Troubleshooting Common Issues

Quick fixes for the most common issues users run into.

I can't log in

1. Check you're using the correct email address
2. Click Forgot password? to reset your password
3. Check your spam folder for the reset email
4. If still stuck, contact your school admin or Scholva support

I don't see my children (parent)

Your account might not be linked to your child's profile. Contact the school admin office to link your account to your child's record.

I can't access a module

You might not have permission for that module. Contact an admin to grant you the appropriate role or permission.

Attendance is not saving

1. Check your internet connection
2. Refresh the page and try again
3. If the problem persists, take a screenshot and contact support

Payment failed but money was deducted

1. Wait 5–10 minutes — payments can take a few minutes to update
2. Check the Fees → Payments tab for the transaction
3. If the payment still doesn't show, contact support with the transaction reference number

Report card is blank or incorrect

1. Ensure exams have been graded and published
2. Check the academic term is correctly selected
3. Regenerate the report card from the student's profile

I'm not receiving notifications

1. Go to Settings → Notifications
2. Enable email and/or push notifications
3. Check your email spam folder
4. On mobile, ensure notifications are enabled for the Scholva app in your phone's settings

The dashboard is slow to load

1. Clear your browser cache and cookies
2. Try a different browser (we recommend Chrome, Firefox, or Safari)
3. Check your internet connection
4. Contact support if the issue persists — include a screenshot

I need to export my data

1. Go to Settings → Data Export
2. Choose what to export (students, fees, attendance, etc.)
3. Click Generate Export
4. Download the ZIP file when ready

Contacting support

Click the Support button in the bottom-left of the sidebar to open a live chat with our team. We typically respond within minutes during business hours. For urgent issues outside business hours, email support@scholva.com.

Updated on: 10/04/2026