Parent Access FAQ

Modified on Tue, 13 May at 1:08 PM

Q: Why is the parent receiving an "Account is Inactive" error message?

A: The parent record is not Engaged (Active status). Parent records become engaged when the parent follows the steps in the Welcome email and successfully logs in to RollCall for the first ime via SSO (if available) or by setting their password and using the green RollCall Login button. Steps to resolve:

If the status is unenegaged - send a new Welcome email to the parent
If the status is past parent and there is NO student details API connected (check plugins) then:
1. Attach their student
2. Change the status to unengaged
3. Complete step 1 above.
If the status is past parent and there is a student details API connected (check plugins) then:
1. Check the master system to ensure the parent is set up as a primary parent
2. Wait for their record to be transferred to RollCall (24 hours)
3. Complete step 1 above.

Q: Why can't I view students at two different schools in the same RollCall login?

RollCall parents with students using multiple RollCall provider services will need to use each of the different school codes and login to each RollCall provider separately to view the students on each service.

The RollCall providers are setup as separate clients and offer different features to parents and presently it is not possible to provide live tracking for buses of different services on a single map or under a single access login, due to information privacy.

The RollCall login accounts are linked and have the same password when the parent uses the same email address to access each provider's parent portal.