Frequently Asked Questions
General
Q: What browsers does EMS support?
EMS supports all modern browsers: Chrome 90+, Firefox 90+, Safari 15+, and Edge 90+. For the best experience, use the latest version of Chrome. Internet Explorer is not supported.
Q: Can EMS be used offline?
The admin web interface requires an internet connection. The Guardian mobile app can display previously loaded data offline, but payments and messages require a connection.
Q: Is student data secure?
Yes. EMS uses HTTPS encryption for all data in transit, role-based access control so users only see what they need to, and automated backups. Each school's data is fully isolated from other schools on the platform.
Q: Can I use EMS on my phone?
The admin web interface is responsive and works on phones, but is optimised for a larger screen. The Guardian App is designed for mobile use and provides the best phone experience for parents.
Academic
Q: Can a student be in more than one class?
No. Each student is enrolled in exactly one class per term. For elective subjects taught across classes, use the Electives module.
Q: How do I undo a promotion after running it?
Promotions cannot be automatically reversed. Contact EMS platform support if you need to undo a promotion — manual data correction may be required.
Q: Can teachers see other classes' students?
No. Teachers only see students in the classes they are assigned to. School Admins can see all students.
Finance
Q: Can guardians pay fees online?
Yes, if your school is set up with SchoolPay. Guardians pay via mobile money through their Guardian App or any SchoolPay channel, and the payment syncs automatically into EMS. Contact your EMS account manager to enable SchoolPay.
Q: How do I give a student a partial fee discount?
Use the Scholarships module to set up a scholarship with a fixed amount or percentage discount for the specific student.
Q: Can I generate invoices for the next term before the current term ends?
Yes. Create your fee structures for the upcoming term and generate invoices. They will appear as Unpaid and guardians will be notified when you choose to send notifications.
Q: What happens to unpaid invoices from previous terms?
They remain open and the outstanding balance is visible on the student's account. They do not automatically roll over but can be included in new term invoices if needed using manual invoice adjustments.
Report Packs
Q: Can teachers see other teachers' comments before the report pack is finalised?
No. Teachers can only see their own entries. Only School Admins can view all comments during the review process.
Q: Can report cards be customised with the school logo?
Yes. Go to Settings → Report Templates to customise the layout, add your logo, and adjust the content of report cards.
Q: Can I generate report cards for individual students rather than the whole class?
Yes. From the report pack detail, select individual students and click Generate Selected PDFs.
Guardian App
Q: A parent says they did not receive a welcome email — how do I resend it?
Go to Administration → Parents, find the guardian, and click Send Temporary Password. This sends a new email with a temporary password.
Q: Can one guardian account be linked to students in different schools?
No. Guardian accounts are school-specific. If a family has children in two different schools using EMS, they will have a separate account for each school.
Q: Can guardians see all subjects and marks or just the final grade?
Guardians see the report card data released by the school (via Report Packs). Individual assessment marks are not visible to guardians unless the school specifically includes them in the report template.
Platform / Technical
Q: How do I get a new school set up on EMS?
Contact your EMS platform administrator or sales team. A Super Admin creates the tenant and sets up the first School Admin account.
Q: Is there a mobile app for teachers?
The admin web interface works on mobile browsers. A dedicated teacher mobile app is on the product roadmap.
Q: How often is data backed up?
EMS data is backed up daily. Contact your platform administrator for the backup and recovery policy specific to your deployment.