Troubleshooting Student and Parent Accounts
Whether parents and students are creating their Hero account for the first time, or trying to log back in - you may encounter a few issues here and there for a few different reasons. Here are the most common issues you may encounter:
- The parent does not have an email address to create an account. Yes, parents must use an email address to create their accounts. Schools may need to instruct the parent how to create a quick email address in order to sign up for a Hero account.
- The student does not remember or mistype their username or password. We recommend asking students to use their school email address and district password as their Hero username and password. This helps to reduce the number of students that forget their username or password. However, if students mistype their username or password when creating their account, this will create an issue when trying to log back in. ***A school user can view the email address that was used to create the account and update student passwords in the student lookup feature > Keys.
- The parent does not remember or mistype their username or password. A parent may use the "Forgot your password?" link within their web portal sign-in page if they do not remember their password. They will automatically be given a new temporary password which they should receive in their email inbox. Sometimes this email may be sent to their Spam box. ***A school user can view the email address that was used to create the account, in the student lookup feature > Keys. School users can NOT update parent passwords.
DOWNLOAD THE ADMIN GUIDE TO WALK STUDENTS AND PARENTS THROUGH CREATING ACCOUNTS WITH SIMPLE AUTHENTICATION AND/OR UNIQUE KEYS. Creating and Accessing Student and Parent Accounts in Hero (See Attachments)
DOWNLOAD THE ADMIN GUIDE TO WALK STUDENTS THROUGH CREATING ACCOUNTS WITH QR CODES. Activating Student Hero Accounts - QR Code Activation (See Attachments)
DOWNLOAD THE TROUBLESHOOTING GUIDE TO VIEW HOW TO RESOLVE COMMON ISSUES. Troubleshooting Student Accounts (See Attachments)
Return to Main Parent/Student Engagement Guide
For additional assistance, please contact our Hero Support Team
Email: herosupport@schoolmint.com
Chat: Live Chat