There are teachers missing from our Satchel One platform. What should I do?

First, check that the teacher's contract start date has passed, as that's when the accounts are imported.
If they have officially started, try searching them in Satchel One with any other preferred or legal names you are aware of, in case changes were made in your MIS retroactively. You can always update their details directly in Satchel One.
If you are still not able to locate their account, please get in touch with us and provide as much information as possible about the missing user.

There are students missing from our Satchel One platform. What should I do?

As with staff, first check that they are currently on roll at the school and that they have passed their official start date.
Then try searching them in Satchel One with any other preferred or legal names you are aware of, in case changes were made in your MIS retroactively. You can always update their details directly in Satchel One.
If you are still not able to locate their account, please get in touch with us and provide as much information as possible about the missing user.

A student at the school has changed their legal name but it does not reflect in Satchel One. Why?

We don’t automatically delete or amend personal details when they are updated in your MIS system. You can amend user details by going to Admin → Manage Users. Staff can edit their own details as well.

What is a student PIN or parent code and how can they use it?

A PIN is a unique value which allows students to either log in for the first time. You can access both student PINs and parent codes by going to Admin → Manage Users. Click on the 🔓lock to access the codes.

Users can access their accounts by choosing the I've been given a PIN or Parent Code to get into my account option on the login page to get logged in for the first time. The parent code can be used up to 5 times by parents or guardians to create separate accounts.

For students that have forgotten their passwords, we highly recommend using the ✉️email action to send them a password reset link. Otherwise, PINs can be used for account recovery purposes as well.

Our school has a pre-existing mail merge template. Can we use this to send out Satchel One login letters?

Yes. You can request a mail merge file for custom login letters from Satchel One by going to Admin → Login Details, selecting the group of login letters you need (year group, reg group or whole school), and then choosing Mail merge file. 

To ensure that the correct details are being sent out and avoid GPDR issues, please check the success of your mail merge by spot checking the PINS for students and codes for parents on your letters against the ones in Admin Manage Users.

A parent has two children that attend our school, how can I link both children to one parental Satchel One account?

Did you know that parents can link their accounts to multiple children simply by using their parent codes? You can read more here.

However, you can certainly perform these changes as an administrator as well:

  • Find the parent account by clicking Admin → Manage Users and searching for their name. 
  • Click on ✏️Edit and, link them to their student(s) by selecting them in the drop down list. Make sure to Save Changes.
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