Use this staff checklist when a parent can log in to the school app but cannot see their child, or reports that their guardian account is not linked.

Start with the school’s student and guardian records. A student record and an app account are not the same thing. If the details below are correct but the child is still missing, contact staff support to check the account link.

1. Check the app and the student record

1. Confirm the parent is using your school’s app, rather than VSware or Tyro.
2. In uniqueschoolapp.ie, open Administration → Add & Edit Students/Staff → Students.
3. Search for the correct student. Check the Academic Year, year/class and record status if the student is not visible.
4. For a new student coming from Tyro or VSware, allow up to two hours once their details are available to Unique Schools. Do not add a duplicate student while waiting. Contact staffsupport@uniqueschools.ie if your student does not appear after this time.

2. Check the correct guardian’s mobile number

1. Open the student’s record using Edit (pencil) and check the relevant parent/guardian’s name, country code and mobile number.
2. Confirm that the number is the one the parent supplied to the school and used during registration.
3. For an Irish number, select +353 and leave out the first 0: 087… becomes 87….

If guardian details are missing, the student list displays a yellow banner. Click View to find those students.

For Tyro, VSware and primary schools, staff can update a guardian’s phone number in Unique Schools → Add & Edit Students/Staff, or the parent can update their own number in the school app. Tyro supplies the initial phone number; later number changes are not handled by waiting for a Tyro sync. Follow Change a Parent or Guardian’s Mobile Number or the full Add & Edit Students/Staff guide.

3. Relink after a staff-made phone-number change

If staff changed the guardian’s phone number, the parent is unlinked. Ask the parent to follow the relinking prompt in the school app, enter the updated number and verify it with the OTP sent to that number.

If the parent updated their own number in the app, they remain linked; that change does not unlink their account.

4. Still missing? Ask support to check the link

If the student and guardian details are correct but the child is still missing, email staffsupport@uniqueschools.ie. Explain that the parent can log in but cannot see their child, whether their phone number recently changed, and which checks you have completed.

Use your school’s normal support process and share only the information needed to identify the record. Do not send passwords or verification codes. Do not delete student records or create duplicate accounts to try to fix the link.

Different problem? If the parent cannot log in at all, see Reset a Parent’s App Password or Change Their Email Address. Parents can also use the Parent Help Centre.