Frequently asked questions
Common questions across setup, fees, academics, the portal and data protection. If your question is not here, check the Troubleshooting page or your role manual.
Setup & access
Who creates the first administrator account?
Your EduPrime instance is provisioned with one super-administrator. That person creates departments, roles and other users. Do not share the super-admin login – create individual named accounts so the audit trail is meaningful.
How do I add a new staff user and control what they see?
Create the user under Settings → Users and assign one or more roles. Roles – not individual tick-boxes – decide what a user can see and do; confidential data (counselling, health, finance) is gated by record rules tied to those roles.
Can I turn modules on and off?
Yes. EduPrime is modular – enable only the apps your institution uses (e.g. add Hostel and Transport but skip IB if you do not run it). Enabling a module later does not disturb existing data.
Fees & payments
How are fees assigned to students?
Build a fee structure per class, grade or programme; students inherit it on enrolment, which raises their invoices automatically. Scholarships, bursaries and discounts adjust the amount due without editing the base structure.
A parent paid by mobile money but the balance still shows. Why?
Mobile-money and bank payments reconcile against the invoice by reference. If the balance has not cleared, the payment reference did not match – reconcile it manually from the payment record. See Troubleshooting → payment not reconciling.
What does the aging report tell me?
It groups outstanding balances by how overdue they are (e.g. current, 30, 60, 90+ days), so the bursar can prioritise collections and trigger dunning on the oldest debts first.
Academics
A report card prints blank. What happened?
Almost always, marks were not yet entered or the term was not published. Confirm results exist for that student and the assessment is finalised, then re-print. See Troubleshooting.
Can a teacher change a grade after results are published?
Only authorised roles can amend published grades, and every change is recorded in the audit trail with who and when. Lock the semester to prevent silent edits to released transcripts.
How do students move to the next class or semester?
Use the end-of-period promotion / progression tool, which advances a whole cohort at once, carries forward records, and lets you hold back individuals who do not meet criteria.
Portal
How do parents and students get portal access?
EduPrime sends a portal invitation to the contact email on the record. The recipient sets a password and can then see results, fees, attendance and announcements. Re-send the invitation if it was missed.
A parent can log in but sees no children. Why?
The parent account is not linked to the student record, or the link is to a different guardian email. Check the guardian relationship on the student record.
Data protection
A parent has asked for all data we hold on their child. What do I do?
Log a subject-access request in the compliance workspace. EduPrime gathers the data into a SAR pack for the DPO to review and redact before release; the statutory deadline is tracked for you. See Data protection & ODPC.
Can we delete a former student entirely on request?
Not always – some records (e.g. academic transcripts, financial records) must be retained by law. Where deletion is not permitted, anonymise instead, and explain the lawful basis for retention to the requester.