Frequently Asked Questions

Android App

Can I make payments through the SchoolPing app?

Yes - Your child’s school must subscribe to SchoolPing Payments to use the payments feature.

Payment items come as attachments to messages sent from the school.

Please click here for help using SchoolPing Payments.

I can't remember my password

Once you select a school on the login screen a 'Forgot Password?' link will appear beneath the 'Log In' button. If you follow this link and then enter your email address you will receive an email which will allow you to reset your password.

Please note that to use this feature you must have logged into SchoolPing previously and verified an email address. If you have not verified your email address previously, then please contact your school who can help to re-issue your login details.

What if I forget my 4-digit passcode and I’m unable to sign in?

If you have set inactivity lockout on your app, then the 4-digit passcode only applies to the existing app installation on the device. Therefore, if you have forgotten your passcode, you will just need to uninstall and then re-install the SchoolPing app to reset it.

My calendar is not updating

The calendar will check for new events every 10 minutes. If you want to force the calendar to refresh then you can visit it and tap the options button at the top right of the screen and tap 'Refresh'.

Why do my messages disappear?

Your SchoolPing inbox is managed by the school so messages may be removed when the school feels they are no longer relevant or required.

My attachments are not loading

SchoolPing collects attachments so they load quickly when you re-visit them. Try resetting the file storage for SchoolPing by going to "Settings" and tap "Clear Cache".

Can I receive messages from two different schools?

Yes - you can receive SchoolPing messages, and see the school calendar, from different schools on the same app.
To enable this functionality, you must verify the same email address in each school you are linked to:

  • Download the SchoolPing app onto your mobile device and select the first school to log in to; Enter the username and password for this school and follow instructions to verify your email. You should receive a verification email from SchoolPing. (If not, check your Junk mail). Follow the instructions on this email to verify your email address.
  • Sign out of SchoolPing and this time select another other school to login to. Enter your username and password for this school and then follow instructions again to verify your email - ensure you use the same email address as before.
  • Repeat this process for each school you are linked with

Once your email address has been verified for each school, a ‘Switch school’ toggle will be enabled within the app which will allow you to switch between your children’s schools. A notification will appear on your mobile device, regardless of which school you are logged into.

A red indicator will appear next to the ‘Switch school’ toggle within the app as a reminder of which school you have messages from.

Can I book two parents evening slots for the same child?

No, when you book a parents' evening slot it is booked on behalf of each parent linked to the child. If you would like a separate slot, please contact the school directly to arrange an additional booking.

I’m not receiving notifications / My notifications are delayed

If you’re logged into the SchoolPing app, you should expect to receive an immediate notification for every message you receive.

The underlying cause of notification issues can vary depending on device hardware, operating system version and user defined preferences.

As a standard line of troubleshooting, we always recommend checking the following to help resolve the issue:

  • Reboot your phone
  • The first step towards troubleshooting any issue you face is ensuring it’s not a temporary hiccup. To do that, you’ll need to reboot your phone. Doing so puts an end to all background processes or services which might hinder an app’s ability to push notifications.

  • Are you currently logged into the SchoolPing app?
  • You must be logged into the SchoolPing app to receive notifications. Open the SchoolPing app on your device to confirm whether you are prompted to log in.

  • Do you have the latest version of the SchoolPing app?
  • Ensure you have the most up to date version of SchoolPing. Visit the Android Play store and search for the SchoolPing app to see if an update is available.

  • Are notifications turned on for the SchoolPing app?
  • Go to your settings area on your device and check that the notification settings for SchoolPing are enabled. Check that app icon badges are also enabled.

  • Do you have Do Not Disturb mode enabled?
  • If you have Do Not Disturb mode enabled, you will not receive notifications for SchoolPing. You may be able to override this if you go to the settings area of your device and check your notification preferences for the SchoolPing app. Here you can choose to ‘Ignore Do not disturb’ which will mean you are still able to receive notifications whilst being in Do Not Disturb mode.

  • Is your device in a battery saving mode?
  • To preserve battery life, devices may reduce the background activity of apps and this can impact your notifications. This may be a feature the user has enabled, or a default feature the operating system has forced. Go to the settings area on the device and search for ‘battery’ under device care (please note that sections in the device settings area may be named and organised differently depening on the make and model of your device). Here you will be able to check the ‘sleeping apps’ which are the apps which will not run in the background and not send notifications.

    Low storage or memory on the device could lead to unpredictable performance. Go to the settings area of the device and check the storage/memory status.

  • Do you have a stable Wi-Fi or data internet connection?
  • Your device needs a stable Wi-fi or data connection to be able to receive notifications. If you do not have internet access, you will not receive notifications until your device next establishes an internet connection.

  • Is battery optimisation switched on for the SchoolPing app?
  • Go to your settings area on your device and search ‘Optimise battery usage’. Switch off battery optimisation for SchoolPing. When apps are not battery optimised they won’t be kicked into lower-power or partially disabled modes, this means that the app can keep pinging you notifications.

  • Is data saver turned on?
  • The data saver feature lets you restrict the amount of data apps use when not on Wi-Fi. This can cause you to miss out on notifications. To switch off data saving, go to your settings area on your device and search for ‘data saver’. You can then disable this feature entirely, or choose which apps are allowed to continue running while data saver mode is on.

  • Is there sufficient storage on your device?
  • Low storage or memory on the device could lead to unpredictable performance. Go to the settings area of the device and check the storage/memory status.

  • For devices running Android 9 (Android Pie) and later:
  • Adaptive battery puts apps to sleep or outright disables them according to how infrequently they're used. If you find it isn't prioritising your apps well or it's delaying notifications too frequently, you can dig into Settings and just turn it off altogether. Got to your device Settings > Device care > Battery > Three dot menu (top right hand corner) > Settings > Tap the toggle next to Adaptive battery to turn it off.

    Please note that how you find Adapative battery settings through the menus may vary depening on the make and model of your device.

  • Do you have sufficient data, or a mobile data plan to receive messages on the go?
  • If you do not have internet access when on the go, you will not receive notifications until your device next establishes an internet connection.

To test notification issues, we recommend taking your device into your school office to try sending test messages. If all the recommended checks are confirmed ok, and there is still a problem, you can contact the New Era support team for further investigation.