1. “User not recognised” error for staff login
Issue: This often occurs when a user has multiple Compass accounts registered under the same email address - most commonly when someone is both a staff member and a parent.
Resolution:
Navigate to your SIS (Student Information System) and update the email address on one of the accounts - either the staff or parent profile.
Once the duplicate is resolved, the user will be able to log in normally.
2. Staff account compromised
Issue: A staff member suspects unauthorised access to their Compass account.
Resolution:
Immediately contact the school’s IT technician.
The technician should:
Reset the staff member’s password.
Navigate to Security Settings → Force Logout by Username to terminate all active sessions.
Advise the staff member to review recent activity via the Login and Security module once access is restored.
3. Staff cannot reset password
Issue: Staff members attempting to reset their Compass password receive an error or are unable to do so.
Reason: Their credentials are not managed within Compass but through the school's Active Directory system.
Resolution:
The staff member must contact the school’s IT administrator to have the password reset at the Active Directory level.
Parent Login Queries
4. Parent account compromised
Issue: A parent believes someone else may have accessed their account.
Resolution:
Advise them to change their password immediately:
Log in via the Compass desktop site (not the app).
Click on their name in the top right → “My Account” → “Change My Password”.
Terminate any suspicious sessions:
Go to “Login and Security”.
Select “End All Sessions” to log out all devices currently logged in.
This ensures that if someone else is logged in on another device, they’ll be removed.
Review the login activity (optional):
Within the “Login and Security” section, parents can view their recent login history including dates, times, and device/browser information.
They should take note of any suspicious activity.
5. Parent needs password reset
Issue: A parent has forgotten their Compass password and is unable to log in.
To reset via School:
Navigate to People Management (Under the Organisation Menu - grid icon)
Select parent account
Selected
Reset local password
To reset via Compass support, the following details must be provided:
School name
Parent’s full name
Compass username (if known)
Registered email address
6. What is my username?
Issue: A user (often a parent) cannot recall their Compass username.
Resolution:
Compass support cannot retrieve this. The user must contact the school directly, as usernames are issued and managed by the school.
7. Issues logging in to accept enrolment
Issue: A parent is trying to log in to accept a placement or enrolment offer but can’t remember their login details.
Resolution:
Use the "Can’t access your account?" link on the Compass login page.
Choose to reset via email or mobile.
If recovery doesn’t work or the reset link isn’t received, the school can provide direct login support or initiate a reset.
General / Other Login Queries
8. App logs in but screen goes blank
Issue: After logging into the Compass app, the screen turns white or becomes unresponsive.
Possible Causes: Cache corruption, outdated version, OS compatibility, or network filtering.
Resolution:
App troubleshooting:
Clear app cache and force close.
Delete and reinstall the app.
Ensure the device’s OS and Compass app are fully updated.
Network troubleshooting:
Check DNS or proxy settings.
Reset network settings.
If still unresolved:
Gather key info (school name, device model, OS version, app version, screenshots).
Escalate to Compass support for technical investigation.