Support

Help with the Student Pickup app.

Response time: within two school days.

For anything about your child's enrollment, who is authorized to collect them, or a specific dismissal, contact your school office. They hold those records and can change them; we cannot.

Common questions

I did not get my verification code

Check the junk or spam folder. The code comes from an automated address.
Codes expire after 15 minutes. Tap Resend code for a fresh one.
There is a one minute wait between requests, so the button may pause briefly.
If nothing arrives, confirm with your school that they have the right email address on file.

It says my email is not on the school roster

Accounts are matched to the address your school has on file. If you registered with a different address, or the school has an old one, ask the office to update it, then register again with that address.

I forgot my password

On the sign-in screen, enter your email and tap Forgot password?. A reset link goes to your inbox.

Someone else needs to collect my child today

Open Guest Pickup QR from your home screen and enter their details.

If they already have an account, enter their email. They get a request in the app and confirm it. Your children then share their pickup spot.
If they do not, enter their name or email and you get a QR code to send them. They show it at pickup.

Both expire automatically at midnight.

My QR code will not scan

Turn screen brightness up and hold the phone steady inside the frame.
Codes refresh on a timer for security. If yours has been on screen a while, reopen the app.
A screenshot of your own code will not work. Only guest codes are meant to be shared.

The camera will not open for scanning

Camera access is needed to read pickup codes. On iPhone or iPad, go to Settings › Student Pickup and turn Camera on.

My children are not showing up

Your account is linked to your children through the school roster. If the list is empty or wrong, the roster needs updating. Ask your school office to correct it and re-upload.

Deleting your account

In the app, tap Account in the header, then Delete my account, and confirm with your password. This is immediate and cannot be undone. It removes your sign-in, your role, any pickup handoffs, and any guest pass you created.

Your school's own roster and dismissal records are kept by the school. Contact the office about those.

Reporting a problem

Email imsepics@gmail.com. It helps to include your device and iOS version, what you tapped, and what happened instead. Please do not include passwords.