# Help a parent recover portal access

Source-reviewed step-by-step lesson. Instructional slides, not a recording of a completed live action.

## Step 1

Confirm the intended school, guardian email and linked household. Never ask for the parent’s password.

## Step 2

Have the parent use Forgot password on the parent sign-in page. They should use their own guardian email.

## Step 3

Check the email address and spam folder if the reset does not arrive. Avoid repeated invitations while a result is uncertain.

## Step 4

If sign-in succeeds but the child is missing, verify the guardian-to-family link. Do not create another family to work around a linking problem.

## Step 5

Escalate with the school, guardian identifier, time, exact error and safe screenshot. Access or identity repairs require the authorized process.

## Verify the result

The parent signs in with their own credentials and sees only the correct family and children. Email acceptance alone does not prove access.

[Related guide](../guides/38-prepare-a-useful-support-escalation.md)