Verify and check their username (usually email) is correct. Use 'Reset Password' from the Families page to generate a new temporary password. Ensure the parent account is active and not disabled.
Check that: 1) The season dates include the date range you're viewing, 2) Classes have been created for that season, 3) You haven't filtered the calendar to hide certain classes. Also verify sessions were generated for those dates.
Features may be disabled in Parent Portal Settings. Go to Settings and check which features are enabled. Common features that can be toggled: billing, class browsing, self-enrolment, student management, and make-up credits.
Check your API credentials in Settings. View Sync Logs to see specific error messages. Common issues: expired API token, incorrect Location ID, rate limiting. Try a manual sync and check the result.
Check your internet connection as attendance saves automatically. Ensure the teacher is logged in and the session hasn't been locked. Admins can always edit attendance. Refresh the page and try again.
Go to Pricing > Preview and select the family. This shows exactly how their pricing is calculated including all discounts. Verify enrolments are correct (trials may be excluded from discounts) and check active pricing packages and discount rules.
For technical issues, use the Feedback option in the header menu to submit a report. For urgent issues or account-related questions, contact your agency administrator or Replit support if you're managing the platform directly.
Ensure you're using the correct export files from Studio Pro: 1) Classes List (not Class Schedule or another report), and 2) Parent Email Export (not Contacts or another list). Files must be in Excel format (.xlsx or .xls). If columns are missing or rearranged, the parser may not recognise them correctly. Try re-exporting with default settings from Studio Pro's Reports menu.
Quick Import matches parents by email address. If the same person appears with different email addresses in your Studio Pro export, they'll be created as separate records. You can clean this up by editing parent-student links in the Families section. To prevent duplicates, ensure consistent email addresses in Studio Pro before exporting.
