Getting help

Ask your school first

Most problems are settings rather than faults, and your school administrator can fix them faster than anyone else. Go to them for:

• A missing module or button — that is a role.
• A password reset or a locked account.
• A student, class, subject or fee item that is wrong or missing.
• A term that has not been opened, which leaves academic and finance screens empty.

When to contact support

Contact Educraft support at support@shuleone.co.ke when something is genuinely broken: a page that will not load, a figure that is wrong after you have checked the underlying records, a report that fails to generate, or a message that will not send.

In School Management, use the Help control on the right edge of the screen to open the guide for the area you are using. On a small screen it stays midway down the right edge so it does not cover the bottom navigation. SMS screens also provide a direct Help entry in their navigation.

What to include

A report with these five things can usually be acted on immediately. Without them the first reply will only be a request for them.

1. The school name and the address you were on (app.shuleone.co.ke or portal.shuleone.co.ke).
2. Who you were signed in as — your name and role. Do not send your password; support never needs it.
3. The exact screen, by menu path: for example “Finance → Receipts → Group receipts”.
4. What you did, what you expected, and what happened instead, in that order.
5. A screenshot of the whole browser window, including any error message. A photograph of a screen is fine if that is quicker.

If the problem involves a specific record, include something that identifies it — an admission number, receipt number, invoice number or payroll run — rather than a name alone.

Do not send passwords or full payment details

Support will never ask for your password. Do not paste passwords, full card numbers or M-Pesa PINs into an email or a chat, even if a message appears to ask for them.

Things worth trying first

• Reload the page. A surprising number of “frozen screen” reports are a page left open overnight.
• Check the term. If a list is unexpectedly empty, confirm the current term is set.
• Try a different browser. ShuleOne is tested on current Chrome, Edge, Firefox and Safari. Very old browsers do fail in odd ways.
• Check with a colleague. If it works for them and not for you, it is your role or your device rather than the system.

Reporting something urgent

For anything that stops the school working — nobody can sign in, receipts will not print on a fee-collection day, results will not publish before a deadline — say so in the first line of your message and include a phone number that will be answered.