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.
What do Active, Signed Up, On Hold, Withdrawn and Inactive mean?
Active: enrolled, everything works.
Signed Up: registered for a future start. The family can be invited and invoiced.
On Hold: paused, for example summer-only children. Parents keep app access.
Withdrawn and Inactive: the child has left. The data is kept, parent access ends, staff can still open the record.
To change a status, go to Center Management > Students, tick the child, open Actions and choose Update Status.
Good to know: when a child leaves, use Withdrawn, never Delete. Deleted profiles cannot be recovered.
How do I move a child to another of our centres? Go to Center Management > Students, tick the child, open Actions and choose Transfer Student, then pick the centre. The child's status at the old centre becomes Transferred and their records stay there; a profile is created at the new centre.
I deleted a student by mistake and recreated them; now they show twice. Do not delete either profile. Send both names and the centre name to support, who merge the two in the backend. The invoice and payment history on the original is kept.
How do I link siblings? Open the child's profile and click Add Sibling. Or, when adding the second child, enter the same parent phone number and email and accept the prompt to link them.
An authorised pickup collects two siblings and has two kiosk codes. Enter the same phone number and email for that person on each child's profile. Illumine then treats them as one person: one kiosk PIN, and a child picker at check-in.
Good to know: if the PINs still differ afterwards, support can sync them. Allow a minute and reload the page.
Can an authorised pickup use the app? No. An authorised pickup can only check the child in or out with their kiosk PIN. To give a grandparent or other relative app access, add them as a Family Member instead.
Open the child's profile and scroll down to Family Members.
Click Add Family Member.
Enter the name, the relation and an email or phone number.
Tick what they may see: Activity Feed, Attendance, Student Profile, Calendar, Forms, Bus Tracking.
Leave Send Invite on and click Submit. They receive the app invite.
Good to know: a child can have up to four family members.
How do I change parent permissions for every family at once? Settings > Other Settings holds the school-wide switches for everyone added as a Parent, for example whether parents may update the profile details or the authorised pickups. Family Members are set one by one on the child's profile.
We say Parent 1 and Parent 2, not Mother and Father. Go to Settings > Other Settings, tick Use Gender-Neutral Labels and click Save. The parent sections on every profile switch to the neutral labels.
Can I add my own relationship types for emergency contacts? Yes. Go to Settings > Other Settings > Contact & Relationship Types, add the type and click Save. It then appears in the relationship dropdown.
How do I move children between rooms in bulk?
Create the new room first under Center Management > Rooms.
Go to Center Management > Students, tick the children, open Actions and choose Add Room, then pick the new room.
Tick them again, open Actions and choose Remove Room, then pick the old room.
Good to know: for an immediate bulk move, Add Room then Remove Room still applies.
Can I schedule a room move for next week without moving the child now? Yes. Schedule a student-level movement with the new program/room and the move date; the child stays in the current room until then.
Go to Programs > Room Movement and open the All Scheduled Movements tab.
Click Configure Student Movement at the top right.
Pick the student, the next program and room, and the movement date. Tick Update Rooms so the room changes with the program.
Submit. On the movement date the move appears on All Scheduled Movements for you to review and confirm.
Good to know: until the move is confirmed, attendance sheets and room lists show the child in the old room. You cannot print next week's sheet for the new room with the child on it ahead of time.
Can we move a child to another room for a short time? Yes. Go to Settings > Attendance and switch off Disable room change (under Enable/Disable Access), then use Move Room on the attendance screen. Teachers can be moved the same way if they have access to that room.
How do I rename a room, change its capacity or its age range? Go to Center Management > Rooms, click the three dots on the room and choose Edit Room or Capacity. Renaming needs the Rename Rooms permission.
Good to know: the age range cannot be changed after a room is created. Create a new room instead.
Is there a bus list or bus roster we can see on the web? Yes. Bus Tracking routes act as the roster: each route lists its students with pickup and drop-off times, driver and helper.
Go to Settings > Bus Tracking.
Add or edit a route and set the driver, helper and vehicle.
Use Enroll Students To Route, then set each student's pickup and drop-off time.
Good to know: Bus Tracking is a paid add-on on the Standard plan, so ask your account manager if you don't see it. You don't need to create a group per bus.
Can I file a document on a child that parents cannot see? No. Child Notes are staff-only but text only. Any uploaded document is visible to the parents.
When a child is withdrawn or graduated, can the parents still log in? No. The profile deactivates and the parents lose access; staff keep the records.
Good to know: marking a student Graduated also ends all their active programs.
Should I create a custom profile field for date of birth or gender? No. Use the standard field. A duplicate causes inconsistent data, and an inquiry form must map to the standard field for the answer to fill the profile.