Getting Help
Most questions have an answer in this help center. If yours does not, this page tells you where to look next and what to send, so the person who helps you can start straight away.
Try these first
- Search the help center. Use the search box on the home page. Search with the words you see on the screen, such as "Locked" or "Publish to parents".
- Read Common Issues. It covers the problems schools meet most often.
- Look up the term in the Glossary. Many problems come from a word that means something specific in MarkBook.
- Hover over the cell or button. A read-only cell explains why in a tooltip.
- Ask your MarkBook administrator. Many problems are a role or a template setting that they can change in a minute. See Who Can Do What.
Who to ask
| Your question | Ask |
|---|---|
| "I cannot do X" or "I cannot see Y" | Your school's MarkBook administrator (a manager) |
| "How do I set up Z?" | The page in this help center, then your administrator |
| The Activity Calendar key, API keys, webhooks | School IT, with the Developer pages |
| Something is broken, wrong or missing | Kinderpedia support |
What to send to support
A good report saves a day of questions. Include:
- Your school and the name and e-mail of the person who has the problem.
- Where you were: the menu path, for example Configuration → Assessment → Markbook Templates. A copy of the address in the browser also helps.
- What you did, step by step.
- What you expected and what happened. Copy any message word for word.
- Which class, subject, student, period and report are involved. Use names and the academic year.
- When it happened, with the date and time.
- A screenshot if it shows the problem. Do not send screenshots that show other children's data to anyone who does not need it.
- Whether it happens to everyone or one person, and in another browser.
TIP
Before you send, reload the page once and sign out and in again. This clears a surprising number of problems.
Protect personal data
MarkBook holds data about children. When you ask for help:
- Send only the data that the problem needs.
- Never send a password, a login link or an API key. If you have shared an API key by mistake, revoke it under Configuration → Developer and make a new one.
- Use the student's name and class, not documents or photos, unless support asks.
Suggest an improvement
Every help page ends with a feedback box. Use it to tell us when a page is unclear, wrong or missing a step. For a new feature, describe the job you want to do, not the screen you imagine.