Having trouble signing in, accessing features, or receiving notifications? Find answers to common login, permissions, and notification questions below.
These instructions are based on the US dashboard (us.illumine.app).
1. Login & Account Access
A. Staff Login
I am unable to log in as a Staff member. What should I do?
Try the following steps:
Check the correct platform:
US Web Dashboard: us.illumine.app
iOS: Use Illumine School (also called Illumine for Teachers).
Android: Use the Illumine app.
Note: The sign-in page at school.illumine.app is for schools outside the US and will not recognize US account credentials.
Sign in with Google or Microsoft: If your Illumine profile uses a Google or Microsoft email address, select the corresponding sign-in option. Make sure you're using the same email address linked to your Illumine profile.
Reset your password: If you're signing in with an email and password, click Forgot Password? on the sign-in page. Check your inbox and spam folder for the reset link.
Phone verification code not received: If you've requested too many codes, your device may be temporarily blocked due to unusual activity. Wait before trying again or sign in using your email instead. Reinstalling the app will not reset this block.
Can log in but cannot access certain features? This may be related to your Staff role permissions. Please refer to the Staff Permissions & Access section below.
B. Parent Login
I am unable to log in as a Parent. What should I do?
Try the following steps:
Install the correct app:
iOS: Use Illumine for Parents.
Android: Use the Illumine app.
Check your login details: Your login email address or phone number must match the details entered by the school in your child's profile.
Account does not exist: If you receive this message, ask the school to verify that your email address or phone number has been entered correctly in your child's profile.
Request an invitation: The school can resend your invitation from Reports > Parent App Installation Report > Invite.
Phone verification code not received: If you've requested too many codes, your device may be temporarily blocked due to unusual activity. Wait before trying again or contact the school for assistance.
Check your child's enrollment status: If your child is marked as Withdrawn or Inactive, parent access is disabled. If the child is marked On Hold, access remains available.
Good to know: If the same email address is linked to both a Staff profile and a child's profile, you can switch between the two profiles using Switch Profile under the profile icon.
2. Staff Permissions & Access
A Staff member gets "Permission Denied" or cannot see a menu item. How can I fix this?
This is usually related to the permissions assigned to the Staff member's role.
Navigate to Settings > Access Control.
Find the relevant role, such as Teacher or Finance Admin.
Click the three-dot menu next to the role and select View Permissions.
Select the relevant section on the left, such as Center Management, Messages, or Billing.
Enable the required permission and click Save.
Ask the Staff member to log out and log back in.
Good to know: Some commonly requested permissions include:
Staff Attendance Check-in
Rename Rooms (Center Management > Rooms)
View Activities
Edit System Email Templates
Edit Newsletter Drafts
Feedback (previously called Concerns)
View or Reply to Shared Messages from Parents
3. Notification Preferences
Where can I find my notification preferences?
Notification Preferences are available from your profile menu on the web and through the notification section in the mobile app.
On the web:
Click your profile picture in the top-right corner.
Select Notification Preferences.
On the mobile app:
Tap the bell icon.
Tap the settings icon.
You can manage notifications by module and choose whether to receive each notification as a Push notification or an In-App notification.
Good to know: The bell icon on the web dashboard only displays unread notification counts. To manage notification settings, use your profile picture menu.
Push or banner notifications are not arriving on my phone. What should I do?
Push notifications are delivered through the mobile app, not the website.
Try these steps:
Log out of the Illumine mobile app and sign back in.
Tap the bell icon.
Tap the icon between Search and Settings.
Check whether Phone Notifications is enabled.
Tap Send Test Notification to check whether notifications are working.
Good to know: If you cannot enable Phone Notifications, first allow notifications for Illumine in your phone's device settings.
A Floater Staff member is receiving too many notifications. What can I do?
You can keep the Staff member's existing room access and ask them to customize their own Notification Preferences.
They can switch off notifications they don't need without losing access to those classrooms.
4. Staff & Parent Profile Details
Can a Staff member change or remove the email address on their own profile?
An email address or phone number linked to a Staff profile is used for login. It can be changed to another email address or phone number, but it cannot be removed or hidden.
Staff members without the Edit Staff Profile permission cannot update their own profile details. The school admin will need to make these changes.
Good to know: Deleting a Staff profile requires written confirmation from the school admin.
Can parents change their own email address or phone number?
No. Parents cannot directly change their login email address or phone number.
The school admin needs to update these details from the parent's information linked to the child's profile.
How can I change my profile photo on the web dashboard?
Click your profile picture in the top-right corner.
Select View Profile.
Click the camera icon on your profile photo to upload a new picture.
Good to know: If you don't see the camera icon, your role may not have the Edit Staff Profile permission. Please contact your school admin.
5. Parent Access on the Web
Parents using a computer cannot find invoices, forms, or leave requests. Where are they?
These features are available only through the Illumine mobile Parent App.
Parents can access the following sections on the web:
Timeline
Lessons
Messages
Calendar
Profile
To access the other features, parents need to use the mobile app:
Invoices: Profile > Fee Payments
Forms: Connect > Forms
Leave Requests: Connect > Leaves > Apply Leave
6. Subscription & Billing
Where can I find invoices for our Illumine subscription?
You can access your Illumine subscription invoices from your account menu.
Click your profile picture in the top-right corner.
Select My Account.
Good to know: These invoices are separate from parent tuition invoices, which are managed under Tuition & Billing.