Common problems and how to fix them

Most problems in the school office have a simple cause. Find yours below. If nothing here helps, the school owner can contact Qalamora through the contact page.

Cannot sign in

• Check the school address. Every school has its own web address, such as yourschool.qalamora.com (your welcome email has it). If you are not sure, open the sign-in page on the Qalamora website and search for your school by name.
• Check the email or mobile number and password. "These credentials do not match our records" means one of them is wrong. Check that Caps Lock is off and the keyboard is in English.
• Too many attempts. After repeated wrong passwords, sign-in pauses for a short time. Wait for the time shown and try again.
• Forgot your password? Qalamora has no "forgot password" email link. Ask someone at your school who manages users (usually the owner or principal) to open Users, find you and click Reset password. They give you a temporary password; at your next sign-in you choose your own.
• Parents and students get their login from the school office, on a printed slip or by SMS. They should ask the school office for a new one.

Lost the phone with the two-factor app

Two-factor sign-in asks for a 6-digit code from an authenticator app on your phone.

1. On the code screen, click Use a recovery code instead and enter one of the recovery codes you saved when you turned on two-factor. Each code works once.
2. Once inside, open My account. Turn two-factor off and set it up again on your new phone, or click Get new recovery codes and keep them somewhere safe (not on the same phone).

If you have no recovery codes left, tell your school owner. If the owner is the one locked out, the owner contacts Qalamora support, who check that the request is genuine before resetting two-factor for the owner's account.

A printout does not open

Printouts (challans, payslips, report cards, forms) are prepared as a PDF and open in a new tab.

• Your browser blocked the new tab. The window then shows Your PDF is ready with an Open PDF button. Click it, or allow pop-ups for your school's address.
• "The PDF is taking longer than usual." Many printouts were requested at once. Wait a minute and print again.
• "The PDF could not be made." Try again in a moment. If it keeps failing for one document, contact support with the document name and time.
• An old PDF link stopped working. Download links are valid for a short time on purpose. Print again from the page to get a fresh one.

Challan totals look wrong

Check these before assuming a mistake:

• Arrears from earlier unpaid challans are printed separately and are not part of this month's total. They appear only if Arrears from earlier months is switched on in the challan layout.
• Concessions and the sibling discount reduce monthly charges. Look at the student's concessions in Fees > Fee setup.
• Transport fee and library fines can be added to challans from those modules (Fees > Fee setup > Charges from other modules).
• Payable after last date includes the school's late fine, if one is set.
• The challan uses the class fee plan that applied when it was made. Changing a plan later does not change challans already issued.

If a challan really is wrong, do not issue a second one: request a change on the challan in Fees > Challans. See generate monthly challans.

A menu or page is missing

• The module is switched off. The owner checks Settings > Modules. A module marked Not in your plan needs a plan change.
• Your role does not have the permission. Menus show only what your role may use. The owner or principal can add it in Roles.
• The section is hidden for your role. In Settings > Dashboard and menu, a section may have been unticked for your role.

Switching a module off never deletes its data. Switch it back on and everything is there.

The school is read-only

A banner says the subscription is unpaid. You can still view, print and export everything, but nothing new can be saved. The school owner opens Settings > Subscription and pays the open invoice with Pay now. Writing works again as soon as the payment is confirmed. See billing and subscription.

On the desktop edition, read-only mode means the licence needs renewal or an online check. The owner opens Settings > Licence and clicks Check now.

Related

• Questions and answers
• Two-factor sign-in
• Users, roles and permissions