🧰 Troubleshooting

It goes to the email address the school has for the parent. Check the spam folder and use Send the code again. If the email on file is wrong, the teacher or admin can fix it (✏️ Edit guardians on the trip, or the student list). Meanwhile, the parent can use their family code instead.

Parents must type the student's first and last name exactly as the school has it. Check the spelling on the roster. Children who aren't on that trip won't appear.

When finished, open ☰ Menu on the trip page and press Not your phone? Remove your children from it.

Self sign-up only works with an email at your school's Teacher email domain (set in School Settings). Otherwise an admin adds the teacher from the Teachers & Admins tab.

Use Forgot password? on the sign-in page for an email link. An admin can also send a reset link or set a new password from the Teachers & Admins tab.

Your school has used its free trips, or its paid year ended more than 30 days ago. Existing trips still work. A school admin can pay or renew in School Settings → Billing. See Billing & invoicing.

Read the results box shown after the upload. Skipped rows had no student name (or no student number in a PowerSchool file); fix them in the spreadsheet and upload again (students already imported are updated, not duplicated). Fixed while importing lists values that were left out, such as an invalid email; the rest of those rows was saved. No teacher found for lists teacher names or rooms that matched no teacher, or more than one: check each teacher's name and room on the Teachers & Admins tab, or assign those students on the Students tab. Ignored columns are columns FieldTripPro doesn't use; that's fine. If a column you need wasn't recognized, rename its heading (for example "Student_Number") or, for PowerSchool files, choose check the matches first and pick the column yourself. See Students and roster.

Upload a PDF, JPG or PNG of up to 15 MB. A very large scan can be saved again at a smaller size, or you can take a clear phone photo of the paper form instead.

Your daily or monthly allowance is used up. It restarts the next day or month, and forms already translated keep working. The Language Pack raises the allowance. See Translation services.

Card payments usually show within a few seconds. Ask the parent to reload the trip page, and check the trip's 💵 Fees tab (look for "Card (paid online in FieldTripPro)"). If it's still missing after a few minutes, a school admin can check the payment in the school's Stripe dashboard (Payments) and then send us a message with the trip name and the parent's name.

The button only shows when the school has ✓ Connected Stripe (School Settings → Online fee payments), the trip has a fee per student set on its 💵 Fees tab, and the child still owes something. Children who are fully paid show ✓ Paid instead.

Stripe is checking means the school sent everything and Stripe is verifying it (usually minutes, sometimes a day or two); nothing to do. Finish setting up Stripe means Stripe needs one more thing (often the full Social Security number of the person setting it up, or a photo ID). Press it and Stripe shows exactly what's missing.

A school admin opens the trip's 💵 Fees tab, opens that student's payments and presses Refund… (all or part). The money goes back to the parent's card in 5-10 days. Teachers can't refund.

Check 👤 My Account → Chat messages from venues. For push notifications, also turn on notifications on that device (same card). You get at most one notice per conversation every 15 minutes, so a quick burst of messages sends just one.

On the trip page, open ☰ Menu → Notifications and allow them when your phone or browser asks. On iPhone, add FieldTripPro to your home screen first (Share → Add to Home Screen), then turn them on from there.