> ## Documentation Index
> Fetch the complete documentation index at: https://signalschools.co.uk/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Solutions to common issues with login, MIS sync, incidents, transfers, and browser compatibility in Signal.

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](mailto:support@signalschools.com)**.

## Login issues

<AccordionGroup>
  <Accordion title="My passkey is not working">
    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, use the **email OTP** option to log in, then re-register a new passkey from your account settings.

    See [Login & Authentication](/docs/getting-started/login-authentication) for more details.
  </Accordion>

  <Accordion title="I'm not receiving my OTP code">
    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.
  </Accordion>

  <Accordion title="Signal is not working well on my mobile device">
    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.
  </Accordion>
</AccordionGroup>

## MIS sync

<AccordionGroup>
  <Accordion title="My MIS sync is not running">
    If student or staff data is not syncing from Arbor:

    1. Go to **Settings > Integrations** and check that your MIS credentials are still valid.
    2. Look for any error messages on the integration status page.
    3. Try disconnecting and reconnecting the integration.

    If the issue persists, contact support with any error messages you see. See [MIS Integration](/docs/getting-started/mis-integration) for setup instructions.
  </Accordion>

  <Accordion title="Students are not appearing after a sync">
    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) and that no filters are hiding them in Signal.
  </Accordion>
</AccordionGroup>

## Incidents

<AccordionGroup>
  <Accordion title="I can't create an incident">
    All staff with the **Contributor** role or above can create student incidents. If you are unable to create an incident, check your role with your school's DSL or Owner. Staff incidents require the **DSL** role. See [Staff & Permissions](/docs/staff/overview) for role details.
  </Accordion>

  <Accordion title="AI analysis is not appearing on my incident">
    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.
  </Accordion>
</AccordionGroup>

## Transfers

<AccordionGroup>
  <Accordion title="My transfer failed to send">
    If a transfer did not send successfully:

    1. Check that the destination school is set up in your [establishments directory](/docs/transfers/managing-transfers).
    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.
  </Accordion>

  <Accordion title="I can't find the school I want to transfer to">
    You need to add the school to your establishments directory before you can send a transfer. Go to **Settings > Establishments**, search for the school, and add it. See [Managing Transfers](/docs/transfers/managing-transfers) for instructions.
  </Accordion>
</AccordionGroup>

## Browser compatibility

<AccordionGroup>
  <Accordion title="Which browsers does Signal support?">
    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.
  </Accordion>

  <Accordion title="Something looks wrong or is not loading">
    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.
  </Accordion>
</AccordionGroup>

## Contact support

If none of the above solutions resolve your issue, get in touch with the Signal support team:

* **Email:** [support@signalschools.com](mailto:support@signalschools.com)

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.