Veracross Integration- Frequently Asked Questions (FAQ)

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 Veracross integration rules.

Common reasons include:

• The student is no longer active

• The contact relationship has been removed in Veracross

• The contact is no longer marked to receive school communications

• 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 returned by Veracross from your SIS.

If the relationship no longer exists in Veracross, 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 Veracross:

• A valid email address is entered

• The email field contains only one email address

• The contact relationship exists correctly

• The contact is marked to receive school communications (receive_general_correspondence)

• 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 Veracross 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 Veracross:

• The contact’s relationship priority (sort_key)

• Whether the contact lives with the student (resident)

• Whether the contact is marked to receive school communications (receive_general_correspondence)

• A valid email address is entered

• The email address is unique

• The relationship exists correctly

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 Veracross.

RollCall determines eligibility based on:

• Relationship priority (sort_key)

• Whether the contact lives with the student (resident)

• Whether the contact receives general correspondence (receive_general_correspondence)

• A valid email address

If a contact does not meet these requirements, they will not sync.

Can we manually add primary parents/contacts in RollCall?

No.

When the API is active:

• Primary parents/contacts must originate from Veracross

• 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 Student Number in RollCall matches the identifier provided by Veracross.

The Student Number must not be changed in RollCall.

If the Student Number has been edited or overwritten, restore it to the original value from Veracross.

Once corrected, the record will realign automatically at the next overnight sync.

If you are unsure of the correct identifier, check the student record in Veracross or contact support@rollcall.com.au.

Can we choose which students are added to RollCall?

No.

The integration synchronises all students returned as active via Veracross 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 Veracross:

• 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 Veracross?

No.

The RollCall Student Code field (used for scanning or card purposes) does not sync from Veracross and must be managed separately if required.