Guardian App FAQ

Q :
Where can I download the Guardian App?
A :

You can download the Guardian App from the following links:
Apple App Store: https://bit.ly/LSHGuardianApp
Android Play Store: https://bit.ly/LSHGuardianApp
Huawei: https://bit.ly/LSHGuardianApp-Huawei

Q :
What do I need to do after downloading the Guardian App?
A :

For existing authorised guardians, you will have to do a one-time reset of the password using the Parent App. You may then proceed to share this password with the authorised guardians so that they can log in to the Guardian App.

For new guardians, you will need to take the following steps to register them in the Parent App:

1. Tap the ellipsis (...) on the menu bar at the bottom of the screen.
2. Select ‘Parents & Guardians’.
3. Under the ‘Parents & Guardians’ tab, scroll over ‘+’ at the bottom right corner of the screen.
4. Please read the ‘Important Note’ before proceeding to click ‘I Understand’.
5. Fill in the guardian’s details and click on ‘Add Guardian’.
6. Upload a photo of the guardian by clicking on the ‘Upload Image’ button, click ‘Next’ to proceed.
7. Fill in the relevant information for the guardian and click on ‘Next’.
8. Set up a login password for the guardian to log in and click on ‘Review’.
9. Review and confirm the guardian’s details. Click on ‘Submit’.
10. Please read the ‘Important Note’ before proceeding to click ‘I Understand’ to proceed.
11. Once this is done, you should see a ‘Completion’ screen and you can click on ‘Share Login Information’ to share the login details with the authorised guardian.

You can also refer to our step-by-step infographics to guide you through the process. Click here to access it.

Q :
I will need my relative/neighbour/friend to pick my child up just for one occasion, do I still need to add him/her in the Parent App?
A :

Yes, you will have to add the guardian even if it is a one-time arrangement. Please do indicate the validity date when adding a new guardian in the Parent App.

Q :
I am unable to view the existing authorised guardian whom I’ve previously added in my Parent App. What should I do?
A :

Please re-register the guardian by following the steps below:

1. Tap the ellipsis (...) on the menu bar at the bottom of the screen.
2. Select ‘Parents & Guardians’.
3. Under the ‘Parents & Guardians’ tab, scroll over ‘+’ at the bottom right corner of the screen.
4. Please read the ‘Important Note’ before proceeding to click ‘I Understand’.
5. Fill in the guardian’s details and click on ‘Add Guardian’.
6. Upload a photo of the guardian by clicking on the ‘Upload Image’ button, click ‘Next’ to proceed.
7. Fill in the relevant information for the guardian and click on ‘Next’.
8. Set up a login password for the guardian to log in and click on ‘Review’.
9. Review and confirm the guardian’s details. Click on ‘Submit’.
10. Please read the ‘Important Note’ before proceeding to click ‘I Understand’ to proceed.
11. Once this is done, you should see a ‘Completion’ screen and you can click on ‘Share Login Information’ to share the login details with the authorised guardian.

You can also refer to our step-by-step infographics to guide you through the process. Click here to access it.

Thank you for your understanding as we continue to improve our app to deliver the best user experience.

Q :
I do not need my child’s/children’s authorised guardian to check my child in and out of school anymore. What should I do?
A :

Parents can remove the authorised guardian in the Parent App by following the steps below:

1. Tap the ellipsis (...) on the menu bar at the bottom of the screen.
2. Select ‘Parents & Guardians’ to view the registered guardians.
3. Click on the guardian to see the guardian’s profile.
4. Click on ‘Remove Guardian’.
5. The ‘Remove Guardian Account’ pop-up will appear.
6. Click on ‘Confirm’.
7. Once the process is complete, you should see a pop-up that reads ‘Guardian Removed Successfully’.

Q :
What is the login ID and password for my child’s/children’s authorised guardian?
A :

Authorised guardians can log in using their NRIC/FIN/Passport Number and the password set by you in the Parent App. The password is case sensitive and has to consist of 6 characters:
i.e.

  • letters or
  • numbers or
  • a combination of letters and numbers
Q :
My child’s/children’s authorised guardian has forgotten his/her password. What should I do?
A :

Parents can reset the authorised guardian’s password by following the steps below:

1. Tap the ellipsis (...) on the menu bar at the bottom of the screen.
2. Select ‘Parents & Guardians’ to view the registered guardians.
3. Click on the guardian to see the guardian’s profile.
4. Click on ‘Reset Password’.
5. There will be a ‘Reset Password’ pop-up.
6. Key in the new password and click on ‘Submit’.
7. Once the process is complete, you should see a screen that reads ‘Successful Password Reset’.

Q :
My child’s/children’s guardian is unable to log in with his/her NRIC/FIN/Passport Number. What should I do?
A :

Please check that the NRIC/FIN/Passport Number and password entered are correct. If the guardian is still unable to log in, parents can reach out to our friendly agents via the live chat in the Parent App here:

Q :
What is the next step after I add a new guardian?
A :

Please inform your child/children’s authorised guardian to bring his/her original NRIC/FIN/Passport that you have used for registration for a one-time verification by our centre staff when they check your child out of school.

Q :
How long does it take for the centre to verify a new guardian once I add them via the Parent App?
A :

The authorised guardian's identity will be verified by our centre staff on their first visit to pick up/check your child/children out of school. The process should take less than three minutes if all the required information and documentation are available and matches the information submitted in the Parent App.

Q :
Do I need to download the Guardian App for my authorised guardian to check my child in and out of school on Monday, 5th July 2021?
A :

Yes, having the Guardian App will enable authorised guardians to enjoy a more convenient and seamless check in and check out process for your child/children.

Q :
Besides using the Guardian App, are there any other options for authorised guardians to check my child/children in and out of school?
A :

Yes, authorised guardians can use the centre kiosk to check your child/children in and out of school.

Q :
Can authorised guardians still use the centre kiosk to check my child/children in and out of school?
A :

Yes, authorised guardians can still use the centre kiosk to check your child/children in and out of school.

Q :
Why do I need to switch to a new Guardian App?
A :

The new Guardian App is a dedicated mobile app developed to provide greater convenience and security for your family.

Authorised guardians will be able to enjoy greater convenience as they can check your child/children in and out of school seamlessly with this dedicated app. We have also launched a new feature in the Parent App where you can include a guardian validity period for greater security. For instance, you can set up a one-week validity period to authorise a guardian to pick your child up during a specific week when you are away.

Q :
Can authorised guardians still use the Parent App to check my child/children in and out of school from Monday, 5th July 2021?
A :

With the launch of the new Guardian App, please note that authorised guardians will no longer be able to use the Parent App. They can use this new dedicated Guardian App from Monday, 5th July 2021 onwards to check your child/children in and out of school seamlessly.

Q :
Can authorised guardians still log in to the centre kiosk using their mobile number to check my child/children in and out of school?
A :

For authorised guardians using the centre kiosk to check your child/children in and out of school, they will have to log in using their NRIC/FIN/Passport Number instead of using their mobile number.

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