Parent and Guardians Profiles

The Parent and Guardians profiles in Office can be used to complete a range of tasks to set your families up for success in Xplor including updating details, checking financial information and reseting Home account details. 

View our interactive guide to Parent and Guardian Profiles


Create a Parent/Guardian Profile

We recommend that new families at your service complete a digital enrolment form in order to capture their child. and parent details. This ensures the accuracy of the information, as well as the automation of procedures such as document collection and Home account activations.

You can find out more about the digital enrolment process here.

If you have chosen to manually add this data to your Office database, navigate to Profiles > Parents and Guardians and Select 'Add' in the bottom right hand corner.

  • Enter the parent details in the blank profile which appears.
  • At minimum we suggest a first name, last name, mobile phone number and email address to assist with their Home Account setup.
  • Click save at the bottom of the page once completed

In order to link this newly created parent profile to a pre-existing child profile:

  1. Go to Profiles > Children
  2. Select Child you wish to link the parent to and navigate to the Parent/Guardian tab
  3. Select the Link Existing Parent button at the top-right of the page
  4. Use the search bar to locate the existing parent and click 'Add'.
  5. If their name does not pop up, they may not already exist at the service and you will not be able to link them. Follow the steps above to manually create the parent.
  6. If the parent is the primary carer, select the 'primary carer' check box. 
  7. Once the parent is linked, scroll to the bottom of the page and click Save


Home Account Set Up

Welcome Email

The Welcome Email for Home will expire 7 days after it has been sent, either during the digital enrolment or manual parent/guardian creation process, when an email address is entered ni for the parent/guardian.

If parents have not set their password or begun creating an account from the email after 7 days, you should resend an invitation to these parents to ensure they have access to Home.

To check which parents/guardians have actioned this step, navigate to Reports > Service Reports > Active Parent Report and Select Preview or Download CSV.

  • A parent should have Login Password Set = Yes and they should also have an email under the "Login Email".
  • Anyone that has Login Password Set = No has not yet signed up to Xplor.
  • Anyone that has no email under profile email currently does not have an email in their Xplor Profile, and therefore would not have received an invitation. 

Resending to All Parents

  • Navigate to Profiles > Parents and Guardians 
  • Search through Status and select Linked
  • Select Invite Parent/Guardian button (top, right-hand side of the page)
  • Select All Parents & Guardians

This will send the welcome to all the linked parents who have not yet received the Welcome email.

Resending to Selected Parents

  • Navigate to Profiles > Parents and Guardians 
  • Navigate to the Parent/Guardian and tick the box next to the parents name on the left
  • Select Invite Parent/Guardian button (top, right-hand side of the page)
  • Select Selected Parents & Guardians

Parents/guardians not receiving the email?

Check that the parent's email is saved correctly on their profile. If not, update this and try resending the email using the steps above. Please let the parent know to check the junk email inbox as well. 

If you have ongoing issues, please get in touch with support. 

Password Resets

If you have parents or guardians who have set up their account but are having difficulty recalling their login details/password, you can send them a password reset email through Office.

Locate the parent/guardian and click the three dots near their name. You'll see two different option, press 'Reset Password' to trigger a reset email to the email address listed. 


The email sent to the parent/guardian will confirm the email address which they will need to use to log in and when they click 'Set Password', they will be prompted to choose a new password, confirm and then log in.



Parent/Guardian Profile Tab

You can navigate to the parent/guardian profile by clicking on them in the main screen. Once selected, you are able to view and update a Parent/Guardian account.

Under Basic Information, Contact Information and Work Details, administrators can enter or remove information from the account. Once completed they must press the blue save button to the bottom right of this page for the account to update in the system.


On the screen, administrators will also be able to see if a parent has saved login credentials, meaning they are linked to the service and can sign into the Home App. If the Login Information is grey and empty like you can see below, then the parent will need to be reissued their welcome email to action. 



Scheduled Payment Settings
The Scheduled Payment Settings tab allows you to create and manage individual parent accounts payment plans and view whether their payment details have been added in a timely manner.

In order to find this navigate to Profiles > Parents and Guardians > Select the parent profile > Select Scheduled Payment Settings tab from the top right tab in the profile.

Things to Note:

  • Only active primary carer's can add billing details through their account. 
  • All new primary carers will be on the default payment schedule of weekly on a Thursday when they first input their payment details. You can adjust this to align with their individual payment schedule or your centre's payment policies if you need. 
  • Administrators are the only people who can update the payment plans: e.g. day the payment is taken out and for how much each week, fortnightly or monthly.
  • If you wish to change something service wide please contact support.  


Bank Details

To check whether families have saved their bank details, navigate to the parent profile and select Scheduled Payment settings tab.


  • "Payment Details Saved" will say "Yes" or "No" to indicate if the parent has saved their details
  • "Details Saved" will indicate the date and time the parent had saved their payment details
  • Go to Reports > Service Reports > No Bank Details to get an overall summary of which parents have not saved their details across your entire service
  • Refer parents to this article for instructions to save their payment details: Parent Instructions: Adding Bank Details

Checking Current Payment Plans


  • At the time of onboarding with Xplor - administrators will need to discuss their chosen payment plan and the onboarding team can align all current parents to this, all new parents will be on the the default payment plan is weekly on a Thursday and administrators will need to amend this if their centre bills on a different frequency/day.
  • There can only be one active payment plan at any given time
  • The current plan will be recorded as "Active" in the "Status" column
  • "Inactive" payment plans are previous payment plans
  • The "Active" payment plan will be replaced by the most recent "Upcoming" payment plan from the "Start Week" (please note: please ensure that the start week always falls on a Monday. Otherwise, payments will not be generated for the first week. You can always select the payment day to be a different day.

Creating a New Payment Plan



Monthly (the scheduled payment will come out on the week of the date set)

Payment Day

Day that parent will be charged

Start Week 

Effective start date. Please note: this can only be the Monday of the week.

Direct Debit Limit

Parent will never automatically be charged more than this amount. 

Fixed Amount

Parent will always be charged the inputted fixed amount, even if their balance is less than the fixed amount. This is normally not recommended unless absolutely necessary.

 Press Save once completed.

Pausing a Payment Plan


  1. Navigate to Profiles: Parents and Guardians
  2. Select the parent profile
  3. Select scheduled Payment settings tab
  4. Scroll down to Pause Payments Note: Pausing payment plans will prevent automatic scheduled payments from being generated between the "Start Date" and "End Date". You can still generate a one time payment for this period if necessary. 
  5. The system will only allow you to select a start date in a future week. If you need to stop a payment in the current week - you will need to reject the payment first. 
  6. Done

 Note: You can Delete any paused payments period in the Pause Payments History section. 


Xpay Account Tab

Adding Payment Details

For services using Xpay by Debit Success, Service Admins are able to add payment details on behalf of a parent. Navigate to a parent profile for any primary carer and you will be able to access the tab, labelled “Xpay Account.”


The form will be pre-filled with any details that are on the Parent profile, however you can add additional information if it’s missing. From there, you’ll be prompted to agree to the terms and conditions. Once you’ve agreed, you’ll be redirected to a secure page to save the parent payment details.


These may be a Credit Card or a Bank Account, which you can select from the options at the top of the form. After adding the parent’s card or account number, press “Add Details”

When these have been submitted, you will be able to see the saved details in place of the original form. To change or update those saved details, click the “change” button.



It is essential that you get a hard copy Direct Debit Request (DDR) form signed by the parent/guardian that is going to be billed before you enter in payment details on their behalf. This will ensure that, if there are any payment disputes, you can provide proof of authority to the Payments Team, which they will forward as evidence to the bank to dispute any claims.

If you do not have a Debitsuccess DDR form that you can print and pass to parents/guardians to fill out and sign, please contact or