The problems people actually run into, and what to do about them.
Signing in
"No school found with that code."
Check the digits with whoever gave you the code. An administrator can confirm the current code on the school's profile page in the dashboard, next to the school name.
If the code was changed from Edit School at some point, anyone holding the old one needs the new one.
ClassLink does not show SPEDup.
Your district has not turned it on yet. Ask your district IT contact to provision SPEDup from the ClassLink library, or email support@spedupeducation.com and we will help them do it.
I signed in but everything is empty.
You have an account but you are not attached to a school. See Join your school.
I was invited but still got asked for a school code.
The invite is matched on your email address, so this happens when the address you signed in with is not the one you were invited at. Ask your administrator which address they used. They can send a new invite to the right one, or just give you the school code.
I think I have two accounts.
SPEDup links accounts by verified email address, so signing in with ClassLink and signing in with email and password using the same address land you in the same account. If you used two different email addresses, that is two accounts. Email support and we will sort it out. Do not keep documenting in both.
The password reset email never arrived.
Check spam. Confirm you used the same address the account was created with. If you sign in with ClassLink, SPEDup does not hold your password, so reset it through your district.
Missing data
My dashboard is empty.
Three things, in order:
- The school year selector in the header. In September, a selector still on last year shows you nothing.
- Your assignments. Teacher dashboard cards are scoped to the students and classrooms you are assigned to. An administrator has to make those assignments.
- Drafts. Almost every count excludes drafts. Five drafts and no submissions counts as zero everywhere.
I cannot see a student's analytics.
Teachers can view analytics for students assigned to them. Ask an administrator to assign you to that student. Any staff member can be assigned, and the student does not need to be on an IEP.
A student is not in the picker.
They may be deactivated. Deactivated students come off active rosters and out of pickers on purpose. An administrator can reactivate them from the Students page.
A teacher is missing from the response team list.
They may be deactivated, or they may not have joined your school yet. Check the staff directory.
Reports
I lost a report.
Almost certainly not. Check the Drafts tab. Reports auto save from the moment you pick a student, and every step advance saves again.
A draft says "Waiting to sync" and has for a while.
Confirm you have data or wifi, then open the app and leave it in the foreground for a few seconds. Do not delete it. If it does not clear, email support before you do anything else.
I submitted a report while offline. Where is it?
It is saved on your device and will submit itself when you reconnect. It is a submitted report, not a draft you have to go find. You will have seen a message saying so when you tapped submit.
I cannot edit somebody else's report.
Only the person who wrote a report can edit it, plus administrators at that school.
The duration warning came up and I do not know if I should continue.
It appears when a report covers more than two hours. If the incident genuinely ran that long, tap Continue. If the end time is wrong because you left the report open and the clock kept running, go back to step 1 and set the end time yourself.
I checked restraint by mistake.
Uncheck it before submitting, and the report will not be escalated. If it is already submitted, edit the report to correct it.
Alerts
The support button did nothing.
You have no response team set up. The app should have offered to take you there. Settings, Manage Response Team.
Nobody responded to my alert.
Escalate the way you normally would in your building. SPEDup notifies your response team; it cannot guarantee anyone is holding their phone. Afterward, review who is on your team and whether they have notifications turned on.
I stopped getting alert texts.
Someone replied STOP from your number at some point, or you were removed from the response team. See Text messages and notifications.
Charts and summaries
My trend line looks wrong.
Check for breaks inside the date range. A holiday that is not recorded as a blackout date enters the series as a run of zero incident days and biases the trend toward improving. See Charts and data quality.
There is no trend line at all.
Fewer than three data points. SPEDup will not draw a line through two dots.
The numbers changed since last time.
A data summary is a snapshot from when it was generated. If reports were added or edited afterward, generate a fresh one rather than reusing the old file.
The charts do not match what I remember.
Check the date range printed in the header, and check whether weekends or blackout dates are affecting what you are comparing against.
Getting help
Email support@spedupeducation.com with:
- Your name and your school
- What you were trying to do
- What happened instead
- A screenshot
The screenshot is worth more than the description almost every time.