To verify a parent's identity when they first follow your school on the app, we use a simple 3-step check.
For this to work smoothly, please make sure you have an up-to-date mobile number for each parent, and that they have 'parental responsibility' (or the equivalent) ticked in your MIS.
- Step 1 – we ask the parent to enter their mobile number. If grandparents, aunts or uncles want to follow your school, they can skip these steps and just follow your channels. They won’t get direct messages or attendance alerts, but they can still stay up to date.
- Step 2 – we send them a free text message with a 4-digit security code, just like when you do online banking, for example.
- Step 3 – the parent enters their child’s date of birth. If they have more than one child at your school, they can enter the date of birth of any of their children. We link siblings automatically.
If anything they enter doesn’t match what you’ve got on record, we’ll show them an error message, and ask them to contact school to resolve (as it’ll need something updating in your MIS). Please remember to wait 24 hours or sync your MIS data live* for any changes you’ve made in the MIS to take effect.
If a parent sees error PV1, then the mobile number they entered is shared by more than 1 person with parental responsibility. This will either be because both parents provided the same mobile number, or because you’ve not linked their siblings in your MIS. Please solve the conflict in your MIS, then either ask the parent to wait 24 hours before trying again or sync your data live*.
PV2 means the mobile number doesn’t match what you’ve got on record for this parent. It could be a different number than the one you’ve got in your MIS, or it may be missing. Alternatively, they may just not have parental responsibility ticked (only PR contacts are currently imported into Parent Hub). Again, please check in your MIS, then ask the parent to wait 24 hours before trying again or sync your data live*.
Mobile number already used. This is most often caused by a parent creating 2 Parent Hub accounts. Because a mobile number can only be linked to one account, we can’t let them use it again to verify a different account. Please ask them to sign in to their original account, which will still be linked to their student(s). There’s no need for parents to create a new account when they get a new phone – they can just log in to their existing account, and we’ll transfer all of their messages instantly.
Last but not least… PV5 means this contact’s account has been blocked by a school administrator. You can unblock someone’s account in Admin > Contacts.
If you’ve got this far and still not found what you’re looking for, why not give us a call – our Support Team will be happy to help by email on firstname.lastname@example.org or by phone on 0161 202 4141.
Thanks! The Parent Hub Support Team
* Live MIS data sync may not be supported for all MIS providers