FAQ & Troubleshooting

Find quick answers to common issues across all roles in EduTrack.

For Parents

Q: I have two children at this school, but I only see one in my portal.

A: You need to click the specific Invite Link for each child. When you click the invite link for your second child, log in using your existing email address. The system will merge both children under your single dashboard.

Q: The M-Pesa payment failed. What should I do?

A: Ensure your phone is unlocked and has a strong network connection when you initiate the payment. If the STK prompt still doesn't appear, you can pay directly to the school's Paybill number and present the SMS receipt to the Bursar for manual entry.

Q: Where do I find my child's report card?

A: In your Parent Portal, navigate to the Academics tab. You will see a list of past terms. Click on a term to view the itemized grades and download the official PDF report card.

For Teachers

Q: I can't see the subject I'm supposed to grade.

A: An administrator (Principal) has not yet assigned you as the Subject Teacher for that specific class. Ask the Principal to go to Classes → [Class Name] → Subjects and assign your name to the subject.

Q: A student is missing from my attendance roster.

A: The student has likely not been officially enrolled in your Class in the system. Check with the Principal.

For Bursars & Principals

Q: The automated invoices didn't generate this term.

A: The system requires an Active Academic Term to generate invoices. Go to Settings → Academic Terms and ensure the current term is marked as Active. If it is not, the invoice generator skips the school to prevent billing errors.

Q: How do I change a student's fee amount? (e.g. for a scholarship)

A: Rather than editing the global fee structure, open the student's specific invoice and add a Discount line item to reduce their total balance. This preserves the original audit trail of what the standard fee was.

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