ClassCharts Issues

[garethEds]

Evening All - are any other schools getting increasingly annoyed and the speed of their support? Also - are we the only school to be having issues?

 

The current three issues we have:

 

1. Parents are not receiving notifications. CS tell me this is a wider issue but have yet to come back to me with any further information. Looking at our read receipts - it is clearly still an issue as they are low

 

2. Changed marks are reverting back to what they were before they were changed. This is a strange one.

 

3. The Teacher app has gone from the Apple Store. No idea where it has gone - just not there any more. (here is the link from their logon page: ‎App Store)

 

Interested to hear what others are thinking/seeing.

 

Thanks

 

Gareth

[garethEds]

Bummer - strange thing happened to the tread title. Not sure what I've done there. @Dos_Box - can it be changed?

[coolhands]

The platform has never been great in my experience. However we aren't experiencing write-back problems (we host our own SIMS).

 

Could it be related partially to your MIS? or WONDE assuming you use them as the intermediary. I did once (last term) have WONDE have to remote onto our server and reinstall their widget, as we were having some missed staff absence records (from a different platform, SAM People) due to failing reports. As a user we can't see anything on their widget, and cannot know if any reports are failing. So all I knew was some inputs to SAM People hadn't been carried over to SIMS. When he remoted on he saw something unusual and basically reinstalled the WONDE app and I think we had to input a new key or something. That seems to have sorted the problem, so potentially maybe you should contact WONDE and ask them similar to above (ie ask if there are any failed reports in their logs)

[rebannkem]

On 03/02/2026 at 17:39, garethedmondson said:

Parents are not receiving notifications. CS tell me this is a wider issue but have yet to come back to me with any further information.

 

I've been badgering Class Charts for an update since 26 Jan, and they still haven't told me what their problem is, they offer no timeline, no escalation (why do they not have account managers?), they promise to get back to me with an update, then never do! I can't find a way to escalate the issue within TES either. I've asked for compensation as we're not able to reliably communicate with parents, but again they're not able to offer me anything!

 

Thankfully SLT have listened to me and other users in the school and they're happy for me to cancel the contract before next renewal, but that doesn't help me now!

[networkmangler]

I raised a query yesterday with class charts via email and I got a response within 10 minutes. It wasn't the response I wanted but at least I got a reply.

 

We have a member of staff that uses, Analytics > Attendance > Display All

 

In the "Show all pupils" field they search for certain pupils. Previously this field showed students names and their form/year. The form/year details have been removed, this makes it difficult  when we have students with the same name or similar names. Class Charts said removing these details was "considered an improvement to the system to help prevent slowness and to create a cleaner look within the application".

 

Also we have had a few parents emailing to say they have not been receiving emails from class charts so it's interesting to hear other schools have the same issue

Edited February 12 by networkmangler

[garethEds]

20 hours ago, rebannkem said:

 

I've been badgering Class Charts for an update since 26 Jan, and they still haven't told me what their problem is, they offer no timeline, no escalation (why do they not have account managers?), they promise to get back to me with an update, then never do! I can't find a way to escalate the issue within TES either. I've asked for compensation as we're not able to reliably communicate with parents, but again they're not able to offer me anything!

 

Thankfully SLT have listened to me and other users in the school and they're happy for me to cancel the contract before next renewal, but that doesn't help me now!

 

I think we are going to ditch them at the end of the contract. I like their software and the interface, but the support has been lacking lately. I'm almost tempted to pinpoint that this happened when they went to TES. It would be quicker for me to drive to their HQ in Fishguard rather than wait for a response.

 

Communication and parent notifications are an essential part of the product and one which was sold to us. To not have this working is bad. Surely they know what is wrong. We've had to put a message out on our socials saying that there is an issue.

[garethEds]

54 minutes ago, networkmangler said:

I raised a query yesterday with class charts via email and I got a response within 10 minutes. It wasn't the response I wanted but at least I got a reply.

 

We have a member of staff that uses, Analytics > Attendance > Display All

 

In the "Show all pupils" field they search for certain pupils. Previously this field showed students names and their form/year. The form/year details have been removed, this makes it difficult  when we have students with the same name or similar names. Class Charts said removing these details was "considered an improvement to the system to help prevent slowness and to create a cleaner look within the application".

 

Also we have had a few parents emailing to say they have not been receiving emails from class charts so it's interesting to hear other schools have the same issue

 

10 minutes? I usually get an autoresponder.

 

Attendance Analytics are painfully slow to use. One issue we have is that when our Attendance Officer corrects something, the next day it has reverted back to what it was before the correction. A few weeks ago, our AO forward filled some pupils with / for present. This was an accident. We cannot seem to undo that. It has also written it all to our MIS (Bromcom). I've been called in to try and correct it. ClassCharts tell us we cannot erase those marks from the database, but we can change them. So we put them as '-' for 'No Mark' or whatever the code is. This data is saved.

 

However - next day, they are back to normal and the replacement marks have not written to Bromcom. So we wonder if there is a circle of writing ClassCharts to Bromcom to ClassCharts to Bromcom etc.

 

We've asked Bromcom/Wonde and ClassCharts to turn off attendance writing from the MIS to ClassCharts (effectively breaking the possible re-write circle). Have been told it cannot be done.

 

ClassCharts have no idea. Wonde are in the middle and we cannot turn it off via their console. I've not spoken to Bromcom about it - they are my next port of call.

 

On top of that - the notifications issue is a pain as parents are complaining (whilst checking the app is not in their mindset).

 

I'm tired.

[Devaleth]

The only lever in Bromcom that I think you could pull would be to change permissions on the 3rd Party Wonde account so that it can't access attendance. I don't believe there's a way to make the permission read only so it would completely cut it off, which would mean that any other Wonde plugin (such as the DfE data pull) wouldn't be able to access attendance information either.

 

There may also be unintended issues with that clogging up data exchanges (if it's setup to do things step-by-step and stop if it detects an error) - so I'd treat that with real care.

[garethEds]

I'm wondering if ClassCharts have fixed the notification issue as I've just had a load of emails from my kids school.

Gareth

[wenikh]

Their Fishguard office closed months and months ago so don't waste your time driving there! 

[paulkerton]

https://schoolsweek.co.uk/reports-of-data-breach-on-class-charts-platform/

and I think this is all we have to say, really.

[garethEds]

1 hour ago, wenikh said:

Their Fishguard office closed months and months ago so don't waste your time driving there! 

 

That is interesting because on some of their emails sent to me recently - the address is still there.

[BigAndyD]

I have just lodged a ticket with Classcharts as I have two secondary schools both missing vital SEND information which was previously missing. Is there a website that actually reports correctly issues with their app?