Common problems and how to solve them

What to check first, and when to message the school.

Last updated 12 October 2026

What you will learn

What to check when something is missing
Which worries usually turn out to be nothing
When to contact the school

I cannot see the person I look after

Step 1. Open Guardians and check they are listed against your name.
Step 2. If they are not, the link has not been set up. Ask the school to create it.
Step 3. If you look after more than one person, each needs its own link.

A screen looks empty

Give it a moment. Some screens show the word 'Loading' for a second or two, especially the first time you open them.
Some screens need a class group chosen first. Grade book and Performance show nothing until you choose a Batch.
A date range may be excluding everything. Clear From and To on the Timetable.
A filter may still be set from last time. Set filters back to 'Any'.

The attendance figure looks wrong

Attendance is recorded by the tutor after each class. Open Attendance and look at the individual classes and their dates. Two things explain most surprises: recent classes may not have been marked yet, and early in a course a single absence moves the percentage a long way.

The result looks low

'So far incomplete' means the course is not finished. The figure is out of the work marked so far, and it moves.
Unmarked work may count as nothing yet. It is not a zero the student earned.
Not everything counts equally. Check the weight column in the grade book before worrying about one mark.
Attendance may itself be part of the result on some courses.

Contacting teachers and school staff

To protect student privacy and ensure safe communication channels, personal phone numbers and email addresses are protected. You can contact your student's tutors and administrative staff directly through the integrated Messages tab.

Understanding Guardian Access and Student Independence

The Guardian portal is designed to provide family visibility into attendance, coursework, and grades while preserving the student's independent learning responsibility:

Academic Area	How It Operates
Coursework Submissions	Students submit their own assignments and quizzes through their student accounts.
Grading & Evaluation	Instructors grade submissions objectively according to accredited academic schemes.
Attendance Registers	Class attendance is recorded live by the instructor during each session.
Course Enrollment	Enrollments onto new academic terms and courses are coordinated with the school registry.

When to contact the school

You cannot see the person you look after, or somebody is missing.
An attendance record or a mark looks wrong.
You want to know why work is overdue.
You cannot sign in, or your account is locked.

Tip

When you message, say which student, which course and which class or piece of work. It gets you a useful answer first time.