Parent Access FAQ

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:

1. If the status is unenegaged - send a new Welcome email to the parent
2. 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.
3. 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.