SIMS - How to contact support (URGENT)

[enbiggen]

Does anyone have contact details for SIMS - the ESS portal doesn't exist anymore, and ParentPay group doesn't send me password resets, and to register, I a need a code!

 

Our paid for SIMS is now complaining that we need to enter an eligibility key (which we entered quite a few years ago, and haven't received any new updated keys).

 

We're actually one of the few schools that likes SIMS, so you'd think their customer service would be better.

[colly72]

We're getting the same thing and also have problems accessing the portal.  They are hopeless!!

[DWilson1997]

We're getting the same eligibility key too - I've been trying to access the portal since it went live an can not login. 

Edited May 15, 2025 by DWilson1997

[Fazza]

Looks like they have changed their support desk.  We've been trying to get a problem fixed for weeks now and just going around in circles trying to contact them.  I bet their current jobs logged is at an all time low as people are struggling to get in touch with them, they must think they are so amazing that they have little or no support calls logged on the system!  Hopefully someone will work out that the real reason is people are struggling to get in touch with them.

Edited May 15, 2025 by Fazza

[enbiggen]

I've found an email from ParentParent pay talking about their new ServiceNow portal (but no mention of being in charge of SIMS, which is why it slipped by) - so I've got a username, but still not receiving the code for forgotten the password...

[enbiggen]

They've a support form, with a "First Name" field, that complains that it's not a valid email address if you put your name in! (I was hoping to contact their sales team as a way of getting some response!)

 

They've not gone bust have they - surely we'd know?

Edited May 15, 2025 by enbiggen

[Boredguy]

I'm guessing ParentPay have an issue with their server

[DWilson1997]

The support number is 0333 015 0212 but there is a long queue....

[enbiggen]

I've sent an email to [email protected] in the hope that as the parent company they might be able to at least say that there's a problem.

[Fazza]

Funny how on Census day we're all getting eligibility key errors saying we're ineligible to run the Census!  It's not like it's important to any of us...

[Kitkatninja]

We are getting this same issue.  We have logged a case on their support portal here.  Hopefully we will get a response shortly???

[David44]

Turns out I received an email 9 days ago with the subject 'Your new ServiceNow customer support portal is ready'. No mention of SIMS or Parent Pay in the subject.

 

It tells me my username is joe.bloggs.8 (but with my real name) and to use the forgotten password link.

 

When I do that, it says it will send an email to joe.bloggs.8@*********

 

That isn't my email address. The domain is completely obscured so I have no idea even what domain it is going to. Even if it was ours, it certainly isn't going to reach my inbox.

I assume we are all in a similar position when it comes to accessing support.

[PotNoodleTech]

Don't panic about it - it's happening country wide I've checked with a couple of LA areas here.

 

ESS have obviously screwed something up or clicked the wrong box.

 

Contact your LA if your an LA school as they should be dealing with SIMS licencing for you.

[Kitkatninja]

5 minutes ago, David44 said:

Turns out I received an email 9 days ago with the subject 'Your new ServiceNow customer support portal is ready'. No mention of SIMS or Parent Pay in the subject.

 

It tells me my username is joe.bloggs.8 (but with my real name) and to use the forgotten password link.

 

When I do that, it says it will send an email to joe.bloggs.8@*********

 

That isn't my email address. The domain is completely obscured so I have no idea even what domain it is going to. Even if it was ours, it certainly isn't going to reach my inbox.

I assume we are all in a similar position when it comes to accessing support.

I didn't get one, luckily our Data Manager manager did and she managed to log in to get my username and reset my password.

[PotNoodleTech]

Guys be REALL carefull Capita/ESS have used this type of technique before to try and get schools to accidentally sign up to new contracts etc outside of their LA SIMS support team.

 

DO NOT CLICK AGREE TO ANYTHING YET! 😕 

[Sonic007]

Same issue here.

 

Wondered if it was us. Glad to know we are all in the same boat.

[BKGarry]

seems that I do not have any service now stuff. Called our local support unit, as cannot get into any of my older SIMS accounts, on the plus side, we are only using FMS, SIMS itself went 2 years ago

[gumbygaz]

Yep, same thing at a number of our schools too. 

[Sonic007]

Sims has been going down hill for a while now and the fact they decided to change their packages and dupe customers into taking on new contracts is shocking.

 

The portal hardly works, and when there was the new portal our credentials didnt let us in.

 

And now for this to happen on census day. Great!

[skunk]

This is truly dire. I've come to run the census this morning to find out that we not eligible, the company is resorting to dodgy business practices to retain customers, the support portal is buggered, and there are long queues on the phonelines.

 

Happy SNAFU day everyone.

[hallb15]

Same issue here.

The only email I can find that is in any way relevant is one in March stating that this summer will be the last census in SIMS 7.

 

Our School Bursar has contacted School ICTS who support our SIMS and they have replied with this:

 

Quote

Hello

 

Following the release of Consolidated Workstation Patch 3, there is an issue where schools are receiving the eligibility code message.  You will need to click on the link in the message in order to request and receive the code.  Once you have received the eligibility code, you will need to enter it through the menu route Help | Eligibility Code.

 

If the key does not work when you have entered it, you will need to follow the steps below.

 

 

This prompt should typically not be encountered in the normal running of SIMS. If you receive this prompt it will be due to the key check not being able to complete successfully. This will usually be down to one or more of the following reasons:

1. The URL that the service calls out to is blocked 
2. The version of .NET Framework installed on the machine is out of date
3. The school's DFE number as recorded in SIMS is incorrect
4. Incorrect region settings in place on the workstation and/or SIMS server
5. An issue with the licence itself

Checking that the URL is not blocked

To check if the URL is blocked you can either use the Telnet command if enabled using a command prompt or the TNC command using Windows Powershell.

Using Telnet

To test using Telnet please run command prompt as an administrator and enter the following command 'Telnet licenses.sims.co.uk 443' and hit enter (please note to remove the apostrophes) if the connection is successful the screen should go blank.
Please see the screenshot below for how telnet should look when entering the command.

Using PowerShell

Please use the following command in Windows PowerShell TNC licenses.sims.co.uk -port 443
Please see below for how this should be entered into PowerShell:

A successful connection should look like below:

If the connection is not successful using either Telnet or TNC please ensure that https://licenses.sims.co.uk on ports 443 and 80 are whitelisted in your firewall and or proxy\filtering software if it is in use. Unfortunately we are unable to provide detailed instructions on how to do this due to the many different vendors and setups schools have. If you are unsure on how to whitelist this we recommend reaching out to the firewall/proxy/filtering vendor on how best to achieve this.
 

Checking that .NET Framework is up to date

To check which version of .NET Framework is installed, please see the following link https://learn.microsoft.com/en-us/dotnet/framework/migration-guide/how-to-determine-which-versions-are-installed. The minimum supported version at time of publication is .NET Framework 4.5.
 

Checking the school's DFE number is correct

In order to check your DFE Number Please use the following menu route in SIMS Focus | School | School Details and in FMS Tools | Establishment Details and check that the LA and establishment number are correct. If the details here are not correct, please raise a case with your support provider as a patch will need to be issued to allow this to be changed.

Checking that region settings are correct

To check the region settings on the workstation/server open the Windows Start menu and type in "region settings" and select the application from the list:

 

Once open, please ensure that the correct region settings are in place. For schools based in the UK please make sure that you are using the English (United Kingdom) setting and NOT English (United States).

 

If all the above have been checked and are correct, then please raise a case with your support provider for further investigation.

 

 

[enbiggen]

We've got through on the phone - apparently it's all schools.

The poor lady sounded a little stressed out - she asked about the portal, but we said we didn't get an email from the "forgotten your password" link - she said she'd need to ask someone, then the line went dead.

[knelmes]

6 minutes ago, hallb15 said:

Same issue here.

The only email I can find that is in any way relevant is one in March stating that this summer will be the last census in SIMS 7.

 

Our School Bursar has contacted School ICTS who support our SIMS and they have replied with this:

 

 

 

When I fill out the form at the link I get an email to say we're not eligible

[OLPTech]

I used the form and got our Eligibility key for 3 different schools however when I enter it into SIMS it doesn't work. So I assume their licence server is actually down.

[Fazza]

When you get the message saying you are ineligible, click on the link to request a eligibility key and then TICK/check the top 3 boxes on the web page and then scroll down and as if by magic some more boxes appear which you then fill in with your School Name and DfE number along with an email address and within a few minutes a key should be emailed to you.

 

Good Luck.