Quick answers to common questions about student profiles, family access, authorized pickups, room assignments, and permissions for US schools.
Dashboard: us.illumine.app
1. What do Active, Signed Up, On Hold, Withdrawn, and Inactive mean?
Each student status represents a different stage in the child's enrollment:
Active: The child is currently enrolled and has full access to Illumine features.
Signed Up: The child is registered for a future start date. The family can be invited, and invoices can be generated.
On Hold: The child's enrollment is temporarily paused, for example, during a summer break. Parents retain access to the Parent App.
Withdrawn: The child has left the school. The profile and records are retained, but parent access ends.
Inactive: The child is no longer active at the school. The profile and records are retained, but parent access ends.
To update a student's status:
Go to Center Management > Students.
Select the child.
Open Actions and choose Update Status.
Select the required status.
Good to know: When a child leaves, use Withdrawn instead of deleting the profile. Deleted profiles cannot be recovered.
2. How do I transfer a child to another center?
You can transfer a child's profile directly from the Students section.
Go to Center Management > Students.
Select the child you want to transfer.
Open Actions and choose Transfer Student.
Select the destination center and complete the transfer.
The child's status at the original center changes to Transferred, and the existing records remain there. A new profile is created at the destination center.
3. I accidentally deleted a student and recreated their profile. Now the child appears twice. What should I do?
Please do not delete either profile.
Share both profile names and the center name with the Illumine Support team. They can merge the duplicate profiles from the backend while retaining the original profile's invoice and payment history.
4. How do I link siblings in Illumine?
You can link siblings using either of these methods:
From an existing profile: Open the child's profile and click Add Sibling.
While adding a new child: Enter the same parent phone number and email address used for the sibling's profile. Accept the prompt to link the children.
5. An authorized pickup collects two siblings but has two different kiosk PINs. How can I fix this?
Make sure the same phone number and email address are entered for that authorized pickup on both children's profiles.
Illumine will then recognize them as the same person and use one kiosk PIN. During check-in, they will be able to select which child they are checking in or out.
Good to know: If the PINs are still different after updating the details, contact Support to have them synced. Allow a minute for the update, then reload the page.
6. Can an authorized pickup use the Parent App?
No. Authorized pickups can only check children in or out using their kiosk PIN.
If you want a grandparent or another family member to have access to the Parent App, add them as a Family Member instead.
Follow these steps:
Open the child's profile and scroll down to Family Members.
Click Add Family Member.
Enter their name, relationship, and email address or phone number.
Select the information they are allowed to access:
Activity Feed
Attendance
Student Profile
Calendar
Forms
Bus Tracking
Keep Send Invite enabled and click Submit.
They will receive an invitation to access the Parent App.
Good to know: A child can have up to four family members.
7. How can I change parent permissions for all families at once?
You can manage school-wide parent permissions under Settings > Other Settings.
This section contains settings that apply to everyone added as a Parent, such as whether parents can update profile details or manage authorized pickups
Good to know: Family Member permissions are different. These must be configured individually from each child's profile.
8. Can I use Parent 1 and Parent 2 instead of Mother and Father?
Yes. You can enable gender-neutral labels for parent sections across all student profiles.
Go to Settings > Other Settings.
Select Use Gender-Neutral Labels.
Click Save.
The parent sections on student profiles will then use neutral labels.
9. Can I add custom relationship types for emergency contacts?
Yes. You can add your own relationship types.
Go to Settings > Other Settings.
Open Contact & Relationship Types.
Add the required relationship type.
Click Save.
The new option will appear in the relationship dropdown when adding a contact.
10. How can I move multiple children between rooms in bulk?
You can move children in bulk by adding them to the new room and then removing them from the old room.
Follow these steps:
First, create the new room under Center Management > Rooms.
Go to Center Management > Students.
Select the children you want to move.
Open Actions, choose Add Room, and select the new room.
Select the same children again.
Open Actions, choose Remove Room, and select the old room.
Good to know: There is no single action to replace a room assignment. You must add the new room first and then remove the old one.
11. Can I temporarily move a child to another room?
Yes. You can temporarily move children between rooms using the attendance screen.
Go to Settings > Attendance.
Under Enable/Disable Access, switch off Disable room change.
Use Move Room on the attendance screen to move the child to another room.
Staff can also be moved in the same way, provided they have access to the destination room.
12. How do I rename a room or change its capacity or age range?
Go to Center Management > Rooms.
To rename a room, click the three dots next to it and select Edit Room. This requires the Rename Rooms permission.
To change the room capacity, click the three dots and select Capacity.
Good to know: A room's age range cannot be changed after it has been created. If you need a different age range, create a new room.
13. Can I upload a document to a child's profile without parents being able to see it?
No. Uploaded documents on a child's profile are visible to parents.
If you need to add staff-only information, you can use Child Notes, but this feature supports text only and does not allow document uploads.
14. When a child is withdrawn or graduated, can their parents still log in?
No. When a child's profile is withdrawn or marked as graduated, the profile is deactivated and parents lose access. Staff can still access the child's records.
Good to know: Marking a student as Graduated also ends all their active programs.
15. Should I create a custom profile field for a child's date of birth or gender?
No. Use the standard Date of Birth and Gender fields instead of creating duplicate custom fields.Creating duplicate fields can lead to inconsistent information across the child's profile.
Good to know: If you collect this information through an Inquiry Form, make sure the form fields are mapped to the corresponding standard system fields so the answers populate the child's profile correctly.