Why is a parent/contact marked as “Past Parent”?
A parent/contact will be marked as Past Parent if they are no longer eligible under the Sentral integration rules.
Common reasons include:
The student is no longer active
The contact is no longer marked as a primary/eligible contact in Sentral
“Lives With” has been unticked (if used)
The relationship has been removed in Sentral
The email address has been removed or changed
The parent/contact no longer has any active students linked
When the API is active, RollCall reflects the current data in Sentral.
If the relationship no longer exists in Sentral, the parent/contact will be marked as Past Parent at the next nightly sync.
Why is a parent/contact missing from RollCall?
If a parent/contact does not appear at all, check the following in Sentral:
A valid email address is entered
The email field contains only one email address
The contact is assigned the expected priority level
“Lives With” is enabled (if required by your configuration)
The relationship exists correctly in Sentral
The nightly sync has run
If any of these conditions are not met, the contact will not sync.
Why is a parent not syncing when the email looks correct?
RollCall expects one valid email address per email field.
If multiple email addresses are entered in the same field (for example separated by commas or semicolons), the record may fail validation and will not sync.
Each email field must contain:
One valid email address only
No additional addresses or delimiters
If multiple people require access, each must have their own separate contact record in Sentral with their own unique email address.
Why is one parent/contact syncing for a student, but another is not?
RollCall only synchronises contacts who meet all eligibility rules.
If one contact appears and another does not, review in Sentral:
The contact priority level
“Lives With” status (if applicable)
A valid email address is entered
The email address is unique
The relationship exists correctly in Sentral
If any of these differ between contacts, only the eligible contact will sync.
Why are some contacts applied and not others?
The integration does not automatically include every contact in Sentral.
RollCall determines eligibility based on:
Contact priority configuration
“Lives With” status (if enabled)
A valid email address
If a contact does not meet the configured rules, they will not sync.
If you would like to change which contacts are synchronised, please contact RollCall Support.
Can we manually add primary parents/contacts in RollCall?
No.
When the API is active:
Primary parents/contacts must originate from Sentral
Any primary contact added directly in RollCall will be marked as Past Parent at the next overnight sync
Secondary carers may be added via the RollCall Parent App.
A student has stopped syncing. What should we check?
First, confirm that the correct student identifier has been configured (ID vs Student Code).
Sentral provides more than one student identifier. If the incorrect identifier is selected, student records may not match correctly.
If a mismatch has occurred, RollCall will need to correct the identifier setting. Contact support@rollcall.com.au for assistance.
What is the difference between Sentral ID and Student Code?
Sentral provides more than one identifier for students.
During setup, RollCall must be configured to use either:
Sentral “ID”
Sentral “Student Code”
Only one is used for matching student records.
If the wrong identifier is selected, students may not match correctly during sync.
Can we choose which students are added to RollCall?
No.
The integration synchronises all students returned by Sentral as active based on enrolment status and dates.
Individual students cannot be selectively excluded when using the API.
What happens when a student leaves the school?
When a student becomes inactive in Sentral:
The student is made inactive in RollCall
Parent/contact relationships update automatically
Contacts with no remaining active students are marked as Past Parent
Are student card codes transferred from Sentral?
No.
The RollCall Student Code field (used for scanning or card purposes) does not sync from Sentral and must be managed separately if required.
How do we request changes to our Sentral integration settings?
Integration settings (such as contact eligibility rules or identifier selection) can only be updated by RollCall.
If you would like to review or change your current integration settings, please contact:
Our team will review your request and advise on the impact of any changes before proceeding.
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