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Troubleshoot access, saves and missing records

Check the school, scope and underlying record before repeating an action or contacting support.

2 min readReviewed 27 October 2026

Before you begin

On this page

Step 1. Confirm the school name, account and role.
Step 2. Check the selected year, term, class, subject and date.
Step 3. Read the exact message on the page. Reload a failed read before treating it as an empty result.
Step 4. For a failed or interrupted save, reopen the same record and verify its state before repeating the action.
Step 5. If another person is editing, follow the editing controls and reload the latest version rather than overwriting their work.

Symptom	Check next
No classes or missing pupil	Teaching assignments, pupil status, class placement and selected academic year.
Cannot add a pupil	School activation, class capacity, permissions and any read-only or hold state.
Marks cannot be entered	Class subject mode, prepared assessment setup, assigned subject and editing status.
Attendance gap	School dates, class start dates, calendar exclusions and register confirmation.
Parent cannot open report	Guardian link, selected term, approval/official issue, term closure and fee hold.
Admission cannot enrol	Offered status, active admission year, allowed placement and duplicate review.
AI or SMS unavailable	The applicable service connection, payer, balance and permission.
Classes differ from Fees	Activation match review, Promotion and Roster Health.
School paused or suspended	The displayed school state and Billing or Support guidance.

Step 1. Open Settings → Support and describe the task and the exact steps that led to the problem.
Step 2. Include the school, page, selected class/period and approximate time.
Step 3. Attach or provide a screenshot only through the support options available, and include the exact error wording.
Step 4. Say whether the record was later confirmed saved or whether the outcome is still uncertain.
Step 5. Use we@warmkeys.com if you cannot reach in-app Support.

Still need help? Open Support in School Mann or email Warmkeys.