A child is missing from the Parent view

Check the school and role first

Confirm that you opened the intended school’s portal and chose the Parent role. If you have links for more than one school, check which one you used.

Return to the full child list

If you are already on a child’s dashboard, choose “Switch child”. In the 7 October 2026 Parent-web walkthrough, this returned to the “Your children” selection screen. The desktop dashboard also includes a “Your children” breadcrumb.

A dashboard belongs to one selected child. Check the full list before reporting that another child is missing. Selecting a child opens that child’s dashboard; it does not create a new link or repair a missing profile.

Check the children listed

On the child-selection screen, look under “Your children”. Compare the names and class details with the child you expect. The five children shown here belong to the demo account; your account may list a different number.

In the desktop example, each row includes “Open dashboard”, and the selected profile has a “Current child” label. The mobile-web example uses cards and a linked-child count. Do not mistake one selected child for the complete list.

Current Parent child-selection screen with five demo child rows, a Current child label and school-office guidance beneath the list. — Desktop web · captured 7 October 2026 with approved demo data. “Your children” lists all five profiles in this account. The “Missing a child?” message sits below them.

Current mobile-web Parent screen showing five linked demo child cards and a Missing a child tile. — Mobile web · captured 7 October 2026. The same five profiles appear as cards with a “5 linked” count. This is the responsive website, not iOS or Android.

Choose the check that matches your screen

Describe what you can see before assuming the cause. A missing child, an empty module and a page that failed to load are different problems.

One expected child is missing: Check the school and Parent account, then ask the school office to review the missing link. Do not create a second student record to work around it.Ask the school office to check the link
No children are listed: Note whether the page finished loading or shows an error. If the loaded list is empty, ask the school office to check the Parent account and linked children.Check the school and Parent role first
The child is listed, but a module is empty: Check that the module belongs to the intended child and note its message or selected date. An empty module does not itself indicate a missing account link.Confirm the selected child before checking the module
The page shows a loading or connection error: Check your connection and try loading the page again. If it still fails, record the exact message; a failed load is not proof that a child was removed.Prepare the visible error safely for the school

Ask the school office to check the link

On desktop, choose “Contact the school office” below the child list. On mobile web, tap the “Missing a child?” card. Both opened the same school-office contact panel in the demo walkthrough.

Check the school name and office number in that panel. It offers Call and Copy controls; opening the panel alone does not place a call or send a support request. Close it with the × control when finished. The number in these screenshots belongs to the demonstration school, not a universal Skyva support line.

Ask your school office to check which students are linked to the Parent account you normally use. If no suitable contact is shown, use a school channel you already trust. Do not ask another parent for their login or verification code, or switch roles to access a child’s records.

School-office contact panel over the Parent child list, showing the demo school identity, number, Call, Copy and Close controls. — Desktop web · captured 7 October 2026. The contact panel was opened and closed without using Call or Copy. It does not show a submitted support request.

Mobile Parent child selector with the same school-office contact panel opened from the Missing a child card. — Mobile web · captured 7 October 2026. The Missing a child card opens this panel. Its telephone destination matched the desktop panel; no call was placed.

Share only what the school needs

Privately tell the school which child is missing, the school portal you used, and whether other children still appear. Include the exact error wording if there is one.

Never send verification codes, passwords or payment details. If the school asks for a screenshot, hide other children’s details and unrelated records before sharing it. Do not post the full child list in a public group.

Which child is missing, using the school’s usual identification process
Whether other expected children appear
The affected screen and any exact error message
When you last noticed the issue

Check the view after the school responds

Follow the school’s instructions, then check that the expected child appears with the correct name and class. If the profile is still absent or its details are wrong, report that to the school office.

The screenshots above show a selection screen, not a completed repair. They do not establish how long a linking change takes to appear.

For administrators checking the relationship

Parents should ask their school office to investigate a missing link. Do not create duplicate accounts or use another person’s login to access a child’s records.

This guide does not demonstrate saving or repairing a parent–student relationship. Administrators should use the school’s authorised support process rather than treating a new-account form as an existing-account repair procedure.