This guide covers common questions about installing Illumine, signing in, notifications, accessing features, and troubleshooting app or website issues.
1. App Installation & Login
Which Illumine app should I install?
The app you need depends on your device:
Android: There is one app called Illumine. It opens as the Staff or Parent experience depending on who signs in.
iOS (iPhone/iPad): There are two separate apps:
Illumine School (also called Illumine for Teachers) for Staff.
Illumine for Parents for families.
Computer: US schools can access the web dashboard at us.illumine.app.
Good to know: If the same email address is linked to both a Staff profile and a child's profile, you can switch between them using Switch Profile under the profile icon.
Where can I find Switch Profile?
The Switch Profile option is available under the profile menu.
Click the profile icon in the top-right corner.
Select Switch Profile.
Choose the profile you want to access.
Can parents use Illumine on a computer?
Yes, parents can access some features through the web version.
The parent web view includes:
Timeline
Lessons
Messages
Calendar
Profile
However, some features are available only through the mobile app, including:
Invoices
Forms
Leave requests
For these features, parents should use the Illumine mobile app.
2. App & Website Performance
Illumine keeps logging me out or runs very slowly on the web. What should I do?
Try the following troubleshooting steps:
Clear your browser's cache and cookies, then reload Illumine.
Close any additional Illumine tabs and keep only one open.
Try accessing Illumine in a private or incognito window.
If the issue continues, try a different browser or device.
Check your internet connection and speed.
Still experiencing slow loading?
If a page consistently takes 30 seconds or longer to load, please share the following details with our Support Team:
Browser name and version
Device being used
Specific pages that are loading slowly
This will help us investigate the issue further.
Can I access the Illumine dashboard using a phone or iPad browser?
The Illumine web dashboard is designed for desktop and laptop screens.
For the best experience:
Use the mobile app on your phone or tablet.
Use a desktop or laptop to access the web dashboard.
Some pages may not display properly when accessed through a tablet or phone browser.
The Android app keeps buffering and won't load, even on Wi-Fi. What should I do?
Try these steps:
Switch from Wi-Fi to mobile data to check whether the issue is related to your Wi-Fi network.
Log out of Illumine and sign back in.
Check the Google Play Store for any available app updates.
Good to know: If Illumine works correctly on the website using the same network but not in the Android app, the issue may be related to the device or app version.
3. Notifications
A Staff member has stopped receiving push notifications. What should I check?
One common reason is that the same Illumine login is being used on multiple phones. Illumine supports one active device per person for push notifications, so signing in on another device can affect notification delivery on the previous device.
Ask the Staff member to:
Log out of Illumine on all devices.
Sign in only on the phone they regularly use.
Tap the notification bell.
Open Phone Notifications.
Send a test notification to check whether notifications are working.
A parent taps a notification but sees an error or an empty screen. Why?
This can happen when two parents are signed in to different accounts on the same phone. The notification may belong to the other parent's account.
We recommend that each parent:
Uses their own device to access Illumine, or
Logs out and signs in to the correct account before opening the notification.
4. Posts & Activity Updates
A post is showing the wrong time, such as PM instead of AM. How can I fix this?
First, check the time selected by the Staff member when creating the post. If all posts are showing an incorrect time or are consistently off by several hours, the account timezone under Settings > School Details may not match the device timezone.
If the account timezone needs to be corrected, please contact our Support Team for assistance.
How much content can I upload in one post?
You can upload approximately 520 MB of photos and videos combined per activity.
5. System Status & Outages
Is Illumine down?
If you are experiencing issues accessing Illumine, check the following:
Look for any service announcements or outage updates in the banner inside Illumine.
Check the Support Messenger for updates about ongoing issues, including upstream service disruptions such as Cloudflare outages.
If there are no outage announcements and the website is working normally, the issue may be specific to your device, browser, or network.
For website performance issues, refer to the troubleshooting steps in the App & Website Performance section above.
If the issue continues, please contact our Support Team with the details of what you're experiencing.