• Parent is unable to login to the Parent App
    • Please help to check below:

      1. Is Parent using the correct app? If the App is incorrect, please guide Parent to download the correct app.

      2. Is Parent using the same email as what is maintained in the Child Profile to login? If Parent is using a different email, please check with the Parent what is the correct email and update the Child Profile if necessary

      3. Did the Parent forget the password? If the Parent forgot the password, Parent can click on the Forgot Password link in the Parent App to reset the password

  • Why can’t the Guardian login to the Guardian App?

    • Please help to check below:

      1. Is Guardian using the correct app? If the App is incorrect, please guide Guardian to download the correct app.

      2. Is Guardian using the same NRIC/FIN/Passport No. as what is maintained in the Child Profile to login? If Guardian is using a different NRIC/FIN/Passport No., please let the Guardian know to inform the Parent to update the correct NRIC/FIN/Passport No. via the Parent App

      3. Did the Guardian forget the password? If the Guardian forgot the password, Guardian will need the Parent to reset the password

  • Will Parents be notified to start their registration 3 months before the Date of Enrolment?

    • Yes, an email will be sent to the main applicant to inform the Parent to start the Registration.

  • Can Parents still access SN2 to view the photos and portfolios after their Child is withdrawn?

    • Parents will no longer have access to the Parent App after the Child is withdrawn, but they will still be able to access all the media files and portfolios via the Parent Portal.

  • Why am I unable to see a newly enrol Child in the Attendance List?

    • The reason is because the newly enrolled child has not been assigned a class yet. If a Class is assigned today, the child will only be reflected in the attendance list tomorrow.

  • Can Teachers help the Parents to add Guardians?

    • No, only Parents are allowed to add Guardian

  • How do I post an announcement to all Classes for my Centre?

    • You can post an Announcement for the whole Centre by searching for the full name of your centre in the "Send To" field.

  • Are Lead/Senior Teachers allowed to approve Record of Learning & Development?

    • Yes, they are allowed.

  • Why are my Lead/Senior Teachers only seeing one class? How do I give them access to all of the classes?

    • Lead/Senior Teachers are able to see all classes by default. Once they are assigned a class, they will be restricted to see only that class.

  • My Staff has accidentally marked herself as on leave, is there a way for us to revert the record?

    • Unfortunately, there is no function to revert the on leave record.

  • Are the QR codes on the Centre Kiosk refreshed?

    • Yes, the QR codes are refreshed on a periodic basis.

  • Parents just reported that they are unable to see historical Check-In/Out notifications on the Parent App.

    • The Check-In/Out notification will only be stored for 15 days, if Parents will like to see more historical Check-In/Out records, they can view it via the Class Attendance module in the Parent App.

  • Where can I generate the Check-In/Out Report?

    • To generate the Check-In/Out Report:

      1. Go to the Staff Portal

      2. Go to Centre Management > Reports

      3. Scroll down to Access Data Studio reports here: and click on Attendance Reports

      4. Select the desire report from the list on the left

  • Why can't I see the Check-In/Out timing in 1Connect for OT claims?

    • The Check-In/Out timing will be sent to 1Connect from SN2 on the 1st week of the following month, 1Connect will process the timings and reflect the records by the 2nd week of the following month.

    • Example: Check-In/Out timing for Sep 2022 records will only be sent to 1Connect on the 1st week of Oct 2022

  • How do I create field trip billing for a withdrawn child?

    • You can create the invoice via the Child Profile

  • Why did the Parents not receive the withdrawal form for e-signing?

    • Parents will need to initiate the process via the Parent App

      • Go to the Parent App

      • Go to (...) > Transfer & Withdrawal

      • Under the Withdrawal tab, click on the Start Withdrawal Process button

  • When will I know when I am able to assign a new child to a class?

    • An email notification with the subject "New Child Enrolling" will be sent to the Principal

  • Why are the new children who enrolled/assigned to our centre not able to see the resources from the previous years:

    • If a resource is uploaded in the prior year before the child's enrolment year, the child will not be able to see the resource. If the resource is uploaded in the same year as the child's enrolment date, the child will be able to see the resource. Please see below for an example for your reference:

      Resource Upload Date
      		Enrolment DateIs the child able to see the resource?
      1st December 2022
      		1st January 2023
      		No
      1st February 20231st June 2023Yes

       

  • Why are the new Child's Parents getting the "unauthorized" popup when trying to Check-In?

    • The reason is that the child has not been assigned a class. 

  • How do we upload/change the pictures of the Parents in the Child Profile?

    • The parent can make the change via the Parent App.

  • The Parents are using Huawei devices, where can they update their Parent App?