When something goes wrong

I cannot sign in

• Check you are on your own school’s page — the address your school gave you. An account belongs to its school.
• Check the password carefully: letters are case-sensitive, so make sure Caps Lock is off.
• Use Forgot password on the sign-in page to choose a new one. If you sign in with a phone number or a student number, ask your school’s IT administrator to reset it instead.
• After several wrong tries an account is locked for a while, to protect it. Wait, or ask your school’s IT administrator to unlock it.
• Still stuck? Open osforschools.com/support — it works without signing in — and tell us your school and what happens.

A page I need is not in my menu

Your menu shows the pages your job needs. If you have taken on new work — say, a teacher who now also collects fees — ask your school’s IT administrator or the school owner to add that job to your account. Sign out and in again afterwards.

Everything is read-only

If the school’s subscription to OS for Schools is overdue, you can still open and read everything, but nothing can be changed until it is paid. The school owner, bursar or cashier can pay it from the Subscription page.

A page looks out of date or will not load

• If a message says a new version is available, press Refresh.
• Otherwise close every OS for Schools tab, open it again and sign in.
• On a phone with the app on the home screen, close it fully and open it again.

The network is slow or has dropped

Pages wait for the network, so on a weak connection give them a moment. Some everyday work, such as marking a register, is kept on your device when the network drops and sent as soon as you are back online — the page tells you when something is still waiting to be sent. Do not sign out until it has gone.

A name, class or amount is wrong

Tell the person who looks after it: the school administrator for a pupil’s details or class, the bursar for a bill or payment, the HR manager for a staff record. Every change is recorded with who made it and when.

Report a problem

Open Help & Support from your menu and choose Report a problem. Say what you were doing, what you expected and what happened instead. A screenshot helps.