Frequently asked questions
Parents and PINs
Section titled “Parents and PINs”A parent lost their PIN. What do I do? Reissue it from the student record → Portal section. See Reissue a portal PIN.
Can parents reset the PIN themselves? No. Only staff can reissue it.
Fees and balances
Section titled “Fees and balances”What does B/F mean? Brought forward — unpaid amounts from earlier terms, added to this term’s bill. See the Glossary.
A balance looks wrong. What do I check? The selected term first, then that each payment used the right fee type and date received. See Understand balances.
A parent paid more than owed. Is that a problem? No — the extra becomes a credit toward next term. Confirm it only when intentional. See Transfers, leavers and credits.
I recorded a payment by mistake. How do I fix it? Void it with a reason. Voids leave totals but stay in the audit trail. See Record a fee payment.
Where do I reprint a receipt? From the payment’s receipt view.
Marks and report cards
Section titled “Marks and report cards”Percentages look wrong. What causes that? A subject’s maximum score does not match its mark scheme. See Subject maximum score.
Do I need a stamp feature in the app? No. Print the card, then stamp and sign by hand — that is the UNEB convention. See School stamp line.
Access and roles
Section titled “Access and roles”A teacher cannot see the gradebook. Why? Wrong role or not assigned to that class. See Invite staff.
What does “suspended” mean? The school is disabled (for example for non-payment). No data is lost. See School suspended.
Still stuck?
Section titled “Still stuck?”Contact SqoolHQ support with your school name and, for money questions, the student’s admission number, the term, and the receipt number if there is one.