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.