Troubleshooting the apps
Help for JPX School ERP, Parent, Staff and Business E-mail sign-in, School ID, permissions, notifications and files.
Most problems with the apps come down to a School ID typed wrongly, details that do not match the school's records, notifications held back by the phone, or an old version of the app. Find your symptom below. If nothing here helps, contact your school office (Parent and Staff) or your mailbox administrator (Business E-mail).
School ID and connecting#
The tables below cover Parent, Staff and Mail unless a row says otherwise. For the office app, use these dedicated guides:
- School connection and ERP account sign-in
- Missing modules, sessions and saves
- App PIN and fingerprint
- Settings, notifications and school contacts
- Fee collection
- Document verification
- Office ConnectX
| Symptom | What to do |
|---|---|
| "Enter the complete 15-character School ID provided by your school." | Ask the school office for the School ID and type all 15 characters. |
| "Could not reach the JPRAXC verification service. Check your internet connection." | Check mobile data or Wi-Fi, then tap Verify school again. |
| The confirmation card shows the wrong school | Tap Not my school — change ID and enter the correct ID. |
| "The school Cloud ERP could not be reached." | The school's system is not answering. Try again later, and tell the school office if it continues. |
| The School ID is verified but the app says the school's system is not ready | The school needs to finish setting up its Cloud ERP. Tell the school office. |
| The phone is set to the wrong school | Go to More › Change school. This removes every account on the phone for that school. |
| Access paused | Contact the school office. When access is restored, tap Try again. |
Signing in#
| Symptom | What to do |
|---|---|
| Parent details do not match | Tap Details not matching?. The school must correct the admission number, date of birth or father's mobile number in the student record. |
| Staff password not accepted, or the account is locked | The school office resets and unlocks staff passwords. Passwords cannot be reset from the Staff app. |
| "Your saved app session is no longer active. Sign in again." | The saved session on this phone has ended. Sign in again with your school details. If it keeps happening, tell the school office. |
| Forgotten App PIN (Parent or Staff) | On the lock screen tap Sign in with credentials, sign in, then set a new PIN. |
| Forgotten App PIN (Business E-mail) | On the lock screen tap Forgot PIN? Sign in again. The mailboxes are removed from the phone; sign in again with your mailbox password. |
| "Please accept the Terms and acknowledge the privacy notice to continue." | Tick both boxes above the button, then try again. |
Notifications not arriving#
- Open the app and check More › Notifications (Parent and Staff) or More › Email Preferences › Notify for new mail (Business E-mail). Turn it on.
- Check that notifications are allowed for the app in the phone's settings.
- On Android, check Alerts when the app is closed. If it shows ALLOW or OFF, tap it and follow the advice for your phone maker.
- Set the app's battery use to unrestricted. Phones from Xiaomi, OPPO, vivo, realme, OnePlus, Huawei and Honor often need Autostart or background activity allowed as well.
- If Instant push registration (Parent and Staff) or Background registration (Business E-mail) shows a problem, tap Retry.
- Open the app once after changing these settings.
See Notifications and app updates for details.
Updating the app#
| Symptom | What to do |
|---|---|
| A card on Home says a new version is available | Tap Update. If the app came from Google Play, update it there. |
| You are not sure you have the latest version | Parent and Staff: More › Check for app update. Business E-mail: check the app's page on Google Play. |
| A feature described in these guides is missing | Update the app. Also check that your school or organisation has switched the feature on for your account. |
Records and files#
| Symptom | What to do |
|---|---|
| The app shows old information | Pull down on the screen to refresh. Check your internet connection. |
| A module is missing | The school has not allowed it for your account. Ask the school office. |
| A record is wrong (name, fee, mark, attendance) | Contact the school office. The apps cannot change school records. |
| A PDF, receipt or salary slip will not open | Install a PDF reader on the phone. |
| "Allow microphone access to record a voice note." | Allow the microphone for the app in the phone's settings. |
| An attachment is refused as too large | Choose a smaller file. The app states the limit. |
New phone#
- Install the app on the new phone.
- Verify the School ID (Parent and Staff) and sign in again.
- Set a new App PIN.
- Staff using Self Attendance: ask the school office to reset your phone registration, then register the new phone.
- On the old phone, use Remove this account from the phone, or ask the school office or mailbox administrator to end access if you no longer have it.
