Support
Support
For extra training and guidance please visit our support website.
Visit Support Site
For extra training and guidance please visit our support website.
Visit Support Site
We want to ensure that your journey with us is an enjoyable experience. We understand that there may be times when you will need a bit more TLC from us and our dedicated support teams are always happy to help you. For when you need a quick answer, please check out our frequently asked questions!
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You can do this in several ways, one way is to log into your childs account, where the option ‘Change Password’ is available in the top right, you can follow the on screen instructions to complete the password change.
Alternatively, you can use the ‘Reset Password’ link found under the Sign in button on the SchoolMoney Parent Log In Screen.
Unfortunately SchoolMoney support cannot help you gain access to the system and you must go through the school.
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If you suspect it may be a password issue, please use the ‘Reset Password’ link on the login page, beneath the ‘Go’ button where you can start the Reset Password process. If during this process it asks you to check your details are correct. Then please get in touch with your child’s school to ensure they have your correct details on record.
Unfortunately SchoolMoney support cannot help you gain access to the system and you must go through the school.
An easier alternative method to making payments to your childs school that does not require you to log in every time is available on the Google Play and Android App store which can be found here :
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Yes, the SchoolMoney functionality can be found within the Teachers2Parents mobile app, and it’s really easy to use and take advantage of too, all you need is a support Android or Apple device, and go to the following link to get set up and running. You will be required to provide some information upon sign up to the app, as well a as complete the mobile verification process. This is a one time process and once completed, you will begin receiving notifications via the app, and no longer require to log in every time you wish to make a payment. It also works in conjunction with your schools Teachers2Parents text messaging platform, to streamline the messages from your school into one single place.
Get the app here :
Unfortunately SchoolMoney support cannot help you gain access to the system and you must go through the school.
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I am a parent, and when I try log in to SchoolMoney, I get told my login details are incorrect?
This error message could appear for a variety of reasons. Firstly, please ensure your childs school has got the correct mobile and email address assigned to your SchoolMoney account. If your school has more than one parent on record, it is worth checking with your school to see which parent is on the SchoolMoney system.
Unfortunately SchoolMoney support cannot help you gain access to the system and you must go through the school.
An easier alternative method to making payments to your childs school that does not require you to log in every time is available on the Google Play and Android App store which can be found here :
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When you provide your mobile number to the app, it searches your schools database to determine if your mobile number is on our record. If the app is unable to find your number, then please contact your school to ensure your mobile number has been correctly assigned to your child at that the school has it on record. It may be that the school has several numbers for your child, usually one for each parent, and they only have one number against your child in their SchoolMoney system.
You can find the app by clicking on the respective icon for your mobile Operating System :
Unfortunately SchoolMoney support cannot help you gain access to the system and you must go through the school.
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Can I send invitations to parents from separated families?
Yes! You can import anyone with parental responsibility, and you will find whichever parent is not the main contact in the Split Parents tab. By ticking and saving them in here, these parents are added to the invite list so that they can make their own booking for their child that the other parent cannot see.
Can I use Teachers2Parents to send messages from home?
Teachers2Parents is a web-based platform which means that as long as you have a device with internet access and know your username and password, you can log in anytime, anywhere.
If you need to log into Teachers2Parents from home but have forgotten your username or password, please follow the steps described in the section above.
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Can you send group messages?
Yes. As well as sending messages to individually selected contacts, you can send messages to the whole school, Year groups and Form groups or you can make up your own groups of contacts for your after-school clubs, school trips etc.
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Do I need to install software or equipment in my school?
No, the system is web based, so all you need is a computer, tablet or mobile device with internet access. This means you can also use Teachers2Parents at home or on the go!
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How can I send longer text messages?
Over the coming weeks, there may be occasions where the standard 160 character limit for a text message may not be enough. In Teachers2Parents there is an option to extend that limit to accommodate longer messages.
Please bear in mind that messages longer than 160 characters count as two messages and so will incur an extra 4p charge per text. This option can be switched on or off at any time, and will also tell you the date it was last changed in addition to the user who changed it.
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How do I add more users?
If more staff need to use T2P, you must first create new user logins for them by following the steps below:
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How do I add staff members into Teachers2Parents?
Staff members, unlike students, do not import from your MIS and need to be manually added into the system. Please follow the steps below to add staff in the event that you need to text or email them as well as parents.
Once you’ve added everyone you need to, refresh the page. These new contacts will now be available when sending a text or email.
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How do I know if a message has been received?
Simply open the Delivery Report to see if the message is ‘Delivered’, ‘In transit’ or ‘Failed’.
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I cannot log into Teachers2Parents. What do I do?
If you’re unable to log in and can’t remember your username or password, please don’t panic!
Firstly you should speak to any of your colleagues who share the same user login as yourself as they may know the username & password you need to log in.
If your colleagues don’t know the username & password, or you don’t share your user login with anyone, speak to a colleague who has Admin access. That colleague will be able to give you your username and/or reset your password for you. They can do this by following the steps below:
We recommend only contacting our support team after exhausting the above options as there will understandably be a delay in our response due to the volume of support cases we are currently experiencing.
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What if I need parents to reply to my messages?
T2P gives the option for parents to reply to both text and emails. This may help you stay on top of communication during the coming weeks. To enable replies, please follow the steps below:
When a parent replies to an email or text, their reply will automatically be sent to the email address you specified.
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A staff member doesn’t have the correct access in the system
If a staff member has found that they do not have access to the required areas of the system, there is a quick and easy step you can take to ensure this is corrected through Admin – Manage Slip Access.
In the Manage Slip Access page use the Elements dropdown to select an area of the system to update access. Tick the checkbox to the left side of the staff name to add access individually, or if all staff should have access to the selected area, you can select the All option to tick the full staff list and then Save to confirm the changes.
The affected staff members will just need to refresh their system and they will be able to access the updated pages.
For a more in-depth guide on access, please look at our Managing Access walk-through guide.
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How do I add a new user?
Adding new users doesn’t need to be difficult or time consuming – you can create new staff members on your system in a few quick and easy steps!
It is imperative you only add to the username – please don’t remove the characters that are already there.
Final step: You need to update their password. The user will be currently unable to login, so you will need to set a temporary password for the user.
Find the new user we created and tick the box next to their name. From the Action dropdown select Reset Password.
The system will prompt you to enter a temporary password – the user will be forced to update their password upon login.
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How do I add/update automated reports?
Go to Admin – Automatic Reports/Communications – Automated Reports.
To edit an existing report, tick the box to the left of the report you would like to edit and then click the Edit button in the bottom right of the page. The first page will allow you to adjust the staff member, you can also use the Day and Time options to make changes to the delivery of the report.
Following this you can click Filter in the bottom left of the page to change the filter parameters. When you have selected the filters you require, click Go and Save to update.
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How do I add/update real time notifications?
Go to Admin – Automatic Reports/Communications – Real Time Notifications.
To edit a notification, double-click an entry from the list. On the following page, you can alter the recipient of the alert, or alternatively – to update the triggers for the alert – click on Filter in the bottom left. The dropdown options selected determine the circumstances for when to send an alert. Click Go and Save to update the alert.
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How do I automatically update my students on BehaviourWatch?
If you are a BehaviourWatch user, you may wish to have your MIS automatically update your system. This can be achieved with our new XoD software integration. If you would like to get this installed, please get in touch with your usual BehaviourWatch support team.
Alternatively , you may already have existing integrations set up such as Wonde or SIMS Link. These should run automatically on the computer or server as usual. Sometimes SIMS Link can be blocked by your local firewalls or computer restrictions, and therefore by double-clicking on the application you can run it manually. This will update your basic student information in the system.
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How do I manually add an on-roll student?
Go to Students, then click Add in the bottom right.
Mandatory fields are marked by an asterisk (*) within the profile page – these will need to be input before the profile can be saved. Please see the full list below:
First Name, Last Name, ADNO (this may be automatically generated for you), DOB, Year Group and Form.
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How do I update my term dates?
To add these, go to: Admin – School Structure – Terms.
A lot of areas in the system rely on term dates to be able to work correctly. So please ensure that these are added for the academic year.
When clicking on Add you will see a Term Name field, a Term Start/End Date area, a Break Start/End Date area and a When Term Resumes drop down. Set the start, end and break dates for the term. For the When Term Resumes drop down, you can either choose for the term to reset back to Week 1 of the timetable or for it to carry on with the week numbering (this will only apply to systems that have 2-week timetables setup). Please ensure that you add the Autumn, Spring and Summer terms.
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I have forgotten my password
If you have forgotten your password, an admin user can reset this by doing the following:
Once the password has been reset and you log into the system, you will be advised to change your password for security reasons.
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I have forgotten my username
An admin user can follow these simple steps to discover your username:
Go to Admin – User Logins – find the relevant profile from the list, the usernames are displayed next to the staff member’s names. Admin Users can also send username reminders by doing the following:
This will then send an email to the user that will remind them of their username.
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I’m having problems uploading an attachment to a slip
If you are trying to upload an attachment to a slip and are receiving an error, this may be down to the filename. Do you have any errant full stops in the file name? The system reads anything after the full stop as the file type, and this is the most common cause. So if the attachment filename was:
schooldata070918.pdf
This would be fine, as it is a recognised file extension. However, if it was:
schooldata07.09.18.pdf
This may throw an error, as everything past the first full stop would be read as the file type. This would then not be recognised. To resolve this, you would just need to remove the full stops from the date format, and try uploading again.
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Updating houses and forms with the static student import
Have all your students changed forms this year? Have you had a complete restructure of Houses? If so you can import this information using the Static Student Import.
For example to update all houses you would require a .csv or .txt file that contains two columns: ADNO and House. To import this file:
Once you have imported this the system will give you an import summary.
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Can I create groups that are having their own Parents Evening such as for SENCo students?
Yes, you can manually create groups within the system for specialised events rather than only being able to use year/registration groups.
This group will now appear in the Invite Parents drop-down menu when you are creating the event.
Do I need to create separate events if there are teachers working on different days?
No, you can create one event that can accommodate your entire school over several days.
You can set up Protecting Blocks for the dates and/or times that a teacher is not doing the parents evening so that parents can only book in for the slots available for their child.
How do I add new teachers?
Adding teachers to your parents’ evening module is straightforward. Follow these 6 steps to add new teachers to the parents’ evening system:
I am trying to create a new event but there is a pop-up saying there are no Form Tutors assigned. What do I do?
Before creating an event, you need to make sure that all the Forms (registration groups) you need have a staff member assigned to them.
I cannot see any students in Parents Evening. What happened?
During the summer holidays, Parents Evening will automatically remove the students from your account in preparation for the new academic year. This ensures that you are ready to import the up-to-date student data from your MIS before creating any new events.
What is Parents Evening Video?
Parents Evening Video allows schools to host their parents’ evening events and speak to parents via video calls instead of in-person. Video calls can be joined via a desktop computer, laptop, or mobile device, provided it has audio capability*
Benefits to video calling include:
Simply select ‘Video Call’ when setting up your parents’ evening event. Parents can then book their event slots as normal. A link to join the event will be sent to parents and teachers before the event at the specified time. Clicking the link will take you to the video page, where you will be able to see your event schedule and join each call.
*Please ensure you are using the most recent version of web browsers Chrome or Firefox, or Safari 11 and above.
When I open Parents Evening, it is still showing the old academic year. How do I change that to the current one?
The academic year will automatically be updated to the current one after you have created an event for this academic year, so you do not need to worry about changing this yourself.
