Troubleshooting common issues

Quick checks for the problems that come up most often. If something here doesn't resolve it, contact support through the platform website.

I can't sign in

• Confirm you're on your school's workspace URL (for example your-school.kairo.co.zw/workspace), not the platform address.
• Use Forgot password on the login page to reset.
• If you never received the activation email, check spam, then ask an administrator to resend it from System Administration → User Accounts.

A student doesn't appear in lists

• Check the table filters — a leftover form or year filter hides otherwise-matching students.
• Search by admission number or student ID number instead of name (spelling differs more than you'd think).
• If the student was admitted through Applications, confirm the application actually reached admitted status.

The auto-billing engine created nothing

• Verify the students have an enrolment (academic year + form) — billing targets enrolments, not bare student rows.
• Check that fee structures exist for that form and academic year.
• If invoices already exist for that scope and are still unpaid, the engine skips those students on purpose to prevent double billing.

Report cards print with empty subject marks

• Confirm the marks were captured against the assessment for that term and subject.
• Confirm the reports were generated after the marks were entered — regenerate if marks arrived later.
• Check you're printing the right term.

Announcement emails didn't arrive

• Check the delivery setting was Email or Email only, not in-app only.
• Confirm the audience actually includes the recipients (role-based targeting matches real role storage).
• Check the school's spam folder; ask IT to allow the platform's sending domain.

A payment is on the wrong invoice

• Record payments only through Record Payment on the invoice row — that keeps balances and receipts consistent.
• If a payment was captured against the wrong invoice, contact support rather than editing the database — payment history feeds receipts and statements.