Any Connect user, guardians, and staff alike can run into trouble logging in. This guide is organized by what you may actually see, so you can jump straight to the fix.
- Can't log in at all
- Can log in, but missing access
- "You're not authorized" error
- Google Sign-In issues on the mobile app
Can't log in at all
Experience:
You cannot log in with the method that worked before, or you've never been able to log in at all.
Possible Causes:
A forgotten or incorrect password, or another sign-in error.
Resolution:
The recommended first step is to reset the password by accessing this page and following the prompts.
If you do not receive the password reset email or SMS, email connect@schoolstatus.com with your name and login credentials (email address or mobile number).
Note: Reset instructions are sent to every account tied to that email or phone number. If you receive more than one reset message (for example, 3), that means you have multiple Connect accounts. If those accounts belong to the same person, refer to this guide: Linking Multiple Accounts to connect them.
Can log in but missing access
Experience:
You can sign in, but something's missing. For example, you (as a parent/guardian) see one child but not another, or you only see the guardian view even though you're also Staff.
Possible Causes:
This almost always means that you have multiple Connect accounts that aren't linked together.
Resolution:
Follow this guide: Linking Multiple Accounts so all of your access shows up under one login.
“You Are Not Authorized to...” Error
Experience:
If you tap a link from a Connect text message, email, or push notification and see a message telling you that you're not authorized, this article walks through the two most common reasons why and how to fix each one.
Possible Reason 1: You're not signed in
This is the most common cause. If you land on a red banner reading "You are not authorized to see that page," with a sign-in screen right underneath it, you're simply not logged into Connect right now.
Resolution:
Sign in using the same method used before, whether that's Google, Microsoft, email, or phone, and you'll be taken to the page.
Note: In some cases, you are already logged into the mobile app, but tapping a Connect link opens a browser instead of the app, landing you on a logged-out browser session rather than their logged-in app session. This doesn't happen for everyone, but if this is your exact experience, know that we're working on a fix, coming in app version 1.39.0, expected in the App Store and Google Play Store soon.
Possible Reason 2: You're signed in, but on the wrong linked account
If a user has Linked Accounts set up (for example, a Guardian account and a Staff account, or more than one Guardian profile under the same login), links you send automatically switch to the correct linked account, whichever one is currently active. This is how linking is designed to work.
This error shows up instead when the accounts involved aren't linked. Staff members who also have a Guardian profile always have at least two separate Connect accounts by design, one for each role, and if those accounts aren't linked, a notification meant for one account can land the user on the other, unauthorized one:
Resolution:
Link the accounts using Linking Multiple Accounts. This is the most common cause of this error, and linking is the recommended fix for the best experience going forward.
A rarer, separate cause is the default-browser hand-off issue described in Reason 1: if a notification link opens in a browser instead of the app, it can also land the user on the wrong (or logged-out) account. Setting the default browser as described below can help, but for most users seeing this error, linking accounts is the fix.
Possible Reason 3: Default browser can make this more likely
On some phones, tapping a notification link opens in a browser tab instead of jumping into the Connect app, which makes the wrong-account issue above likely to happen.
Upcoming in Connect 1.39.0: Connect links will open directly in the Connect app by default when the app is installed, regardless of the user’s default browser, on both iOS and Android. This fix is expected to work correctly for the large majority of users, though a small number of device or configuration combinations may still behave differently.
If a user is still seeing this repeatedly after the fix, setting their default browser can help in the meantime.
Resolution:
Android: Chrome and Brave work as expected when set as the default browser. Samsung Internet does not reliably hand off to the app.
- Open Settings.
- Tap Apps.
- Tap Default apps (sometimes under a "More" section, especially on Samsung phones).
- Tap Browser app.
- Select Chrome or Brave from the list.
iOS: Safari works as expected. Chrome set as the default browser causes the issue.
-
On iPhone (to set Safari as default):
- Open Settings.
- Scroll down and tap on the browser app that's currently set as default (for example, Chrome).
- Tap Default Browser App.
- Select Safari from the list.
If you still can't get this to work after trying the above, reach out to support (connect@schoolstatus.com)
and include this information:
Which link you tapped and in which app,
Exactly what you see when it fails
Your device and operating system version
Google Sign-In Issues on the Mobile App
Experience:
Some users may be unable to sign in to the SchoolStatus Connect mobile app using Sign in with Google. When this occurs, the app may not display a helpful error message.
This issue affects mobile app users who:
- Sign in to Connect using Google SSO
- Have connected both Google Drive and YouTube to their Connect account
Resolution:
If you’re affected, you can reset your Google connection and sign in again by following these steps:
-
Sign in to Connect on the web.
If you cannot sign in with Google, use your Connect email address and password instead. -
Go to Account Settings → Google Services and disconnect all connected Google services.
- Go to your Google Account (not your Connect account):
-
Open Manage your Google Account
-
Select Security
-
Find Third-party apps with account access
- Select SchoolStatus Connect and remove its access to your Google Account.
-
-
- Return to Connect and log out.
- Sign back in with Google.
You should now be able to sign in successfully through the mobile app.
After completing the steps above, you can reconnect either Google Drive or YouTube to Connect. Do not reconnect both services. Connecting both Google Drive and YouTube will recreate the permission conflict and may prevent Google sign-in from working on the mobile app again.