Troubleshooting

Common Staff Portal Issues

Solutions to frequently encountered problems for nursery staff

issues problems help staff portal

Quick Troubleshooting Guide

This guide covers the most common issues encountered by nursery staff when using the funding portal.

Submission Issues

Cannot create submission - child not appearing

  • Ensure the child is set to Active status
  • Check the child is registered at your nursery
  • Verify the child has a start date on or before the funding period
  • Check the child doesn't have an end date before the funding period

Submission stuck in 'Sent to Parent' status

  • Check the parent's email/phone is correct
  • Ask the parent to check spam/junk folders
  • Use the 'Resend' button to send another notification
  • Consider using the Employee Assisted submission option

Cannot approve submission - validation errors

  • Review all required fields are completed
  • Check eligibility codes are entered if claiming 30 hours
  • Verify the parent has signed the declaration
  • Ensure medical information is provided (if required)

Notification Issues

Parent says they didn't receive the notification

  1. Verify the email address in the child's parent record
  2. Check the phone number for SMS notifications
  3. Ask parent to check spam/junk folder
  4. Click 'Resend' to send another notification
  5. If persistent, use Employee Assisted submission

Email bouncing or SMS failing

  • Verify the email/phone format is correct
  • Check for typos in the address
  • SMS requires UK mobile format (+44 or 07...)
  • Contact support if notifications consistently fail

Code Verification Issues

30-hour code won't verify

  • Check the code is exactly 11 digits
  • Verify the code matches the parent's NI number on the declaration
  • Check the code hasn't expired
  • Ask parent to reconfirm at gov.uk if expired
  • Try verifying on the local authority portal directly

2-year-old code not accepted

  • Verify the code format matches your local authority's requirements
  • Check the expiry date
  • Contact the local authority if the code should be valid

Export Issues

Export file has missing data

  • Only Approved submissions are included in Claim Matrix exports
  • Check submissions are in the correct funding period
  • Use 'Export All Submissions' to see all statuses
  • Review individual submissions for missing required fields

Export file format incorrect for local authority

  • Contact your local authority for their import specifications
  • The EYFP format is widely accepted but some LAs have custom requirements

Still stuck? Contact your system administrator or check the Audit Log (Admin > Audit Log) for detailed error information.

Frequently Asked Questions

Parent says they didn't receive the notification
Check the parent's email/phone is correct in the child's profile. Use 'Resend' to send again. Ask them to check spam folders for email. SMS may be delayed during peak times.
Cannot create submission - child not appearing
Ensure the child is set to 'Active' status and is registered at your nursery. Check the child's start date is on or before the funding period. Inactive children won't appear in dropdown lists.
30-hour code won't verify on the LA portal
Check the code is entered correctly (11 digits). Ensure you're using the parent's NI number, not the child's. The code may have expired - ask parent to reconfirm on gov.uk.
Export file has missing submissions
Only approved submissions are exported in the Claim Matrix. Check all submissions are in 'Approved' status. Use 'Export All Submissions' if you need to see all statuses.
Parent cannot access their account
Parents can use 'Forgot Password' to reset. If they never received registration details, check email is correct and resend the invitation. Verification codes expire after 48 hours.
Dropdown lists not working or searching
Try refreshing the page (F5). Clear browser cache if issues persist. Ensure JavaScript is enabled in your browser. Try a different browser.
Cannot delete a child or submission
Children with active submissions cannot be deleted. Archive or delete submissions first. Submissions that have been signed cannot be deleted - they must be archived.
Changes not saving
Check for validation errors (highlighted in red). Ensure all required fields are completed. Try refreshing and re-entering. Check your internet connection.
Last updated: M01 25, 2026
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