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My families can't check in or out

[Admins + Managers] Learn what to do if families are having trouble checking in or out a child.

Audrey avatar
Written by Audrey
Updated this week

If your families are experiencing trouble during check-in, this article will walk you through the most common causes of check-in issues and how to resolve them quickly.


Common check-in issues and how to fix them

Below are some of the most frequent check-in issues reported and how to troubleshoot each one.

The QR code isn’t working

If multiple users report issues, there may be a problem with the check-in setup.

The fix:

  • Parents must scan the QR code within the brightwheel mobile app, using the phone camera. Ask the student contact to open the brightwheel app, tap the Check-in icon, then select Scan QR Code.

  • Check the QR code is turned on.

  • Confirm the kiosk device is online and logged into the correct program.

  • Check that the displayed QR code is not expired.

The check-in code is incorrect

Each Parent, Family, and Approved Pickup contact has a unique 4-digit check-in code. If entered incorrectly, check-in will fail.

The fix:

  • Families can view or edit their code in their accounts.

  • Admin and staff can also verify a student contact's code under My School > Parents on the web.

  • If they get an error or is asked for the last 4 digits of their phone number, this usually means the check-in code they’re using matches another user in the system. In this case they should change their code.

The child’s profile isn’t visible

If a parent doesn't see their child listed in the app, they won’t be able to complete check-in.

The fix:

  • Make sure the parent is listed as a Student Contact (Parent, Family, or Approved Pickup).

  • Confirm that their email or phone number matches what’s listed in their contact profile.

  • Have the parent log out and back in to refresh their account if needed.

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