Troubleshoot Parent Login

Parent Login Phases:

Every parent is required to have the below information to be able to log in and out of the Home App, Home Web and the HUB. 

Home Web ( + Home App:

  • Email Entry (required for username):
    • Profiles > Parents and Guardians > Select Parent > Makes changes under ‘Contact Information’ heading > Save.
  • Password Reset (only available if email address is in the parent profile):
    • Profiles > Parent and Guardians > Find Parent > Press the blue " Reset Password" button

The HUB (iPad/Tablet at service):

  • First time parent users are required to have set up:
    • Username and Password for Xplor Home
    • Mobile phone number and pin code
  • Second time and all other times:
    • Use their mobile number and pin code as previously set


Checking Contact Information

First, confirm with the parent their login email address and mobile number are correct by going to Profiles > Parent and Guardians > Select Parent. 

Check in the 'Contact Information' > 'Email' section and 'Mobile' section.


Please ensure the email and mobile are correct, taking time to ensure there are no unnecessary spaces, full stops or letters. (The mobile must not start with '+61')

If the details are incorrect in any way the parent will not be able to log in. If you make any adjustments, press the blue "Save" right at the BOTTOM of the page to ensure all changes are saved. 


Reset Passwords and Pins

To send a password reset email to a parent, head to Profiles > Parent and Guardians > Find Parent > Press the blue " Reset Password" button. 

You can also trigger this from the Child profile, head to Profiles > Children > Select Child > Parent/Guardian Tab > Press the blue " Reset Parent Password" button. 

Both these options will send an email link to them that will be available to use for 2 hours once sent but it will expire after this period.

Alternatively, you can send parents this link to send themselves a password reset.

To reset their password themselves, they can navigate to

When using the Home App, they can press the "Forgot Password" button to trigger a reset email.

Parent will need to initiate the pin reset process themselves. To reset their pin code, they can navigate to

The HUB reads the 'phone number' from the 'Login Information' section of the parent profile. Please ensure that parents are typing the number correctly when they log into the HUB.


Email Troubleshooting

If a reset email has not been received after following the steps above, please check spam or junk folders and make sure the email address in Office exactly matches the parent's email address.

If this still has not been received, please contact support via chat, email or phone.