Troubleshooting
Registers and attendance
Section titled “Registers and attendance”A register day says “Partly marked”
Section titled “A register day says “Partly marked””Some students on that day’s register haven’t been marked. Usually it’s one of these:
- The start date is too early. A student appears on registers from their start date. If it’s set before the day they actually joined, every class day in between shows them as unmarked. Open the student and correct When did they start?.
- A teacher saved part-way through. Open the day and mark the remaining students.
- A student was added to a class after the fact. Mark them for the days they attended, or as absent.
If the dates look right and it still says Partly marked, contact us with the class and the dates.
A student is in the wrong class, or shows up in two
Section titled “A student is in the wrong class, or shows up in two”Open the student and check their classes. A student can be enrolled in more than one class, such as Qur’an and Hifz, and appears on both registers. Remove the class they’ve moved out of so they drop off its register.
A teacher can’t see their class
Section titled “A teacher can’t see their class”Check the class is assigned to them: open the staff member under Education → Staff and look at Classes. If they were added as No login — record only, they can’t sign in. Edit them and send an invite.
Signing in
Section titled “Signing in”A teacher or parent didn’t get the sign-in code
Section titled “A teacher or parent didn’t get the sign-in code”- Check the spam or junk folder for an email from Labbaik.
- Make sure they’re using the same email you have on file. A small typo is the most common cause.
- Codes expire after a short time, so ask for a new one and use it straight away.
The app is stuck on “Getting things together…”
Section titled “The app is stuck on “Getting things together…””This usually means the phone or computer can’t reach Labbaik. Check the Wi-Fi or mobile data, then reload the page. If it carries on, try another network or contact us.
Parents
Section titled “Parents”A parent’s details are wrong
Section titled “A parent’s details are wrong”Parents can update their own phone number, address and language in the portal under Profile. You can also edit them on the student’s record.
A parent can’t see their child
Section titled “A parent can’t see their child”The email they sign in with must match the email on the child’s record. For a second parent, add them as a secondary parent on the student.
Payments
Section titled “Payments”A payment failed
Section titled “A payment failed”Labbaik alerts you, and the family is asked to update their card. You can see failed payments in Revenue. Direct Debit fails far less often than card, so it’s worth turning on.
Stripe says “Almost there”
Section titled “Stripe says “Almost there””Stripe needs a bit more information before it can pay you. Go to Account → Stripe and continue the setup. See Connect Stripe.
Prayer times
Section titled “Prayer times”A prayer time looks wrong, such as Dhuhr at 23:50
Section titled “A prayer time looks wrong, such as Dhuhr at 23:50”The imported timetable probably used 12-hour times with no am or pm. Fix the times in your spreadsheet, using 24-hour format, and import again. See Add your prayer times.