Troubleshooting common Linewize Community/Qustodio integration issues

A parent can’t create a Qustodio account.

This can happen when the parent tries to register with the wrong email address and receives the error message “This doesn’t seem to match the email your school sent the invite to”.
The parent must use the email address you uploaded or synced to your School Manager and assigned to their child.
You can resolve this by:

1. Checking that the parent's email address is correct in School Manager > Community > Parent Management > Parent Details, and updating it if necessary.
2. Asking the parent to try registering again using the email address they received for their invitation to create their Qustodio account.

A parent can’t connect to their child using Qustodio.

There are three reasons why a parent might not be able to connect to (claim) their children:

1. The parent has created a Qustodio Parent Account without using your school provided unique URL.
Parents cannot currently claim their child’s school learning device directly via the Qustodio Parent App. They must use the unique registration URL you provide them.

2. Parent’s Qustodio account has the wrong email address.
This can happen when the parent is an existing Qustodio customer or has registered for their Qustodio account with a different email address to the one your school has added to School Manager. Community will only allow users to claim their children if their Qustodio parent account email address matches the one in School Manager.

You can resolve this by:

• Checking that their email address is correct in School Manager > Community > Parent Management > Parent Details, and updating it as necessary.
• Asking the user to change their Qustodio email address to match the one you have in School Manager.

The parent should be able to use your school’s unique registration URL to login and claim their child’s device once their email addresses in Qustodio and School Manager match.

3. You have disconnected the Parent.
You or another team member may have removed and disconnected the parent from the child. Find out the reason they were removed and then add them if appropriate.

A parent's details are incorrect in School Manager.

You can correct a parent's information by updating their information in your source of truth (typically Student Information System / SIS) and then, as appropriate, by either resyncing your SIS with School Manager or manually correcting their information in School Manager > Community > Parent Management > Parent Details.

If the parent’s details are still incorrect even after updating the parent details, check if:

1. SIS sync has not been completed.
2. SIS sync has failed.
3. CSV upload has failed.
4. Updated Locally Managed Parent was overwritten by SIS sync.

A parent connected to their child in Qustodio but can’t see school time activity data in their Qustodio account.

There are three reasons why parents might report not being able to see their children’s school-time activity:

1. Community isn’t configured to share data with parents.
You must enable the Share Student Usage and Insights feature for parents to see an overview of their children’s activity on school-managed devices. In School Manager, go to Configuration > Community > Configure Community and confirm the Share Student Usage and Insights checkbox is selected.

2. Parent has changed their email address in Qustodio.
If the parent previously had access to their children’s school-time activity data but does not anymore, they may have changed their email address in Qustodio. Community will only allow parents to see school time usage data for their children if their Qustodio account email address matches the one in their School Manager > Community > Parent Management parent details.

You can resolve this by either:

• updating their email address in your source of truth and in School Manager, or
• by asking them to revert to the email address you already have on file.

When the parent email addresses in Qustodio and School Manager match, they should receive access to their children’s usage data again.
If the above steps do not resolve your issue, please contact Linewize Support for further help.

3. Your school is offering Community to only some year levels.
To exclude specific year levels from Linewize Community/Qustodio, don’t upload parent data for those excluded levels in School Manager or add them to students. For help rolling out Linewize Community to specific year groups at your school, please contact your Linewize Success or Account Manager.

A parent can’t pause the Internet.

There are three reasons why parents may report they can’t pause the Internet for their children using Qustodio.

1. Pause Internet is turned off at your school
You must enable the Allow Pause Internet feature for parents to pause the Internet on their children’s school-managed devices. In School Manager, go to Configuration > Community > Configure Community and confirm the Allow Pause Internet checkbox is selected.

2. The parent is trying to pause the Internet during school hours.
Unless you have enabled Pause Internet in 24/7 mode, parents can only pause the Internet on school-managed devices outside of the school hours you set in your School Calendar.

• If they are trying to pause the Internet outside of school hours, and it’s not working, go to Configuration > Calendar and check that your school hours and days are correct.
• If Pause Internet is enabled in 24/7 mode and parents can’t pause the Internet on student devices, please contact Linewize Support for further assistance.

3. The parent is trying to pause the Internet on a personal device.
Pause Internet is only available on school managed devices.