Answers checked on the US dashboard (us.illumine.app) in November 2026. Menu names are the US ones: Tuition & Billing, Programs, Center Management, Attendance, Parent Communication, Learning & Progress, Reports, Settings.
I cannot log in. Work down this list; most cases are one of the first three.
Check the site and the app. US schools sign in at us.illumine.app on the web. On iOS, staff use Illumine School and parents use Illumine for Parents; on Android it is the one Illumine app. The sign-in page at school.illumine.app is for schools outside the US and will not know your account.
If your email is a Google or Microsoft account, use Sign in with Google or Sign in with Microsoft on the sign-in page. It needs no password and no code. The Google or Microsoft account must have the same email as your Illumine profile.
Email and password: click Forgot Password? on the sign-in page. The reset link goes to the email on your profile; check spam.
Parents: your login is the email or phone number the school typed on your child's profile. A typo there is the most common cause of "account does not exist". Ask the school to check it and resend the invite from Reports > Parent App Installation Report > Invite.
Phone number sign-in sends a code by text. If codes stop arriving, the device has been blocked for a while after too many attempts (the message says "blocked all requests from this device due to unusual activity"). Wait, then try again, or sign in with email instead. Reinstalling the app does not reset the block.
If the child has left the school (Withdrawn or Inactive), parent access is switched off. On Hold keeps access.
Staff who can sign in but see almost nothing: that is permissions, see the next answer.
A staff member gets "permission denied" or cannot see a menu item. It is almost always their role.
Go to Settings > Access Control and find the role (Teacher, Finance Admin, and so on).
Click the three dots on the role and choose View Permissions.
Open the area on the left (Center Management, Messages, Billing and so on), tick the permission and click Save.
Ask the staff member to log out and back in.
Good to know: the ones that come up most are staff attendance check-in, Rename Rooms (under Center Management > Rooms), View Activities, Edit System Email Templates, editing newsletter drafts, Feedback (formerly called Concerns), and View or Reply to Shared Messages from Parents.
Where are notification preferences? Not under Settings. On the web, click your profile picture at the top right and choose Notification Preferences. In the mobile app, tap the bell icon, then the settings icon. On both, every notification has a Push switch and an In-App switch, grouped by module.
Good to know: the bell icon on the web only shows unread counts. The switches are under your profile picture.
Push or banner notifications are not arriving on my phone. They only come through the mobile app, never from the website.
Log out of the app and back in.
Tap the bell icon, then the icon between search and settings.
Check that Phone Notifications is ticked and tap Send Test Notification.
Good to know: if Phone Notifications cannot be ticked, allow notifications for the Illumine app in the phone's own settings first.
A floater teacher gets too many notifications. Keep their room access as it is and have them switch off what they do not need in their own Notification Preferences. Removing rooms would also remove their access to those classrooms.
Can a staff member change or remove the email on their own profile? An email or phone number is their login, so it can be swapped for another but not removed, and it cannot be hidden. A role without the Edit Staff Profile permission cannot change its own profile; the school admin does it.
Good to know: deleting a staff profile needs written confirmation from the school admin.
Can parents change their own email or phone? No. It is their login, so the school updates it from the parent's details on the child's profile.
Parents on a computer cannot find invoices, forms or leaves. Those live only in the mobile Parent App. The web view for parents shows only the timeline, lessons, messages, calendar and profile.
Invoices: Profile > Fee Payments.
Forms: Connect > Forms.
Leave: Connect > Leaves > Apply Leave.
Where are the invoices for our own Illumine subscription? Click your profile picture at the top right and choose My Account. They are not under Tuition & Billing, which is for parent tuition only.
How do I change my own profile photo on the web? Click your profile picture at the top right, choose View Profile and click the camera icon on the photo.
Good to know: if there is no camera icon, your role lacks the Edit Staff Profile permission. Ask an admin.