Parent Portal Troubleshooting - Help Center

Need More Help?

If you can't find the answer to your question, contact your nursery directly. They can help with:

Sending new invitation links
Correcting child or nursery information
Explaining what information is needed
Extending deadlines if needed

Technical Requirements

For the best experience, ensure:

You're using a modern browser (Chrome, Firefox, Edge, Safari)
JavaScript is enabled
Cookies are enabled
You have a stable internet connection

Tip: If you're having technical difficulties, try using a different device or browser. The portal works on phones, tablets, and computers.

Frequently Asked Questions

I can't log in to my account

Try the 'Forgot Password' link to reset your password. Check you're using the correct email address. If you still can't access your account, contact your nursery.

The verification code has expired

Verification codes expire after 48 hours. Contact your nursery to request a new invitation with a fresh code.

I can't upload my document - what formats are accepted?

You can upload JPEG, PNG, or PDF files up to 10MB. Take a clear photo in good lighting. Ensure the entire document is visible and all text is readable.

The page isn't loading or is showing errors

Try refreshing the page (F5). Clear your browser cache. Try a different browser (Chrome, Firefox, Edge). Check your internet connection.

I submitted the wrong information - can I change it?

Contact your nursery immediately. They can reject the submission so you can make corrections and resubmit.

I didn't receive a confirmation email after submitting

Check your spam/junk folder. Your submission is saved even without the email. Log back in to see your submission status in your dashboard.

My session timed out and I lost my progress

Your progress is saved when you click 'Next' or 'Save'. Log back in using your account to continue from where you left off.

I'm completing this for twins/multiple children - do I need separate accounts?

No, use the same account (same email address) for all your children. Each child will have their own declaration, but you'll manage them all from one dashboard.

The nursery details look wrong

You cannot edit nursery details. If you believe there's an error (wrong nursery, wrong hours), contact your nursery before completing the declaration.

I'm not the child's parent - can I complete this?

Only a parent or legal guardian can sign the funding declaration. If you have legal responsibility for the child, select the appropriate relationship option.