Common Questions About Your Child’s Account

In this section you can find a range of answers to common questions about your child’s account. Select from the options below to find out more: 

 

 

 

 

How can I find out my child's school's login details?

Your child’s teacher, or other teachers at their school, will have the ability to print and share login cards which contain your child’s login details.  

 

If you’re uncertain of your child’s login details for an account linked to a school, you will need to speak to the teacher to access those details.

 

If you have already linked your child’s school account to your family account, you can find out how to view their login details here. Unfortunately, due to data security, Sumdog cannot provide login details. 

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My child has an account at school and another for home. Can I merge the two accounts?

It is not currently possible to merge user accounts. If your child has more than one account, we would recommend that you have your child continue using the most active account.

 

You can link your child’s school account to your Sumdog family account or vice versa. Find out more about linking family and school accounts here.

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I am receiving an error message that the username or password or school code is incorrect when I try to link my child’s school account.

If you are receiving an error message noting that the login details are incorrect, you should check with your child’s teacher to ensure that these details are up to date and have not been recently changed. 

 

It’s also worth attempting to login again while being aware of common mistakes such as replacing ‘o’ with ‘0’, as printed login details can sometimes be difficult to read. 

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When I try to add my child to my family it says that my child is already part of another family.

child_part_of_anpother_fam.png

A child account can currently only be linked to one family account. If you are attempting to add your child’s school account to your family, but are receiving an error message noting ‘This child is in a different family. Please remove them from that family first’, this means that the account is currently linked to another family.

 

It may be that another member of your family has already created a family account. Check in with other family members to ensure that this hasn’t been created without your knowledge. You can remove a child from an existing family account, or add your own parent account, using the handy guide here.

 

If you’re uncertain which account they might be linked to, you can have your child log into their account and view the listed family name. Follow these simple steps to check:

Step 1: Click ‘Profile’.


If the image of the Sumdog House is closed, you will need to open it from your parent account. You can find more details on how to do this here.

Screenshot__338_1.png
Step 2: Select ‘House’. Screenshot__339_1.png

Step 3: Once within the House, you will need to check your child’s profile. This can be found at the top right of the screen. 


If the panel is greyed out, the Sumdog House is closed. You will need to open it from your parent account. More details of this process can be found here.

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Step 4: The name of the family will be displayed in the box below their school name. Screenshot__300_1.png

If you’re still experiencing a problem then feel free to email us at support@sumdog.com and our team will be happy to investigate.

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How can I remove my child from a school’s account?

If your child is no longer attending a school which their Sumdog account is linked to, you will need to speak to the teachers at the school to have that account removed. Only teachers within a school have permissions to add or remove children linked to a school account. 

 

Any teacher with access to Sumdog and linked to the school account will be able to perform this task. They will be required to place your child’s account in the folder ‘Student’s no longer in my school’. This will then remove the account from the school.

 

If your child is moving to a new school, we would advise that the old school removes the account to avoid any confusion. They can link their account to the new school by following the guide here.

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How can I tell if my child’s account is linked to a school?

Every child or student account on Sumdog must be linked to either a school, family, or both, in order to remain active. 

 

If your child’s account is linked to your family, you will be able to log into your parent account and check to see if the account is linked to a school.

Step 1: Click ‘Settings’ at the top of your parent dashboard. mceclip0.png
Step 2: Click ‘EDIT’ in the ‘Children’ box. Screenshot__225_2.png
Step 3: If the account is linked to a school, the school name will be displayed next to your child’s name under the column named School. Screenshot__251_12.png

If your child is logging into an account which is not currently linked to your family, you will not have access to check this on your parent account. You can check to see which school is linked by logging into your child’s account. 

 

If however your child is logging into an account which is not linked to your family, it will not be displayed on your parent account. You would then need to have your child log into their account and:

Step 1: Select ‘Profile’. Screenshot__338_1.png
Step 2: Select ‘House’. Screenshot__339_1.png
Step 3: Click the box in the top right which displays their name. Screenshot__267_.png
Step 4: The name of the linked school will be displayed in the box on the top left of this profile screen. Screenshot__300_34.png

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Why is my child’s name appearing as ‘Name’?

Oops! Someone might have been caught out by our naughty-filter. Sumdog has a naughty name filter which will automatically display a flagged name as ‘Name’. Since we try to avoid any naughty names that might be obvious to schools and children around the world, this can sometimes happen by accident.

 

If this happens to your child, don’t worry! Simply email us at support@sumdog.com from the email address registered to your parent account, and our team will be happy to help assess the filters applying to your child’s name. 

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My child’s name has been misspelled, how can I correct it?

If your child’s account is also linked to a school, you will have to request that a teacher at the school edits their name to proper spelling.


If your child is linked only to your family account, and not to any school, you can email us at support@sumdog.com and our team will be able to help.

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My child is logging into their account but no data is showing on my parent dashboard

If there is no data available for your child on your parent dashboard, it might be they are logging onto an account that is not linked to your family.

 

Check that your child is using the correct login details for the account linked to your family. You can find out more about viewing your child’s login details here.

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My child is seeing my name when they log in

If your child is seeing your own name displayed on screen when they log in, this means that they are logging into your parent account instead of their child account. This also means their progress and standards testing won’t be appropriately tracked, and won’t be delivering the best learning experience as they play.

 

Please check to ensure your child is inputting their own login details. It may be they are clicking ‘Play Now’ in the Play box on your parent account, which goes directly to playing games on your account. You can find your child’s login details using the guide here.

 

Another common reason for this can be that your login details have been automatically saved on your computer, which then automatically logs your child into your account when they access Sumdog. 

 

Check your browser’s saved passwords, and disable auto-logins for Sumdog, and see if this fixes the problem. 

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Any questions? Email support@sumdog.com

 

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