Sims Parent app issues

[networkmangler]

We have been getting lot's of parents contacting us saying that they have been logged out of the Sims parent app and get a message saying they need a new activation code

 

A parent came into the school yesterday, we got her phone all setup and working. This morning she has emailed to say she has been logged out and the app is asking for an activation code

 

I contacted Capita and they said there aren't any issue's with the app. They also said the app has a new login page with a large activate account button which parents might be getting confused with. This doesn't explain why they are getting logged out in the first place

 

Is anyone else having problems with it?

[PrettyWoman]

ABSOLUTELY. I'm so pleased to see this. We have been having problems for at least the last 3 weeks where parents try to log in and keeping being told they need an activation code. These are users that have been using it regularly for 2 years. It is becoming embarrassing having to explain to parents that I have no control over this. Logged the usual support call with Capita to be told that it is parents using the wrong email address. THEY CAN'T ALL BE WRONG. We have had too many complaints about this and I won't be fobbed off.

[networkmangler]

ABSOLUTELY. I'm so pleased to see this. We have been having problems for at least the last 3 weeks where parents try to log in and keeping being told they need an activation code. These are users that have been using it regularly for 2 years. It is becoming embarrassing having to explain to parents that I have no control over this. Logged the usual support call with Capita to be told that it is parents using the wrong email address. THEY CAN'T ALL BE WRONG. We have had too many complaints about this and I won't be fobbed off.

 

This sounds exactly the same as the problems we are having and we have had parents happily using it for years to now have these constant random log offs and requesting a new activation code

 

It's frustrating that parents can't contact capita directly so they would realise there is a problem

 

The only thing I can think is that iOS 14 was released within a similar time scale of us seeing the issue so i don't know if that has anything to do with the cause.

 

I going to get back to Capita again on Monday to let them know as far as we can see the issue has nothing to do with the login screen

[andyi]

Did any of you guys get anywhere with this? We are having this issue currently...

[networkmangler]

Did any of you guys get anywhere with this? We are having this issue currently...

 

We gave up and started using ClassCharts instead

 

The only down side is ClassCharts don't have a facility to share documents (Like individual reports) to the the parents which the sims parent app does. So at the moment we still use the sims parent app to publish documents too and if a parent has an issue logging in we send them the report instead

[David44]

I contacted Capita and they said there aren't any issue's with the app. They also said the app has a new login page with a large activate account button which parents might be getting confused with. This doesn't explain why they are getting logged out in the first place

 

It didn't answer your question but it's interesting that Capita confirmed to you that the registration process is confusing but neither they nor ESS since have done anything about it.

 

This is what the first page looks like after clicking on the link in the email.

 

 

 

The first thing they see is a box asking for an email address (even though it's labelled Username). People are going to fill in their email address. This takes them down a SIMS ID rabbit hole. Users need to instead scroll down to see the 'register with an external account' button. If they do realise they have been mislead by dark design patterns, going back and trying to register with a third party account afterwards, results in them being told the code is invalid and to ask the school to send a new one. Why? If ESS insist on using a ridiculous invite system as if it's a secret club and not a school parent system, why doesn't it send them a new invite automatically, why do they have to ask the school?

 

Anyway, it seems that they have made it purposely confusing to try to trick people in to signing up to SIMS ID. This is not in the interest of the parents, the students or the school but I am sure it keeps some project manager happy to see the numbers going up.

Edited September 9, 2021 by David44

[coolhands]

The first thing they see is a box asking for an email address (even though it's labelled Username). People are going to fill in their email address. This takes them down a SIMS ID rabbit hole.

 

The people that make these things must have the IQ of a turnip. We’ve stopped using parentapp and now use edulink

[MkII]

Our admin are saying that with Twitter and Facebook the parents have to log out of those apps and then they can log into SIMS with those credentials. Just wondering if that's the same issue

??

[Gallifreyan_Who]

Has anyone got a solution to this? We have loads of parents that can no longer log in even with a new code and Capita have stopped replying.

[PrettyWoman]

Evening all. We had this problem a while back. Capitas last shot at resolving this was for us to tell parents to delete the app from their phone, download it again and then re-register once we have sent another invitation email. Apparently (according to Capita), the problem is that parents can't remember which platform - Facebook, Google, etc, they logged in with and when they try a different one it doesn't work. We have suggested this method to several parents and the feedback tells me that it has worked, but not in all cases. I fear user-issue is the main problem. Good luck, we have persevered with it.

[David44]

It just gets worse. Capita's latest update now says that schools should wait 24 hours before sending a new invite to make sure the old invite has "cleared the system".

[Gallifreyan_Who]

It is so frustrating. None of the solutions are working for the parents at all. It is causing all kinds of issues as you can imagine

[Kyle]

Just stumbled across this post and we are in the same mess with the app.

 

We plan roiling out the student app next week to year 7 and to say i'm worried is an understatement.

[Mysamjer]

I have been experiencing these same issues on/ off for over 1 year. Capita is rubbish in responding, escalating this to 2nd line and I have to constantly chase.

No other school apps seems to have these issues, I think the problem is having to sign in with a third party platform, totally unnecessary. As a parent I use Go4 schools and EduLink and have never experienced these issues.

The SIMS parent app is just a joke. One minute you are in, the next you can no longer access. I currently have a number if cases logged with them via this.

And I still don’t understand why parents can’t simply just reset a password when they have forgotten it.

[DMCNI]

Is it common to get reports of the app randomly signing out? Appears to be opening fine then can get into a loop of signing in before you need to force close the app.

[malbox]

On our site - yes. And force closes don't always work, needing someone (usually me) to go in, delete parent account, and send a new invite. Which then can sometimes not let parent sign back up anyway (saying they still have an account - I think that's a timing issue - going "too fast" for Sims).