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Troubleshooting

Common issues and solutions for Minispace users.

Login Issues

"I didn't receive my 2FA verification code"

Problem: The 6-digit code email never arrived.

Solution:

  1. Check your spam/junk folder
  2. Make sure you entered the correct email address
  3. Wait 1-2 minutes — email delivery can be slightly delayed
  4. Try requesting a new code by going back to the login page and starting over
  5. Contact your daycare admin to verify your email address is correct

"My verification code is invalid or expired"

Problem: You entered the code but it says it's invalid.

Solution:

Codes expire after a short time. Go back to the login page and start a new login session to receive a fresh code.

"Too many login attempts"

Problem: You're locked out after multiple failed login attempts.

Solution:

Logins are rate-limited to 5 attempts per 15 minutes per email. Wait 15 minutes and try again. If you've forgotten your password, use Forgot password on the login page.

"I forgot my password"

Solution:

  1. Go to your daycare's Minispace login page
  2. Click Forgot password
  3. Enter your email address
  4. Follow the reset link in the email (valid for a limited time)

If you don't receive the reset email, contact your daycare admin — they can reset your password directly.

Account Issues

"My account is inactive"

Problem: You see a message saying your account is inactive or disabled.

Solution:

Your account has been deactivated by a daycare admin. Contact your daycare to have it re-enabled.

Problem: The invitation link in your email returns an error.

Solution:

Invitation links expire. Ask your daycare admin to send a new invitation to your email address.

Messaging Issues

"I'm not receiving message notifications"

Problem: You receive messages in the app but not by email.

Solution:

  1. Check your spam/junk folder for emails from Minispace
  2. Add the Minispace email address to your contacts/safe senders list
  3. Note: there is a 15-minute cooldown between email notifications per conversation — this is by design to prevent inbox flooding

"I can't send a message to a parent"

Problem: As a staff member, you can't find a parent to message.

Solution:

Parents must have an active account linked to a child in your daycare. Go to Children, select the child, and verify the parent is linked and their account is active.

Media & Documents

"I can't upload a photo or document"

Problem: The upload fails or the file is rejected.

Solution:

  • Check that the file format is supported (photos: JPEG, PNG, WebP, GIF; documents: PDF recommended)
  • Make sure the file size is not excessively large
  • Try refreshing the page and uploading again

"A parent says they can't see a photo I shared"

Problem: You uploaded a photo but the parent can't see it.

Solution:

Check the visibility setting of the media item:

  • Private — only staff can see it; parents cannot
  • Child — only parents linked to the specific children assigned to the photo
  • Group — only parents of children in the selected group
  • Public — all parents can see it

Edit the media item to adjust the visibility if needed.

Journal Issues

"The journal entry isn't showing for parents"

Problem: You filled out a journal but the parent says they can't see it.

Solution:

Parents read the journal in the app at any time, without waiting for the evening send. If they can't see it:

  1. Verify the correct child is selected
  2. Verify the parent is properly linked to that child — the child's record, Associated parents section
  3. Remind them of the path: Children → Calendrier tab → click the day → Daily Journal section
  4. Ask them to refresh the app

"Where is the button to send the journal to parents?"

There isn't one. Sending is entirely automatic: every weekday, at the time set by administrators (4:30 p.m. by default), once a day, never on weekends.

What an educator writes during the day goes out that same evening. You cannot trigger a send by hand, nor hold a journal back.

To change the time: My profile → Auto-send time (administrators only).

"A parent didn't receive the journal email"

  1. Check under Users whether their account is flagged Bounced — if so their address is invalid and they receive nothing at all. Fix it, then mark it resolved.
  2. Check that they haven't turned off Email notifications in their profile.
  3. Remind them to check their spam folder and mark the message as legitimate.

Scope Issues (educators)

"I'm an educator and my screen is completely empty"

Problem: No children, no groups, no conversations. The banner says "No group is assigned to you".

Solution:

Nothing is broken — the group assignment is missing. An educator only sees the children of the groups assigned to them.

An administrator needs to go to Groups → Edit group → Educators section, check the person, then Save changes.

This has to be redone at every hire and every room change.

"A child is missing from my list"

They are probably assigned to no group — a child without a group is invisible to every educator.

Administrators see this flagged in Groups, by the callout counting children without a group. Assigning a group fixes it.

"I shared a photo but the wrong parents can see it"

A photo published with Public visibility is visible to every parent in the daycare, not only the parents of your groups. To restrict it, reassign it to a specific group or to specific children, or delete it and publish it again.

Conversely, an untagged photo stays private: parents never see it.

Subscription

"I'm being signed out and told the subscription is inactive"

The daycare's subscription has lapsed or a payment failed. The effect depends on the role:

  • Administrators — redirected to Billing to settle it
  • Educators and parents — signed out, with no way to sign back in

Only an administrator can restore access, from Billing → Manage subscription.

Getting More Help

If these solutions don't resolve your issue:

  • Parents: Contact your daycare admin directly — they manage your account
  • Daycare staff: Contact Minispace support at [email protected]