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Most issues in Edustream have a straightforward cause and a quick fix. The guides below walk you through the most frequently reported problems, organised by area of the platform. Work through the relevant steps before raising a support ticket — in many cases you will resolve the issue in under two minutes. If a problem persists after following the steps, contact the Edustream support team with a description of what you tried.

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Academics

Likely cause: One or more subject scores for students in the class are still blank. Edustream requires all score fields to be filled before it can compile and generate a report card.Fix:
  1. Open the Assessment module and navigate to the relevant class and term.
  2. Scan each subject’s score sheet for any empty cells — blank fields are highlighted in red or shown with a dash.
  3. Enter the missing scores or, if a student was absent for an assessment, enter a valid zero or the appropriate notation per your school’s policy.
  4. Once all score fields are filled, return to the Report Cards screen and attempt to generate again.
If the error persists after filling all scores, check that the grading scale and subject configuration for the class are correctly set up in Settings → Academics.
Likely cause: One or more students in the class have incomplete scores. Edustream calculates class positions by ranking all students in the set, so if some students have missing scores their totals are artificially low, which skews every other student’s position.Fix:
  1. Go to the Assessment module and open the score sheet for the affected class and term.
  2. Review every student’s row across all subjects and ensure there are no blank score fields.
  3. Fill in any missing scores and save.
  4. Return to Report Cards and regenerate. Positions are recalculated automatically once all students have complete scores.
Do not generate and distribute report cards while any student in the class still has incomplete scores. Even one blank score can produce incorrect positions for the entire class.

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Finance

Likely cause: The payment method and timing affect how quickly transactions are confirmed.
  • Card payments and Paystack/Flutterwave gateway payments usually reflect within a few minutes of a successful transaction.
  • Bank transfers require manual bank processing and may take longer, depending on the sending bank.
Fix:
  1. Ask the parent or payer for the payment reference number or a screenshot of the confirmation from their bank or payment gateway.
  2. Open the student’s account in Finance → Ledger and check the transaction history for a pending or unconfirmed entry.
  3. If a gateway payment (Paystack/Flutterwave) shows as pending for more than 30 minutes, check the transaction status in Finance → Payment Gateway Reconciliation.
  4. For bank transfers, confirm receipt in your school’s bank account and manually record the payment in the ledger if the gateway has not auto-reconciled it.
If a payment was debited from the payer but has not appeared after following the steps above, contact Edustream support with the transaction reference for investigation.
Likely cause: Payment gateway reconciliation can take a few minutes after a successful top-up transaction.Fix:
  1. Wait 5–10 minutes after the top-up transaction completes before concluding there is a problem.
  2. After the waiting period, ask the parent to open Wallet → Transaction History in the Parent Portal and refresh the page.
  3. If the top-up still does not appear, confirm that the payment was actually debited by checking the parent’s bank statement or card transaction history.
  4. If the payment was debited but the balance has not updated after 15 minutes, contact Edustream support with the transaction reference and timestamp.

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Communication

Likely cause: The guardian’s phone number or email address is missing or incorrectly entered in their profile. Edustream sends attendance alerts to the contact details stored in the student record — if those details are wrong, the notification has nowhere to go.Fix:
  1. Open the Students module and find the relevant student’s profile.
  2. Click on the Guardian tab and review the contact details for each linked guardian.
  3. Check that a valid phone number and email address are entered. Correct any typos or outdated details.
  4. Save the changes and test by marking the student absent. The notification should dispatch within seconds to the updated contact.
Attendance notifications are an Operations+ feature. If your school is on the Core plan, real-time attendance alerts are not available. Contact Edustream sales to enquire about upgrading.

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Account & Access

Likely cause: The parent is using the wrong email address, or a password was never set during student enrollment.Fix:
  1. Ask the parent to confirm they are using the exact email address provided to the school at enrollment — email addresses are case-insensitive but must otherwise be exact.
  2. If the parent has never logged in before, their password may not have been set. As an administrator, open the student’s profile in the Students module, go to the Guardian tab, and click Reset Portal Password next to the relevant guardian. This sends a password setup link to their registered email.
  3. If the parent’s registered email address is incorrect (e.g., a typo was made at enrollment), update it in the guardian profile first, then trigger the password reset.
  4. Ask the parent to check their spam or junk folder if the reset email does not arrive within a few minutes.
Fix:
  1. On the Edustream login page, click the Forgot Password link below the sign-in button.
  2. Enter the email address associated with the account and click Send Reset Link.
  3. A password reset link will be sent to that email address. Click the link in the email and follow the prompts to set a new password.
  4. If the reset email does not arrive within a few minutes, check the spam or junk folder.
  5. If the email address is no longer accessible (e.g., a staff member’s work email after departure), an administrator must update the email address in the user’s profile before triggering a new reset.
Administrators can also reset any staff or parent account password directly from the user’s profile in the Users or Students module without waiting for the user to initiate the process.