Help a parent sign in

Quick fixes for parents who can't get into the family portal.

Parent portal2 min read

This article is for studio staff. When a parent calls to say they can't get into the portal, the fix is usually one of a handful of things. Work through the questions below with them.

Good to know: for privacy, staff can't see or set a parent's password. Parents always reset it themselves.

Do they have a login yet?#

Open Students in the menu, choose the family, and look under Guardians. A parent with a login shows Has portal login.

If they don't have one, select Invite to portal next to their name. They'll get an email with a link to choose a password. See Invite families to the portal.

Are they using the right email?#

Parents sign in with the email address on their login. Check that the email under Guardians matches the one they're typing. A common mix-up is a work email on file and a personal email at sign-in, or the other way round.

Did they forget their password?#

On the sign-in page, they select Forgot password?, enter their email and select Send reset link. They'll get an email with a link to choose a new password. If it doesn't arrive, ask them to check spam and confirm the address. See Sign in and reset your password.

Are they being asked for a code?#

If the parent turned on two-step sign-in (also called two-factor authentication), they'll need to enter a code after their password. If they've lost access to their codes, see Two-step sign-in.

Invite links are for one person and one email address. If the parent already has a FrontRow account (from another studio, for example), they should select Sign in on the invite page and accept with that account. If the link still won't work, send a fresh invite.

Are they on the wrong studio's sign-in page?#

The sign-in page shows the studio's name and logo when a parent has signed in before. If it shows a different studio, they can select the "Not with" link under the form to get the plain sign-in page.

Do they belong to more than one studio?#

Parents with children at more than one FrontRow studio use one login for all of them. They switch studios from the account menu (their initials), under Studios.

Is it a staff account?#

If someone who's also on your staff signs in, they go to the staff dashboard. If they open the family portal with a staff-only account, they'll see "The family portal is for families". To see the portal, they need to be listed as a parent in a family and accept a portal invite.

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