Support

If you are a parent or a member of staff

Start with your institution's office. They created your account, they hold the records you are looking at, and they are the only people who can change them.

• A wrong mark, an attendance day, a fee figure or a spelling — the office corrects these. We cannot: the records belong to the institution, not to us.
• You cannot sign in, or you never received an account — ask the office to check the account and the Institute ID. Every account is created by them; there is no public sign-up.
• Something in the app looks broken — tell us. Say what you tapped and what happened, and include your Institute ID. A screenshot helps more than a description.

If you run an institution

Call or write. We answer in Bangla and English. Setting up, moving your existing records in, training your staff and anything that has gone wrong are all handled the same way — by a person, not a ticket queue.

Phone and WhatsApp are answered Saturday to Thursday, 9am to 8pm Bangladesh time. Email is read every day, and something urgent is better phoned than written.

The mobile app

The Android and iOS app shows the same records as the website, using the same account. If it will not sign in, check that you are using the Institute ID your institution gave you — it is not the same as your email address.

Notifications, the camera and your photos are each asked for only at the moment they are used, and every other part of the app keeps working if you say no. What is stored, and for how long, is set out in the privacy policy.

Deleting an account or a record

An iSkooll account belongs to the institution that created it, not to the person signing in, so a request goes through them — the same way a school roll is a school's record rather than a parent's.

• Ask your institution's office to remove your account. They can do it themselves, and it takes effect immediately.
• If the institution no longer exists, or will not act, write to us at the address below from the email on the account, or call from the phone number on it. We will remove it within 30 days.
• Some records cannot be removed while the institution still needs them — an issued certificate, or a payment in its accounts. Where that applies we will say so, and say when it changes.

The retention windows for everything else are in the privacy policy.

Reporting a security problem

Email us with the word “security” in the subject line and we will answer before anything else in the inbox. Please do not post it publicly first. What we do to protect an institution's data is described on the security page.