Troubleshooting

Sign-in issues:

• Password reset doesn’t arrive:
  • Check spam folder; confirm email on file; ask admin to resend or verify SMTP
• SSO loop or error:
  • Confirm time sync (NTP), client IDs, redirect URIs, and user mapping

Data imports:

• CSV rejected:
  • Validate headers match template; ensure required fields; check UTF-8 encoding and delimiters
• Duplicate records:
  • Confirm unique IDs; use merge/update mode where available

Attendance & grades:

• Cannot submit attendance:
  • Verify timetable is published; check teacher’s class assignment; confirm policy windows
• Gradebook locked:
  • Assessment may be finalized; request admin to unlock if policy allows

Billing:

• Payment fails:
  • Verify gateway status, invoice currency, and payer details; check webhooks for reconciliation
• Missing receipt:
  • Confirm payment settled; regenerate receipt from invoice view

Messaging:

• Messages not delivered:
  • Check audience filters, throttling limits, and provider status; review bounce logs