Let edunile support into your school
When you need help, you can let the edunile team sign in to your school for a few hours or days. Here is how to turn it on, what support can and cannot do, and how you see everything they changed.
Sometimes the quickest way for edunile to fix something is to look at it from inside your school — for example when promotions will not go through, or a report does not add up. Support access lets the edunile team sign in to your school as one of your staff for a short time. Only the school's Owner can turn it on, you choose how long it lasts, and you can switch it off at any moment.
Nobody from edunile can quietly look around. You get an email every time support signs in, every change they make appears in your Audit Log marked via edunile support, and there are things support is never allowed to do, even when signed in as you.
Steps
Open Security settings
Go to Settings, then click Security. Scroll down to edunile support access.
Choose how long, then turn it on
Pick 24 hours, 3 days or 7 days, then click Turn on. Choose the shortest time that will do — you can always turn it on again.
Tell edunile what you need
Reply to the email or WhatsApp conversation you already have with us, and say what is wrong. When someone signs in, you will get an email saying who signed in, which of your staff they are signed in as, and why.
Check what was changed
Every session is listed on the same card. Click See the changes made, in your Audit Log to see exactly what support did during that session — nothing else is mixed in.
Switch it off when you are done
Click Switch off now. If someone from edunile is still signed in, they are signed out straight away. Access also switches itself off when the time you chose runs out.
What support can and cannot do
Support signs in as one of your staff, so they can do what that person can do — for example fix a class, re-run a promotion or check a report. Each session lasts at most one hour.
Support can never, even when signed in as you:
- change your plan or subscription
- change where fee payments are paid out, or your payment settings
- hand the school to someone else
- ask for the school to be deleted
- turn support access on or make it last longer
Those stay with you.
If you did not turn access on
In a real emergency — for example if parents cannot pay fees and you cannot be reached — edunile can sign in without your permission. When that happens:
- your email says clearly that it was an emergency override and why
- the session is marked Emergency override on the support access card
- everything done is recorded in your Audit Log, the same as any other session
If you get one of these emails and were not expecting it, reply to it straight away.
Common issues
- I cannot see edunile support access in Security settings
Only the school's Owner can see it. If you are a School Admin but not the Owner, ask the Owner to turn it on, or ask them to hand ownership to you from the Staff Room.
- Support says they cannot get in, but I turned access on
Check the card still says on — access switches off by itself when the time you chose ends. Turn it on again if it has run out.
- I see changes in the Audit Log that say via edunile support
Those were made by the edunile team while signed in to help you. Open the change to see who from edunile made it and why. If anything looks wrong, reply to the email you received when they signed in.