Why can’t I find a parent account on ParentMail?
Click Imports, then Imports again. Find your most recent import (it will appear at the top of the list) and click the green CSV button that appears under the ‘Rejected Records Report’ heading. If the parent appears on this list, they have been rejected. Please check the ‘Reason’ column, and correct this in your MIS System or on your import spreadsheet before re-importing.
If you are a SIMS school and the parent doesn’t appear on the Rejected Records Report, please click here to find the SIMS import instructions and ensure that everything matches the diagram on page 1.
You can use page 4 of this guide to help you re-import your data once you have corrected the rejections.