Parents sign in to the EDUBase Parents App with a one-time code sent to the mobile number registered against their child. If it does not arrive, that number is usually wrong or the school's SMS route was not running; the office can correct the number and issue the code from the Parent App OTP Portal.
How does signing in to the Parents App actually work?
The Parents App does not use a password that you choose and remember. EDUBase sends a rotating one-time code to the mobile number the school has saved on your child's record, and that code lets you in. This is why there is no shared family password to leak or reset, and why the registered mobile number matters so much.
The app is an Android app published on Google Play. Install it on the phone whose number is registered with the school, then enter the details the school asks for and wait for the code.
- The code goes to the number saved against the student, not to any number you type in.
- Codes rotate, so an old code from a previous login will not work again.
- Siblings are usually linked under one family number, so one parent login can cover the family.
- Parents never get a staff-style username and password; staff sign in with an institute code, username and password instead.
Why would the one-time code not arrive?
Most failed logins have a very ordinary cause. Work down this list before assuming the app is broken.
If your number was changed after admission — a new SIM, a switch from the father's to the mother's number — and the school was never told, the code is being delivered correctly to a number you no longer use.
- The mobile number on the student record is old, mistyped or belongs to a relative.
- The school sends SMS from its own SIM using the EDUBase Free SMS Sending App, and the phone running it was switched off, out of balance or out of coverage at that moment.
- The school uses a branded/masking SMS gateway and the message is delayed or filtered by the network.
- The number is registered against a sibling's record only, or against a different campus.
- The phone has blocked unknown or masked senders, or the message landed in a spam/promotions folder.
- The app was installed on a different handset from the registered number — the code still goes to the registered number, not to the handset.
What should a parent do first?
Nearly all of these steps take one phone call to the school office. You do not need to uninstall or reinstall anything.
If you have changed your number, tell the office first — otherwise every later attempt will keep sending the code to the old SIM.
- Confirm with the office exactly which mobile number is registered against your child, and have it corrected if needed.
- Ask the office to use the Parent App OTP Portal: staff can look up or issue your one-time login code when the SMS does not arrive, and read it to you.
- Check the message inbox on the registered SIM, including spam and blocked-sender lists.
- Ask whether the school also sends notifications by WhatsApp, and whether your WhatsApp number matches the registered one.
- Contact the school during its working hours — EDUBase's own live support runs 9:00 AM to 5:00 PM on working days and is for school staff, not parents.
What can the school office check on the web portal?
Staff have screens that make this a two-minute job. The point of the OTP Portal is exactly this situation: the parent is standing in front of you, the SMS has not landed, and you need them signed in today.
Delivery logs also tell the office whether the message left the system at all — which separates a wrong number from a sending problem.
- Parent App OTP Portal — look up or issue the parent's one-time login code.
- Student record — correct the guardian's mobile number, and check the family number so siblings resolve to the same family.
- SMS Report, Family SMS Report and App Notification Report — see what was sent and to whom.
- SMS Sending App status per campus — confirm the school's own SIM phone is running and has balance; or check SMS Gateway Settings for a branded sender.
- Parent App Analytics — adoption by class and section, so the office can see which classes still need help installing and logging in.
Can unpaid fees stop a parent from using the app?
Schools can choose to warn or block certain Parents App features by how many months a family is overdue, with per-student overrides. That is a school policy decision, not a fault in the app.
Two things are never blocked by that setting: fee details and contact us. So a family behind on fees can always see what is owed and reach the school.
- Feature restrictions are configured by the school under Parent App Privileges.
- Overrides can be set for an individual student when a family has an arrangement.
- If features look missing rather than the login failing, ask the office whether a fee-based restriction is in place.
What can the school do to reduce OTP complaints altogether?
The pattern behind most OTP tickets is stale contact data. Schools that verify guardian numbers at admission and at the start of each session see far fewer of them.
Beyond that, it is about having a dependable sending route and someone who knows where the OTP Portal is.
- Verify the guardian mobile number on the admission form and again at PTM time.
- Use bulk update to correct numbers in batches after a verification drive.
- Keep the SMS sending phone charged, in coverage and topped up, or connect a branded SMS gateway.
- Link the school's WhatsApp number as a second channel for notices and reminders.
- Train front-desk staff on the Parent App OTP Portal so any counter can resolve a login on the spot.
- Share the EDUBase App Links from the portal so families install the correct app.
How the school's message routes affect OTP and notification delivery
| Route | What it involves | Common reason a code does not arrive | Who resolves it |
|---|---|---|---|
| EDUBase Free SMS Sending App | An Android phone at the school sends the portal's SMS queue from the school's own SIM, campus by campus | Sender phone off, out of balance, out of coverage, or app not running for that campus | School IT or office staff |
| Branded / masking SMS gateway | A provider configured in SMS Gateway Settings sends messages under the school's name | Network delay or the handset blocking masked senders | School office with its SMS provider |
| The school's own WhatsApp number linked by QR, sent through the hosted service or the desktop sender | Parent's WhatsApp number differs from the registered mobile number | School office | |
| Parents App push notification | Notices, messages, challans and attendance alerts pushed to the installed app | Not applicable to first login — the parent must already be signed in | Not applicable |
| Parent App OTP Portal | Staff look up or issue the parent's one-time login code from the web portal | Nothing to deliver — the code is read out or handed over directly | School office, immediately |
Related modules
- Parents App Controls — See adoption, control what unpaid families see, and manage parent logins from the web portal.
- SMS, WhatsApp & Notifications — Reach parents by SMS, WhatsApp, branded SMS or app notification, from every screen that matters.
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- Cloud Hosting, Backups & Data Isolation — Your school's data in its own database, on managed cloud servers, backed up and monitored.
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