Support and troubleshooting
Quick fixes
| Problem | What to check |
|---|---|
| A teacher cannot see a class or subject | Class Section & Teachers (class teacher) and Class Subject → Subject teacher (subject teacher) assignments. |
| Marks cannot be entered | The assessment exists under Manage exam for that class and term, and the subject is on the Exam timetable with total marks. |
| Parents cannot see results | The examination is not Published (Manage exam). |
| Report card shows no attendance | Attendance was not marked for the arm; mark it under Add attendance (past dates allowed). |
| Fees do not appear for a class | Manage Fee has no entry for that class and term. |
| A parent cannot sign in | Confirm they use Student & Parent Login (not Staff Login), the email/mobile on the guardian record matches, and reset the password if needed. |
| Website changes not showing | Save on the tab you edited; refresh the website (Ctrl + F5). |
| Custom domain "not verified" | DNS records not yet created or still propagating; see Custom domain. |
| "Verification code not received" | Check the spam folder and that the email on the profile is correct. |
| Page shows an error | Note the time and the page, and contact support. |
Ask the SEMS AI Guide first
The assistant answers "how do I…" questions from these manuals and tells you where a page is. Click SEMS AI at the bottom-right.
Contact SEMS support
- Email: support@sems.ng
- From the panel: Support in the sidebar opens a form that includes your school details automatically.
- Your State SEMS office (listed on
<state>.sems.ng → Contact) supports schools in the state on training and onboarding.
Support hours are Monday to Friday, 8:00–18:00 WAT; urgent access problems are attended to outside these hours.
What to include
- School name and website address.
- Who is affected (administrator, teacher, parent — and which one).
- The page you were on and what you clicked.
- What you expected and what happened instead — a screenshot helps a lot.
- Date and time.
Training
Each state runs onboarding sessions for new schools; ask your State SEMS office. Short how-to videos will be linked from this help centre as they are released.
Service status and maintenance
Planned maintenance is announced in the admin panel a day ahead and usually happens at night. If the platform is unreachable, check the notice on sems.ng or contact support.