Before reaching out via the in-app support, there are a few steps you can take to identify where the issue with the missing cohort lies.
Once you have identified any licenses with missing cohorts, you should next check if the corresponding cohort is currently in the cohort view. To do this, navigate to the Cohorts page as detailed below.
Once in the cohort view, you can read through the list or use your browser's find feature (ctrl+f) to search for the missing cohorts. If your school is sending through manual data, then the name of the cohort should ideally match the name of the license. If the school uses SSO or timetable sync, then the cohort name may appear differently.
As an example, let’s say that the Year 11 Accounting license is missing its cohort. We have navigated to the cohort’s page, and as we know that the subject is "Year 11 Accounting" the associated cohort could have the code as ‘11ACC’. If this is a timetable sync school - the school's timetable admin should be aware of this information.
If you are able to find the cohort on the list, this means it’s available to allocate. Now all you have to do is reach out to support via the in app chat and let them know the exact name of the license, and cohort, to be synced.
If the cohort is not available on the list, this could mean a couple of things:
For manual schools, it likely means we haven’t received the user data for that subject. You can reach out to us via in-app support and provide a CSV of users to be allocated – it should include first name, last name, email, and subject if assigning to more than one cohort. Along with the CSV, please include the exact name of the license the users should be attached to, as per what is shown in the license dashboard
For schools with SSO sync, you will need to reach out via in-app support and provide the name of the license to be updated, and the SAML code of the subject/group if this information is available eg . 11BIO. This will then be created manually by our support team, and the SSO sync will then populate the cohort with the relevant users upon login.
For schools with an API sync – if the cohort was only added to the school’s timetable within the last 24 hours, then we will likely pick it up after the next sync with the school. If it was added more than 24 hours ago, it is possible there is an error on the subject set up in the school’s timetable that is resulting in the group not being sent to us, and this can be raised with your school's IT or timetable Admin in the first instance.
If the cohort was updated more than 24 hours ago, and is confirmed to be set up correctly in the school’s timetable, you can reach out with the following information via in-app support for our team to investigate: affected license, name and code of the cohort in question, as well as any additional information you can provide.
