Troubleshooting Login Issues

This guide will details the processes an administrator can following when managing user logins within their Office system. 

Parent/Guardians

Home Web

(Parents)

Home App

(Parents)

Parent/Guardians will receive an invite email from Xplor, asking them to join Home for their service. This account will enable parent/guardians to sign their child in and out of the centre using the HUB. This will also enable the parent/guardian to sign into the Home system via the Home App or Web home.myxplor.com 

 

How is this invite sent?

When a child's profile becomes active, this triggers the invite email to be sent to parent/guardians attached to the child's account.  You can turn this automation off as follows:

  1. Navigating to Setting 
  2. Service Settings
  3. Enrolment tab
  4. Halfway down the page under the Invite Parent/Families heading select Yes or No
  5. Save
  6. Done 

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How do you know if parent/guardians have actioned the invite email?

You can generate a report as follows:

  1. Navigate to Reports
  2. Service Reports
  3. Select the Active Parents Report
  4. View in either a Preview or Export CSV format
  5. Done

You will also be able to view this on an individual basis by navigating to:

  1. Profiles
  2. Parent and Guardians 
  3. Select the parent/guardian
  4. Under Login Information if these fields are greyed out with no information (as follows) the parent has not actioned their invite.

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if the fields are populated with information they have actioned their invite and hold an active account - they may need a password reset if they cannot log in.

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How do I issue/reissue the invite email?

  1. Navigate to Profiles > Parents and Guardians
  2. Tick the checkbox next to the parent Id for the carer/carers as required
  3. Select the blue Invite Parent/Guardian button to the top right of the screen
  4. Through the drop down press Selected Parents & Guardians Only (this will issue to those you have selected)
  5. Alternately to issue to all Parent/Guardians select All Parents & Guardians
  6. Done

Parents will follow these steps to set up their account.

 

How to change the linked email address or mobile number?

The administrator or the parent/guardian will need to contact Xplor support to have this actioned by phone on (03) 8652 1963, or email via support@myxplor.com.

 

Educators

Playground App

(Educators)

  • Download the Playground app using your mobile device
  • When you first download the app, you are required to login using your Service credentials
  • Select a room then login using Educator credentials

Playground Web 

(Educators)

  • Link: https://playground.myxplor.com/
  • Accounts used to login:
    • Educator 
    • Administrator 
    • Service 
      • Only account that can be used to create plan/document templates

 

How is this invite sent?

Educators will receive an invite email as soon as an active email address is added to their account (via Profiles > Educators) and the page is saved. 

 

How to resend the invite email?

Note: This is only in the instance where the Educator has not completed the set up of their Xplor ID. This would occur through one of the below circumstances:

  • Educator does not action Welcome Email within 7 days of it being sent to them and the account creation link expires.

  • Welcome email was sent to the Educators wrong email address.

Resend invite email to individual educator

  1. Go to Profiles > Educators then navigate to the individuals profile

  2. Select the Resend Welcome Email button in contact information.

  3. Select Ok
  4. Done

Note: This button will not be shown when:

  • When an educator has their Xplor ID created. This is because the welcome email has been actioned and not needed to be sent.
  • When an educator is first created. This is because the welcome email has been automatically sent.
  • when an educator profile has an empty email field. In other words, if the educator has no email recorded, you can’t send a welcome email and therefore cannot now resend one. 
  • This button will be disabled when an Educator with no Xplor ID AND an email address in their profile has their email address edited. This is because when the new email is entered and the profile is saved, we trigger a welcome email to this new email anyway.

Individual.gif

 

Resend invite email to educators in bulk

  1. Navigate to Profiles > Educators
  2. On the dashboard, select the educators by ticking the box to the left hand side of their Id number. 
  3. To the top right select Send Educator Welcome Email
  4. Select Ok
  5. Done

Bulk.gif

 

How do you know if the educator has actioned the invite email?

  1. Navigate to the educators account via Profiles > Educators
  2. Select the Educator
  3. Under Account Settings, Navigate to Login information
  4. Under Login Information if these fields are greyed out with no information (as follows) the educator has not actioned their invite.

Screen_Shot_2022-08-19_at_5.21.29_pm.png

if the fields are populated with information they have actioned their invite and hold an active account - they may need a password reset if they cannot log in.

Screen_Shot_2022-08-19_at_5.23.16_pm.png

 

How to change the linked email address or mobile number?

The administrator or the educator will need to contact Xplor Support to have this actioned by phone on (03) 8652 1963, or email via support@myxplor.com.

 

Administrators

Office Web

(Administrators)

Super Administrators and Providers

Super Administrators and Providers will be sent their invite upon onboarding with Xplor Office. Any changes to these positions and/or details (e.g.contact number, email address) will need to be communicated and updated through the Xplor Support team. 

The provider or Super Administrator for the service will need to contact the team by phone on (03) 8652 1963, or email via support@myxplor.com.

 

How is the invite email sent to administrators?

Super Administrators and Providers are able to add new admins to the centre profile via Profiles > Administrators. Once they have uploaded the relevant information they will press add, this triggers the invite email to be sent. 

 

How to reissue the invite email?

delete the Administrators email address from their profile and re enter, this will reissue the invite inline with the below provisions:

  • The original invite was not actioned
  • 7 days must have elapsed since the original invite was sent 

 

How do you know if the administrator has actioned the invite email?

 There is no way to track this, if they have not actioned they will not be able to login and cannot receive any password reset emails issued. Any concerns, the administrator should contact Xplor Support for further assistance. By phone on (03) 8652 1963, or email via support@myxplor.com.

 

How to change the linked email address?

The administrator will need to contact Xplor Support to have this actioned by phone on (03) 8652 1963, or email via support@myxplor.com.