What is the Connections button at the top right of my screen?

Connections

The Connections button allows you to switch between your accounts. For instance, if you were a parent and a staff member at the school, when you click onto Connections you will have the option to view the Parent feed (grey background behind the school name)

Connections 2

…or the School Management System (white background behind the school name with wording ‘Content Management system to manage the organisation’)

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If you click onto the ‘connections’ button and you can’t see other connections, this means that you are only connected to one school.

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I can see the menu on the left-hand side, but some areas are missing, what should I do?

This will be because your permissions are limited. The main administrator at the school will be able to add/edit your permissions through your user profile. Please click here for a guide on how to do this.

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I am unable to view my menu on the left-hand side, what should I do?

Double click the ParentMail logo in the top left of your screen or alternatively, press the Ctrl button on your keyboard and roll your mouse wheel towards you to zoom out of the page and display the menu. If you are still experiencing difficulties, please refresh your screen (F5) and try again.

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What can I find in General Settings?

Click on Settings in the left hand menu and then click on General Settings. You will then see the below options.

Addressed Paper Copies
Here you can select whether you want parent addresses to appear on your paper copy documents. If you do, simply select On. If you select ‘Off’ you will see blank spaces on the paper copies for the address to go.

Communications
Enabling communications will send out verification messages to members and allow you to send emails, forms and SMS messages. This setting will also allow your PMX account to automatically invite any new users that are added via an import. Please note, enabling this option alone will only allow the system to send these verification messages via email. You will need to enable the SMS Verification setting as well if you want to send them via text as well.

Enable Online Absence Reporting
Enabling this will allow parents to report absences through the ParentMail App. These absences will then appear in your Absences tab on ParentMail and you will be able to run off a report to see absences for that day/week/month.
Click here for more information on Absence Reporting. Parents will be able to see if you have this enabled or disabled.

Resend Email Verification
This will send out another registration email to all of your unverified users. We recommend you send this every 7 days until you have all of your parents verified.

Resend SMS Verification
This will send out another registration text message to all of your unverified users. We recommend you send these 7 to 14 days after you initially enabled your SMS Verification, or any time after this to drive parent registration. Please note, this will cost you 1 text credit per SMS.

Sender ID
This is what your contacts will see in the ‘From’ field when you send them a text message. It is limited to 11 characters and will default to the first 11 characters of your school name but you can change this to whatever you find most suitable. You can change this at any time.

Short Paper Copy
When this is enabled only one paper copy will be generated for each student. If it is disabled a paper copy may be generated for each parent.

Show Parents Evening Class Groups
When importing parents evening data a number of class groups will be created. By default they are not visible anywhere else on your account but if you would like to see them enable this setting.

SMS Verification
Enabling this function will allow ParentMail to send out verification messages via text. This means that you don’t need to have the parent’s email address up front to get them registered! Please note, this will cost you 1 text credit per SMS. Schools that use this function notice a much higher percentage of registered parents than schools that don’t! Click here for more information on getting parents registered.

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How can I update my Organisation Details?

Go to Settings, then Organisation Details to edit the details of your organisation that your parents will see. Here you can change the name, email address, phone number, address and website address of your organisation. This information will appear on your paper copies.

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What is the Promotion Tool?

The promotion tool can be used to move your groups up over the summer period. For example, your Year 5 students will go away for the summer holidays and come back as Year 6 students. This tool will allow you to do this by groups. You can ‘promote’ by registration or  year groups.

To do this, select the ‘current’ group e.g. Year 5, then select the group that they will be moving into e.g. Year 6. This then creates a new group with next year’s term date on the end. We advise that you work from year groups, highest to lowest, and then registration groups, highest to lowest.

Please note: you will not have to do this manually if you roll up your year or registration groups via an import.

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What is the Remove Leavers tool?

The ‘Remove Leavers’ tool allows you to remove students and linked contacts from your account in bulk – whether that’s a whole group, student or a family. By removing a student from this list, you will also remove their parents. (The only instance the parents will remain on your ParentMail account is if they have another child still attending the school.) To get here – Click on ‘Settings’ in the left hand menu and then click ‘Remove Leavers’. Click on the red ‘Remove Leavers’ button and the Contact Book will appear. Once you have selected the person or people you want to remove, click confirm to remove them.

Please note, you are not able to remove staff through the Remove Leavers tool. To do this, go to Users > List > find the staff leaver > Actions > Delete and this will remove the member of staff from your account.

Using this tool will allow you to remove the parents only associated with the students you are removing. You can also remove parents only if you want to keep the leavers on the system. This will stop the parents from receiving further communication.

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What is the PM2 Migration Tool?

When transferring data directly from ParentMail 2 into PMX, to avoid adding duplicate records of parents onto your new platform, we have created a ‘User-Matching’ tool which allows you to link records quickly and easily, successfully transferring your data from one system to another.

We have created a short and simple guide to take you through this process. To download it click here.

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How do I change my notification settings?

To change your notification settings, log in to your account and select ‘Account’ then select ‘Notification Settings’.

Here you can edit your notifications so that you receive an instant email or a summary email. A summary email will send you all your notifications from that day.

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How do I change my personal details?

To change your personal details, go to ‘Account’, then select “Personal Details”. Here you can edit or add your name, contact details, date of birth and gender.

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How do I view messages/forms/shop items?

Within your ParentMail account, you will find a tab called “My ParentMail” in the left hand menu. This is your personal inbox and will show you emails, forms and items you can pay for which have been sent to you by other members of staff. You can also view any previous orders you have made.

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How do I change my password?

To change your password, select ‘Account’ then select “Security Settings”.

You can then enter your new password. To do this, you will need to enter your old password for security reasons.

Password will be required to be at least 8 characters in length. You will need at least one number and one other character.

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What do I do if I’ve forgotten my password?

Go to https://pmx.parentmail.co.uk and click on “Forgotten your password?” then enter your email address and hit “Send”. This will send you a password reset link to your email address.

Password will be required to be at least 8 characters in length. You will need at least one number and one other character.

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Why can't I log in to ParentMail on my mobile phone?

The staff/org side of ParentMail is not supported on mobile devices, due to the amount of information on screen. We would strongly recommend that you access ParentMail on a computer or laptop rather than a smaller mobile device.

Of course, parents can access their ParentMail feed through the App, or on a smartphone, tablet or computer.

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The system isn't working as it should be, what do I do?

If you do something on the system and it doesn’t react the way that you thought it should, try refreshing the page. (Press F5)

If the problem persists, it’s likely that you need to clear your browser cache to rectify the problem. This can be done differently depending on which browser you are using, please see options below:

Google Chrome
Firefox
Internet Explorer

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Live Chat isn't working, what do I do?

If Live Chat isn’t loading, please add the following URL to your filter / proxy:

https://vcc-eu2.8x8.com

or

https://vcc-eu2.8x8.com/./CHAT/common/html/embedded-chat.html?uuid=script_17633749225695291b625d41.03510759&tenant=cGFyZW50bWFpbA&domain=https%3A%2F%2Fwww.parentmail.co.uk&channel=School%20Support%20Chat&referrer=https%3A%2F%2Fwww.parentmail.co.uk%2Flive-chat%2F&popup=false&popuporigin=button

Instructions on how to do this can be found here.

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How does a staff user register?

After the school has set up the staff user, automatically they will be taken to your record where they can click Actions > Send Email/SMS Registration.

Account and Settings - Staff user registration

A registration link will be sent to you within a couple of minutes. Please ensure you have checked Junk/Spam folders and you can search for info@parentmail.co.uk to find the email.

The system will recognise if you have registered previously, if you have not registered the email will be displayed with the subject as *School name here* has added you to ParentMail with a Register button:

Account and Settings - Staff user registration 2

If you have previously registered for ParentMail, the subject will be displayed as You have an invitation to connect, with a Manage Your Connections button:

Account and Settings - Staff user registration 3

Register:

Account and Settings - Staff user registration 4

As a new user, you will need to select ‘I don’t have a ParentMail PMX account’. To confirm, if you are new to ParentMail and have never created an account previously, you will need to select this option.

After selecting the option, you will be asked to click Proceed and then Verify Details.

Account and Settings - Staff user registration 5

Here you will check the details are correct and create a password. The password will be required to be at least 8 characters in length. You will need at least one number and one other character.

You will need to accept the Terms and Conditions by ticking the box before you can register. If you do not tick this, you will receive an error:

Account and Settings - Staff user registration 6

Click onto Terms and Conditions to read for further information.

After this, click Complete Registration and then Let’s Go! to be taken into your account.

Managing your connections:

Account and Settings - Staff user registration 7

As an existing user, you will need to select ‘I already have a ParentMail PMX account’. To confirm, if you have previously registered to ParentMail, you will need to select this option.

After selecting the option, you will be asked to click Proceed and to login.

Account and Settings - Staff user registration 8

To login, enter your existing login details and click Let’s Go!

If you cannot remember your password, click ‘Forgot your password’. The system will send you an automatic email for you to reset your password. The password will be required to be at least 8 characters in length. You will need at least one number and one other character.

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How do I view my account sessions?

Once you have logged in, in the black bar you will need to click onto Account > Manage Sessions:

Account and Settings - Account sessions

A pop up window will appear to show the devices you are currently logged into:

Account and Settings - Account sessions 2

How do I logout of unknown devices?

To logout of a device, click the dustbin icon on the right-hand side and it will be removed from the list of Account Sessions.

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How do I/staff user delete my ParentMail account?

You can permanently delete your data at any time from ParentMail – simply log on to ParentMail, go to ‘Account’ > ‘Delete Account’ > and select to delete your account. The account will be automatically deleted within 7 days.

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You will then be asked to enter your password –

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You have 7 days to recover the account; after this period, it will be permanently deleted.

After you have clicked OK, you will see a message alerting you of when the account will be deleted –

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How can I stop my ParentMail account from being deleted?

From the day you selected ‘Delete Account’, you have 7 days to recover the account. If you do not attempt to recover your account within the 7 day period, the account will be permanently delete.

If you are within the 7 days period, you can recover your account. To undo the deletion of your account, simply log on to ParentMail, click the ‘Account’ icon beside Logout > ‘Delete Account’ –

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Click the blue ‘Undo Delete Account’ button –

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You will then see a ‘Success’ message –

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What happens with the data in our ParentMail Account once our subscription ends?

Following the end of your ParentMail subscription, the data and your ParentMail account will be deleted within 30 days.

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How long do you keep our payment information?

Payment data is kept for 7 years in line with our legal obligations as a payment processor.

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How do I start a support session with a ParentMail admin user?

ParentMail admin users may need to start a support session  in order to access your account when assisting with queries and providing account support.

To start the session, you will be provided with a support session code by the ParentMail admin user. After you have been given this code, please go to ParentMail > at the bottom of the left-hand navigation menu and click the padlock icon –

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Enter the code provided within the field below ‘Enter code below’ and then click ‘Start Session’ –

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You will then receive a success message –

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Next, you will see the session owner and the name of the admin user who will be supporting you during the session –

Image 11

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How do I end a support session with a ParentMail admin user?

You can either end a support session manually, once the query has been dealt with, or the session will automatically be disconnected after 30 days.

When you have started the session, the system will display when the session will expire –

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If you want to end the session after the query has been dealt with, click ‘End Session’.

You will then receive a success message –

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And then you will see when the session ended –

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Alternatively, the ParentMail admin user will be able to end the session from their side.

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Message ‘Your account is not connected to any organisations and therefore is scheduled to be deleted within 30 days’ when I login. What should I do?

If you receive the message below –

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This means that you are not connected to any organisation. If you think this is incorrect, please check with the main administrator of ParentMail for your school. They will need to check that you have been set up correctly.

They may need to set you up again with the right details so that you can re-connect to their school.

If you are the main administrator of ParentMail for your school and you receive this message, please email us at school_support@parentmail.co.uk for further support.

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