Technical Support
What should I do if I encounter errors during payment processing, or if payments fail to reflect properly in the system?
If you encounter errors during payment processing, verify your payment details and try reprocessing the payment after a short interval. If the payment fails to reflect in the system, it should be manually updated after confirming the transaction. For ...
What should I do if the 21K School application crashes on my mobile or tablet device?
If the 21K School application crashes on your mobile or tablet device, ensure that your device’s operating system is up to date. Clearing the app cache or reinstalling the application might resolve the issue. If crashes persist, try using a different ...
How do I correctly upload and submit documents such as answer sheets or assignments on platforms like AssesPrep?
To upload and submit documents on platforms like AssesPrep, follow the step-by-step instructions provided in the platform’s help section. Make sure the files are in the correct format and size. If issues arise, try using a different browser or ...
How do I manage cases where my child is unable to connect audio or video on Zoom, or if there are issues with screen sharing?
If your child is facing issues with audio, video, or screen sharing on Zoom, check the device settings to ensure the correct input/output devices are selected. Reinstalling the Zoom app or updating the device’s drivers may help. If problems continue, ...
What should I do if previous or current year’s books, assignments, or materials are not accessible on the portal?
If books, assignments, or materials are not accessible, make sure the correct academic year is displayed in the portal. If the materials are still missing, escalate the issue to the academic team via the LMS portal to verify the content upload. ...
How do I resolve issues where my child cannot access or download class recordings from the portal?
Students cannot download recordings but can access them throughout the year on the portal. If there’s an access issue, ensure the recordings were properly uploaded and check for browser or internet issues.
What should I do if I have issues with Oxford Advantage or other educational platforms integrated with the 21K portal?
If you face issues with platforms like Oxford Advantage, check the portal link and contact support for further help. Since these platforms are integrated, no additional login credentials are needed.
How do I resolve device compatibility issues, particularly with MacBooks and tablets, that prevent access to necessary applications?
To resolve device compatibility issues, ensure that all necessary applications (like Zoom or the Browser) are updated to their latest versions. If compatibility issues continue, consider using an alternative device or adjusting your device settings
What should I do if my child encounters errors while submitting assignments or joining classes due to time zone differences?
Ensure your device’s time zone is correctly set. Class schedules and assignment deadlines should match your local time. If issues persist, adjust the device’s time zone settings or contact support via the LMS portal for assistance.
How can I access and download the Report Card (RC) and other essential documents from the portal?
You can access and download the Report Card (RC) by logging into the portal and navigating to the “Reports” section. If you encounter difficulties, try clearing your browser cache or using a different browser.
How do I resolve issues where TL classes are not assigned to my child, or if I want to request a batch change?
If TL classes are not assigned to your child, or if you wish to request a batch change, verify your child’s current enrollment status and payment confirmation in the CRM. Once verified, you can request the class assignment or batch change through the ...
What should I do if class recordings are missing or not reflecting on the portal?
If class recordings are missing or not reflecting on the portal, first check with the teacher to see if the recordings were uploaded. If they were, try clearing your browser cache or refreshing the portal.
How do I troubleshoot and resolve portal loading issues or errors?
If you’re experiencing portal loading issues, try clearing your browser cache and accessing the portal using a different browser or device. If the problem continues, it could be due to server issues, in which case you should report it to IT support ...
What should I do if I can’t upload assignments or homework to the portal?
If you’re unable to upload assignments or homework to the portal, first check that the file size and format meet the portal’s requirements. If the problem persists, try uploading from a different browser or device.
How do I update my child’s personal details, such as name or address, on the portal?
To update your child’s personal details, such as their name or address, log into the portal, navigate to the ‘Profile Section’, and submit a request for the changes. These changes usually require administrative approval and verification. If you are ...
How do I resolve issues where my child is unable to view or join the main class links on the portal?
If your child is unable to view or join main class links on the portal, try refreshing the page or clearing the browser cache. If the problem persists, contact technical support via the LMS portal for further assistance.
What should I do if the Zoom app is not downloading or logging in on my mobile/tablet device?
If you’re having trouble downloading or logging into the Zoom app on a mobile or tablet device, first check if your device is compatible with the app. Try clearing the app cache or reinstalling the app. If the problem persists, ensure your internet ...
How can I accurately track my child's attendance on the portal, and confirm if they have joined the class link?
You can track your child's attendance by logging into the portal and navigating to the attendance section, where you can view daily attendance records. To confirm if your child has joined a class, check the portal’s real-time attendance status or ...
What should I do if my payment is not reflected in the CRM, and how can I ensure timely updates?
If your payment isn’t reflected, check for delays in processing. Parents will receive automated confirmation emails from the school. If you encounter issues, contact support via the LMS portal or email for manual CRM updates.
What is the process for resetting my password if I can’t log in to the portal or Zoom?
If you cannot log in, click the "Forgot Password" link on the login page. Enter your registered email to receive a reset link. If you don’t get the email, check your spam folder or contact the admin assistance lobby link for support via the LMS ...
How can I register for the 21K Zoom link using G-Suite or resolve Zoom login issues?
If you’re facing issues registering for the 21K Zoom link via G-Suite, make sure you are logged into the correct G-Suite account provided by 21K School. If you continue to experience issues, try resetting your password or clearing your browser cache. ...
What should I do if my child is not allocated to a TL class despite making the payment
If your child hasn’t been allocated to a TL class even after the payment has been confirmed, first verify the payment status in the CRM system. Once payment confirmation is established, the issue should be escalated to the admissions or technical ...
How can I resolve cases where class or subject recordings are missing on the portal?
If a class or subject recordings are missing on the portal, inform the class teacher or the Primary Grade SPOC person. If the recording was uploaded but isn’t visible, try refreshing the page or clearing your browser cache. If the issue persists, ...