Get help with your account

Call your school office using its usual number, or email its published support address. Tell them what happened, the support code, and the request reference if one is shown. Do not send a screenshot of a sign-in URL; it may contain private sign-in information.

If you locked your account

Say: “I locked my DismissalCue account and need a protected recovery review. Support code ACCOUNT-LOCKED.” All application sessions end when the lock succeeds. Signing in again cannot remove the lock. Recording a recovery contact does not unlock the account.

If pickup is today, ask the school to arrange supervised pickup using its established verification procedure. Restoring account access does not automatically restore pickup permission.

Never share passwords, authenticator codes or recovery codes with staff. Use the school’s approved secure process for any identity documents.

School office: what to do

Support codes explain the next review step; they are not proof of identity, permission to unlock an account, or an approved recovery reference. Verify the adult through existing school records and an independently trusted contact process before discussing account details. Do not rely on a phone number or email address supplied in the request alone.

• ACCOUNT-LOCKED / ACCOUNT-REVIEW: Have an authorized school recovery officer check the adult’s current account status and campus relationship. A lock needs protected recovery; a withdrawn role or missing invitation needs the relevant access review. Do not create another account to bypass a hold.
• RECOVERY-REVIEW: Check that the school approval is current and unexpired, all old sign-in factors were replaced after approval, a later sign-in verified the replacement factor, and all trusted-contact security notices have SMTP receipts. Escalate notification failures to technical operations; do not mark undelivered notices as accepted.
• SIGNIN-RESTART / ACTION-REVIEW: Ask the adult to return to the account page and verify their identity again. If it still fails, check for an account hold or changed school access. Escalate the request reference to technical support when needed.
• SIGNIN-WAIT: Wait five minutes. Do not disable sign-in protections; escalate repeated failures.
• SERVICE-UNAVAILABLE / REQUEST-CHECK: Check the service status with technical support and provide the request reference. Confirm whether an uncertain action committed before repeating it.

Protected recovery checklist for authorized staff

1. Verify identity, school relationship and the reason for recovery through the approved school procedure. Confirm that account and pickup holds are in place.
2. An authorized recovery officer uses a fresh passkey sign-in to approve the campus-scoped recovery case. Record a verification reference without passwords, codes or document images.
3. A separately authorized identity-provider operator replaces old credentials through the approved provider process. The adult enters their own new credentials and verification codes; school staff must not collect them.
4. Check trusted-contact security notification status. Give the adult the school-approved recovery reference through the verified support process. Have them choose “Continue school-approved recovery” on the account page, verify the replacement factor, then sign in again.
5. A different authorized officer reviews pickup rights and grants the separate campus-specific pickup clearance. Account recovery alone is not permission to release a child.

These actions require approved staff access. If your school does not yet have the recovery workflow available, escalate to the designated identity support team; this help page cannot approve or perform recovery.