Common problems and fixes
Start with the symptom you see. Check the listed cause before changing data or recreating a session.
- Confirm the selected class, date, activity, and reporting period.
- Check whether the source roster or session data exists.
- Reopen completed sessions only when a saved correction is needed.
- Contact support before deleting or recreating important class data.
A student or class is missing
On Students, clear the search, Class, and Grade filters. Confirm the student is active and assigned to the intended class. For a CSV import, the optional class value must match an existing class name; capitalization is ignored.
An activity cannot be added
Sessions can use active School Activities. Open Settings → School Activities and confirm the activity is active and has the intended unit. Then return to the unlocked session while online and select Add. If the mobile app is offline, it shows an inline setup-needs-internet message because creating sessions and adding activities are online-only setup steps.
Attendance or records cannot be edited
Completed and cancelled sessions are locked. Select Reopen, make the correction, save Attendance or Records, and complete the session again when appropriate.
A QR scan is not accepted
Confirm camera permission, adequate light, and that the full code is visible. Verify the student is active and belongs to the selected class. A rapid repeat scan may be ignored by the cooldown; wait briefly and scan again. Accepted lap/count scans save when the scanner closes; manual corrections still need Save Records.
A report is empty or incorrect
Reset the period, class, and activity filters. If the value is still missing, open the source session and confirm the record was saved for the correct student, activity, and class. Reports use saved records even before a session is completed.
An invitation or sign-in does not work
An administrator can open Settings → Teachers and use Resend Invite for an unverified address. Confirm the user is signing in with the invited email and the original method—email/password, Google, or Microsoft. Email/password users can select Forgot Password?.