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Common Issues & Solutions

This guide covers the most frequently reported issues and how to resolve them.

Login & Access​

I cannot log in — "Invalid email or password"
  1. Check your email address is correctly typed with no spaces.
  2. Check your password is correct — passwords are case-sensitive.
  3. If you have forgotten your password, click Forgot Password on the login page. A reset link is emailed to you.
  4. If the reset email does not arrive within 5 minutes, check your spam/junk folder.
  5. If you still cannot log in, contact your School Admin to reset your account.
I get logged out frequently

EMS sessions expire after 60 minutes of inactivity for security. This is by design. If you are actively using the system and still get logged out, check your browser is not clearing cookies automatically.

I can see a module but cannot edit anything

Your role may have read-only access to that module. Check with your School Admin to confirm your role and whether your permissions should include editing. See Roles & Permissions →.

Attendance​

I cannot find my class in the Attendance module

You are only shown classes you are assigned to as a class teacher. If your class is missing:

  • Confirm with the School Admin that you are set as the class teacher for that class.
  • Go to Academic → Classes (School Admin) and verify the teacher assignment.
I marked attendance but it is not saving
  1. Check your internet connection — attendance saving requires an active connection.
  2. Ensure you click Save Attendance at the bottom of the page — do not navigate away before saving.
  3. If the issue persists, try refreshing the page and marking attendance again.
I need to correct attendance from a previous date

Teachers can edit attendance on the same day it was marked. After that day, only a School Admin can edit it:

  1. Go to Academic → Attendance.
  2. Select the class and the date.
  3. Modify the attendance and click Save.

Finance​

An invoice was generated with the wrong amount

Check your fee structure for that class and term. If the fee structure has an error:

  1. Correct the fee structure or template.
  2. Delete the incorrect invoices (if no payments have been made).
  3. Re-generate invoices.

If payments have already been made, contact your platform admin — paid invoices require special handling to correct.

A payment was recorded against the wrong student
  1. Go to the incorrect payment and click Delete (if no receipt has been issued to the guardian).
  2. Re-record the payment against the correct student.

If a receipt has been shared with the guardian, contact your EMS platform admin for assistance reversing the payment.

SchoolPay payments are not importing
  1. Check your SchoolPay integration is correctly configured in Settings → SchoolPay.
  2. Verify that the school's SchoolPay account is active and linked.
  3. SchoolPay sync runs every 15 minutes — wait and refresh the page.
  4. If the issue continues, contact EMS support.

Reports & Report Packs​

A student is missing from the report pack

The student may not be enrolled in the class for the current term. Check:

  1. Go to Academic → Students and find the student.
  2. Confirm they are in the correct class for the current term.
  3. If they were recently enrolled, re-open the report pack and click Refresh Student List.
PDF generation is taking too long or failing

PDF generation for large classes (30+ students) can take 2–3 minutes. If it fails:

  1. Try generating in smaller batches — one class at a time.
  2. If the failure persists, contact EMS support with the report pack ID.

Guardian App​

The guardian says they cannot find the school in the app

The guardian needs the correct School Code. Go to Settings → School Profile to find your school's code and share it with the guardian.

Guardian is not receiving notifications
  1. Check the guardian's email is correct in their profile (Administration → Parents).
  2. Ensure the guardian has allowed notifications on their phone (Phone Settings → Notifications → EMS Guardian).
  3. Check that notification preferences are enabled in Settings → Notifications.

Need More Help?​

If your issue is not listed here, check the FAQ → or use the AI Support Assistant (chat button, bottom right) to ask your question.