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If something is not working as expected, check below for solutions to the most common issues. If you cannot find an answer here, contact the support team at support@signalschools.com.

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Login issues

Passkeys are tied to the device and browser where they were registered. If you are using a different device or browser, your passkey may not be available. Try these steps:
  1. Make sure you are using the same browser where you registered the passkey.
  2. Check that your device’s biometric authentication (fingerprint or face recognition) is working.
  3. If the passkey still does not work, click Sign in with email code instead to log in, then re-register a passkey from My Account.
See Login & Authentication for more details.
Passkeys on Windows need Windows Hello to be switched on. Open Settings > Accounts > Sign-in options and check that a face, fingerprint, or PIN sign-in method is set up.If those options are greyed out or missing, Windows Hello has been disabled by policy on your school’s managed devices. You cannot turn it on yourself — contact your school’s IT provider or network manager and ask them to enable Windows Hello for staff devices.In the meantime you can keep signing in with the six-digit code Signal emails you, which works indefinitely. See Setting up your device for passkeys for the full details, including the Group Policy setting your IT provider will need.
One-time password codes are sent to your registered email address. If the code has not arrived:
  1. Check your spam or junk folder.
  2. Wait a moment — codes can occasionally take up to a minute to arrive.
  3. Request a new code from the login screen.
If you still do not receive a code, ask your school’s DSL or Owner to verify your email address is correct.
Signal works in mobile browsers but performs best on recent versions of Chrome, Safari, or Edge. Make sure your browser is up to date. If you experience layout issues, try rotating your device to landscape mode or switching to a desktop or laptop.

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MIS sync

If student or staff data is not syncing from Arbor, Bromcom, or Wonde:
  1. Go to Settings > Integrations and check the sync status, including when the last sync ran and any error message shown.
  2. A full sync runs overnight, Monday to Friday, so if the last one is recent, wait for the next before troubleshooting further.
  3. If the status shows Last sync failed, note the error message.
Do not disconnect the integration to try to fix it. Disconnecting does not free your school’s MIS slot, and only Bromcom can be reconnected without help — contact support@signalschools.com with the error message instead. See MIS Integration for setup instructions.
After a sync runs, new students may take a few minutes to appear. Check the sync status page to confirm the sync completed successfully. If students are still missing, verify that they exist in your MIS (Arbor, Bromcom, or Wonde) and that no filters are hiding them in Signal.

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Incidents

Every member of staff with a Signal account can record an incident, whatever their role — so if you can sign in, the Add Incident action should be in your sidebar. If it is missing, contact your school’s DSL or Owner.A more common surprise is recording an incident and then not being able to find it. Reading incidents back needs the Contributor role or above, so a School Admin or a Member sees the record disappear once it is saved. See Staff & Permissions.
AI suggestions require enough detail in the incident description to work effectively. If you have written only a short sentence, try adding more context about what happened, where, and when. AI analysis runs automatically when the description contains sufficient information.

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Transfers

If a transfer did not send successfully:
  1. Check that the destination school is set up in your establishments directory.
  2. Verify that you have selected at least one record (incident or document) to include.
  3. Try sending the transfer again.
If the issue continues, contact support with the student name and destination school.
You need to add the school to your establishments directory before you can send a transfer. Go to Settings > Transfers, click Manage establishments, search for the school, and add it. See Managing Transfers for instructions.

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Browser compatibility

Signal works best on the latest versions of:
  • Google Chrome
  • Microsoft Edge
  • Apple Safari
  • Mozilla Firefox
For the best experience, keep your browser updated to the latest version. Older browsers may not support all features, including passkey authentication.
Try these steps in order:
  1. Refresh the page.
  2. Clear your browser’s cache and cookies, then reload.
  3. Try a different browser to see if the issue is browser-specific.
  4. Check your internet connection.
If the problem persists after these steps, contact support with a description of what you see and which browser you are using.

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Contact support

If none of the above solutions resolve your issue, get in touch with the Signal support team: Include as much detail as possible — what you were trying to do, what happened, any error messages, and which browser and device you are using. This helps the team resolve your issue quickly.