Technology

Issue: You’ve never received an invitation or have not yet set up your Parent Portal account.

Cause: Your account hasn’t been created.

Fix:

1. Look for an email from do_not_reply@lightspeedsystems.com with the subject line Filter Portal Weekly Report

2. Open the email and click Create Account.

3. Follow the on-screen steps to set your password.

4. Check your inbox for a verification email and click the link to confirm your account.

5. Return to the login page and sign in with your verified email address.

Tip: If you don’t see the invitation, check your email filtering rules/software, Spam, Junk, or Promotions folder and add do_not_reply@lightspeedsystems.com to your Safe Senders or contacts list.

Issue: You created an account but see a message that “You already have an account”.

Cause: The verification email was missed or sent to spam.

Fix:

1. Confirm your email address was entered correctly during setup.

2. Search your inbox for “Lightspeed” or “Account Verification.”

3. Look for a message from do_not_reply@lightspeedsystems.com.

4. Add that address—or the full domain @lightspeedsystems.com—to your Safe Senders list.

5. Click the Verify Email link inside the message.

6. If you still can’t find it, request a new verification email from the login page.

Issue: You see an “invalid email or password” message.

Cause: The email address is mistyped or different from the email address on file.

Fix:

1. Confirm your email address has been typed correctly

2. Ensure it’s the same email address your school has on file.

Issue: You see an “invalid email or password” message.

Cause: The password is mistyped or out-of-date.

Fix:

1. On the login page, click Forgot Password?

2. Enter your registered email address.

3. Open the password reset email and follow the link provided.

4. Choose a new password and sign in again.

Note: Passwords are case-sensitive. Watch for capital letters or extra spaces.

Issue:

You previously had access to the Parent Portal but can no longer log in, even though your email address and password are correct.

Cause:

Your email address may have been changed or updated in your school’s parent contact records. When this happens, your account link to the school’s data system can be temporarily disconnected.

Fix:

1. Contact your child’s school to confirm that your email address is still listed as a parent contact.

2. Once your email is re-added, you can log in again using the same credentials if your email address remains the same.

3. If your email address has changed, create a new Parent Portal account using your updated email and verify it through the confirmation email.

Issue: You do not see your student listed in Parent Portal.

Cause: The school’s student record does not match the one in Lightspeed.

Fix:

Ask your school to confirm your student’s current school email address. Once corrected, the information will automatically update in your Parent Portal.

Issue: You have students in more than one district using Lightspeed Parent Portal and don’t see the desired student when you log in.

Cause: Each district uses the same email and password, but have different Parent Portal URLs and send separate reports.

Fix: Make sure you are using the correct Parent Portal URL for the district you are trying to log into.

Note: Multi-district accounts do not prevent weekly reports from sending—you’ll receive one report per district.

Issue: You no longer receive Lightspeed messages.

Causes:

• The email address is incorrect or outdated.

• The emails are marked as spam or blocked by your provider.

Fix:

1. Add do_not_reply@lightspeedsystems.com to your Safe Senders or contacts list.

2. If available, whitelist the domain: @lightspeedsystems.com.

3. Check your Spam, Junk, or Promotions folder.

4. Search for “Lightspeed Weekly Report.”

5. Review any inbox filters or rules that may redirect messages.

6. If you recently changed email addresses, notify your school to update their records.

Tip: Weekly Reports are usually delivered on Sunday evening. Try searching for that date range.

Issue: You stopped receiving reports after clicking “Unsubscribe.”

Fix:

1. Sign in to the Parent Portal

2. Select your name in the lower left corner

3. Select “Subscribe to weekly email”

Reports will resume in the next cycle.

Issue: A schedule such as Focus Time or Bedtime does not appear to apply.

Cause:

• The device is considered “in school” based on district After School Rules.

• The schedule time has expired.

• The device is not connected to the internet.

Fix:

1. Confirm the current time is within the schedule window and the student device has the correct time set.

2. Ensure the device is off the school network if your district uses Off-Campus rules.

Issue: A website added to the Custom Block List is still accessible.

Cause:

• The schedule is not active.

• The domain was entered incorrectly.

Fix:

1. Confirm the schedule is active.

2. Enter only the domain (example.com), not the full URL.

3. Refresh the browser and try again.

Issue: Turning off a category (such as Social Media or YouTube) does not immediately block access.

Cause:

• Changes may take a few minutes to sync.

• The device is currently considered in-school.

• The site is not classified under that category.

Fix:

1. Wait a few minutes and refresh the page.

2. Confirm the device is in after-school mode.

Issue: There's no Screen Time tab in Parent Portal.

Cause: Your school hasn't enabled Screen Time, or the district doesn't have the required Lightspeed Insight and SmartSync setup.

Fix: Contact your school to confirm whether Screen Time is enabled for your district.

Issue: Your Screen Time numbers don't match your Web Activity numbers.

Cause: Screen Time comes from Lightspeed Insight (app activity). Web Activity comes from Filter (web traffic). This is expected, not an error.

Issue: Your child's daily average screen time seems higher than expected.

Cause: The daily average only counts active school days. Absences, weekends, and holidays are excluded from the calculation, so a student with recent absences may show a higher average than expected. This is expected behavior.

Issue: Screen Time data for a Mac or iPad is missing or incomplete.

Cause: Windows and Mac native app data starts in August 2026. iOS/iPadOS is not currently included. Coverage is expanding over time; this is expected, not an error.

Issue: Named app totals in Most Used Apps don't add up to your total screen time.

Cause: Apps not in Lightspeed's app library are grouped into a single "Unknown apps" line. The gap between named apps and the total is expected.