Support Requests for Families

Family Requests that Support DOES provide assistance with:

Request	Guidance
Merge Accounts	For every merge, please send us the names and current usernames of all students and clearly indicate which username they should be merged into. This ensures that we identify the correct students and merge them under the correct username. For example: Please merge the following students into account: [e-mail] Ginny Weasley - current: [e-mail] Percy Weasley - current: 987654321 Ron Weasley - current: 876543219
Reset Password/Password Recovery	If you’re experiencing trouble logging in, you can utilize the forgotten password feature. If this does not work, we are happy to set a new password for you.
Provide Username	If you’ve forgotten your account username, we are happy to help you recover it.
Create Account	If you’re stuck when you’re creating your account, we’re happy to help you with account setup.
Change information in family profile	If you need help updating the guardian or student information in your SchoolMint account, we are happy to help you.
Change registration/re-enrollment status	Only make these changes when academic calendar dates are open; otherwise we refer them to contact school
Change Username	If you would like to update your username, you can change it directly from your Account Settings tab in the SchoolMint platform or contact Support.
Apply to a new school	If you have any questions about the application process, we are happy to help you apply to a new school.

Family Requests that Support DOES NOT provide assistance with:

Request	Reasoning
Change application status for offers or returning students.	The SchoolMint platform unfortunately does not allow for the change of application statuses,when an offer was declined, or a student marked as “not returning”. If you need to change the application status of your student to accept the offer or re-enroll, please contact your school so they can guide you on next steps.
No specific information about school (uniforms, transportation, events, lottery dates,lunch, etc.)	Anything school specific is best answered by your school’s representative.
Provide waitlist number or specific information about the school’s priorities.	Waitlist numbers are handled by the school, so any questions regarding your student’s waitlist number are best answered by your school’s representative.
Help with internet access	SchoolMint is not able to provide technical support beyond the SchoolMint platform.
Change the grade/school	Because schools have different policies about changing the grade or school on a student record, we recommend that you contact the school directly if you need this information updated.
Upload documents on behalf of families	Most required documents included sensitive, and personal information, we discourage parents from emailing this documents to us for security reasons. We can assist them on how to do it themselves or take them to the school office.