This guide helps administrators resolve the most common issues when inviting new users or managing access in August Schools.

Invitation Email Not Received

The new user hasn't received their invitation email

Ask the new user to check their spam, junk, or promotions folder. Invitation emails come from notifications@[yourschool].augustschools.com.
Confirm you entered the correct email address when sending the invitation. Even a small typo will cause the email to go to the wrong address.
Wait up to 10 minutes — invitation emails can occasionally be delayed.
If the email still has not arrived, resend the invitation from the User Management section in August Schools. Navigate to Settings > Users, find the pending user, and select Resend Invitation.
If your school uses email filtering or a spam gateway (common in districts), ask your IT team to whitelist @augustschools.com as a trusted sender domain.

The invitation link has expired

Invitation links expire after a set period. If a new user tries to use an expired link:

An administrator with Sysadmin or Manager permissions should navigate to Settings > Users and resend the invitation to generate a fresh link.
Ask the new user to use only the most recent invitation email and discard any older ones.

User Has the Wrong Access Level

A user can't see information they should have access to

Navigate to Settings > Users and locate the user's account. Confirm they have been assigned the correct role for their job function. For a full list of roles and what they can access, see August Schools Roles.
Check the student scope assigned to the user's role. A user may have the correct role but be scoped to only a subset of students. Expand their scope if needed.
If the user needs access to both physical health and behavioral health information, confirm they have been assigned roles in both areas as applicable.
After making any role or scope changes, ask the user to log out and log back in to refresh their permissions.

A user can see information they shouldn't have access to

Review the user's assigned role(s) in Settings > Users. Remove any roles that are broader than needed.
Check whether the user has been assigned a secondary role (such as Student Support Team) that may be granting additional visibility.
Adjust the student scope to limit their access to only the students they should be working with.

Contacts and Information Not Visible for Substitutes

Substitute nurses and staff frequently report that contact information or student details are not visible. This is most often a role or scope configuration issue.

Confirm the substitute has been assigned the Substitute Nurse role (not the standard Nurse role). The Substitute Nurse role is designed for shared or rotating substitute accounts.
Check the student scope for the substitute's account. If their scope is limited to specific sections or groups that are empty or incorrect, they will not see the expected students or contacts.
If your school uses a shared login for substitutes, confirm only one person is logged in at a time — simultaneous sessions on the same account can cause unexpected display issues.
After making changes, ask the substitute to log out and log back in.

User Can't Log In — Account May Be Deactivated

Navigate to Settings > Users and search for the user. Check whether their account status shows as inactive or deactivated.
If the account is deactivated, you can reactivate it from the user management screen.
If the user does not appear in the user list at all, they may need to be re-invited. See the Invitation Email Not Received section above.

Who Can Manage Users?

Only users with the Sysadmin or Manager role can invite new users, change roles, or adjust scopes.

Sysadmin: Can manage all users across the entire instance. Typically assigned to IT personnel.
Manager: Can manage users within their assigned scope only.

If you need to manage users but do not have the appropriate role, contact your school's Sysadmin or reach out to August Schools support.