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Parent Orbit App FAQ

I cannot find my welcome email, or it has expired. 

If you did not receive your welcome email or it has expired: 

  1. Contact your school's admin staff to request a new welcome email.  

Note: The welcome email expires after seven days. 

How can I update my email address? 

1. You can update your email address in the Parent App under your Address Details section.  

  • Once submitted, our staff will process.
  • You will receive an updated Welcome Email mentioning your new username. 

2 . If a parent or caregiver does not have an email address listed, the primary account holder can update the details within the app.  

  • Once submitted, our staff will process.
  • You will receive an updated Welcome Email mentioning your new username.

3. If you need assistance, contact your school's admin staff. 

How can I reset my password? 

  1. You can reset your password from the mySPCC Login, or from within mySPCC by navigating to Change Password.
  2. If the reset does not work, please contact your school's Reception team for assistance. 
  • You will receive an email with a reset link, which is valid for one hour and can only be used once.
  • If the link expires, you can submit a new reset request. 

The system is telling me that my "Account is Locked" 

  1. Please ensure that you are using the registered email address as displayed on the welcome email
  2. If this presents a different username to the registered email, please clear the browser cache of the device (see instructions below)
  3. If none of these steps resolve your issue, please contact your school's Reception team.  

“Error message: “The verification code is unknown, a reset code has been sent” 

  1. A password reset link can only be used once, if you have tried to reset your password and used the link but were not successful, call our admin staff for support.  
  2. You may also be experiencing sign-in issues due to credentials that have been saved on your devices. 
  3. Please clear your cache (see instructions below) 

I am (or was) a staff member 

You may be experiencing sign-in issues due to credentials that have been saved on your devices.  

  1. Please clear your cache (see instructions below) 

I have used my mobile device to access mySPCC previously

You may be experiencing sign-in issues due to credentials that have been saved on your devices.  

  1. Please clear your cache (see instructions below) 

How do I clear my cache? 

If you are experiencing sign-in issues, especially if you are a staff member who has previously signed into mySPCC, clearing your cache may resolve the issue. This is particularly helpful if you see an "Account Locked" message. 

This is a 2-stage process: 

  1. First, clear the App Cache
  2. Second, clear your browser Cache 

1. Clearing the App Cache 

  • Delete the Parent App from your device.
  • Reinstall the Parent App using the App Launch page or App Store. 

2. Clearing Cache in Browsers 

Safari (iOS - iPhone/iPad) 

  1. Open Settings > Apps > Safari.
  2. Tap Clear History and Website Data. 

Safari (MacOS) 

  1. Open Safari > Preferences.
  2. Go to the Privacy tab.
  3. Click Manage Website Data....
  4. Select SPCC-related data, then click Remove or Remove All.
  5. Confirm by clicking Remove Now. 

Google Chrome (All Devices) 

  1. Tap the three-dot menu on the right of the address bar.
  2. Select Delete browsing data. 
  • To delete history (including open tabs), choose a duration and tap Delete data. The default duration is 15 minutes.
  • To select specific types of data to delete, tap More options, choose the data, and tap Delete data. 

Note: Deleting cookies while signed into Chrome will not sign you out of your Google Account. 

Microsoft Edge (Windows) 

  1. Open Microsoft Edge.
  2. Click the three-dot menu in the top right corner.
  3. Select Settings.
  4. Go to Privacy, Search, and Services.
  5. Under Clear browsing data, click Choose what to clear.
  6. Select All time from the dropdown menu.
  7. Check the boxes for: 
  • Cached images and files
  • Cookies and other site data
  • Browsing history
  • Download history 

  8. Click Clear now. 

 Once the cache has been cleared, you should be able to sign back into mySPCC or the Parent App without issues.