under a minute.
I have two children in the school. Do I need two accounts?
No. One account covers every child linked to you. If you are seeing only one child, the guardian link for the other is missing — ask the school office to add it rather than creating a second account.
How do I switch the portal to Arabic?
Use the language switcher in the top bar. Your choice is saved to your own account and does not affect anyone else, including the school's default language.
A grade looks wrong
Marks are provisional until the assessment window closes, so a figure can change while a teacher moderates it. If it still looks wrong after the window, message the subject teacher through the portal — they can see the same breakdown you are looking at.
Is there an app to install?
No. The portal is a website that works on a phone. Add it to your home screen if you want an icon — on iOS use Share → Add to Home Screen, on Android use the browser menu → Add to Home screen.
DAY-TO-DAY TASKS.
How do I take the register?
Open your dashboard and the current period is already there with every student marked present. Tap the exceptions — absent or late — and the record closes itself. There is no submit button to forget.
I forgot to register a class yesterday
You can backfill from the course attendance screen by choosing the date. Retrospective entries are visible as such and attributed to you, which is deliberate — it protects you as much as the record.
How do I set homework with a due date?
From the course, choose Homework → Add. Set the due date and publish. Students see it immediately on their dashboard, and parents see it in the portal. Submissions arrive in one queue with late ones flagged.
Can I reuse last year's lesson?
Yes. Archived courses stay intact and searchable. Open the archive, find the lesson and copy it into the current course rather than rebuilding it.
How do I start a live class?
Open the lesson and enable Live Class. You join as moderator and students join from the same lesson page. There is no separate link to distribute.
Why can I not see another teacher's class?
By design. Teachers see their own courses and students. If you need visibility across a year group, ask your school manager — that is a role change, not a permission bug.
RUNNING THE SCHOOL.
A parent says they cannot log in
Check three things in order: that a guardian record exists, that it is linked to the right student, and that the invitation was sent to the address they actually use. In our experience the third is the cause about two-thirds of the time.
How do I add a mid-year student?
Add the student record, link the guardians, assign the class group, then create the tuition record with a pro-rated plan if applicable. The timetable, attendance and portal access follow automatically from the class group.
We need to change a fee after invoicing
Adjust the charge on the tuition record and reissue the invoice. Do not edit the invoice in isolation — the parent's view and your reports both read from the underlying record, and a manual override is exactly the kind of thing nobody can explain three months later.
A class shows zero absence all term
That is almost always a data problem rather than a discipline success. Check whether that class's sessions exist in the timetable at all — attendance can only be recorded against a scheduled period.
How do we export everything?
Structured exports are available at any time and at no charge, including attachments and historic grades. Ask your named contact, or write to support and we will provide it within the timeframe in your contract.
WHEN TO CONTACT US.
Parents and students
Contact your school first. We have no access to your account and cannot reset a password on the school's behalf — that is a deliberate boundary, not an inconvenience.
School staff
Write to support through the school's named contact, or use the contact form. Response times depend on your plan: two business days on Starter, same day on Growth, agreed SLA on Enterprise.
Contact supportSomething is down
Check the status page first — if we know about it, it is already there with a running update. If it is not there, tell us and we will investigate immediately.
System status