Storypark Troubleshooting/FAQs

These are some of our most frequently asked questions. For a comprehensive guide to Storypark please see our extensive library of help articles.

Educators

I’m trying to start a plan from a template, but the template doesn’t show in the room

Does the template have any children included in it? If so, you will only see that template in rooms that include all of the same children. For this reason, we recommend adding child profiles to plans only rather than templates. To check, go to your centre main ‘Planning Page’ and click the ‘Templates’ tab. From there you can view the template and remove the child profiles if needed.

I’m trying to move a plan, but the room I want to move it to is not appearing on the list

Are there any children in your plan? If there are, you will only be able to move it to rooms that also include all of the same children. You can edit the plan to remove specific children or add their profiles to that room as needed.

A child is showing at my centre, but not in their group/room. How do I add them there?

Both Teachers and Children can be part of multiple rooms. You can change or add a room for any child or teacher by going into the Edit page of a room and selecting that child or teacher. If you need to, you can then go back to the old room and remove them from there. You would currently need to log into the website to do this. For more on managing rooms, check out Changing Rooms.

Educator or Child Leaving

I no longer work at a centre, how do I remove myself?

Any Storypark Admin at the centre can remove you. If you are unable to contact them, then just let our support team know and we can remove you from our end.

We just got an email that a child’s profile has been deleted. How did that happen and what can I do?

You’ll get an email if a parent deletes their child’s profile, or if they deleted their own account which in turn can delete their connected child profile if they are the only admin family. We send you an email about the deletion as a heads up so you can export a copy of their profile. If you think they deleted it by accident, email hello@storypark.com so we can look at restoring the profile for you.

Stories

I’ve deleted or lost a story or part of a story!

For a lost Story, try using the search feature at the top of Storypark. You can search there by the title or any keywords in the body of the Story. If you deleted the Story or have saved over the version you need, please email us at hello@storypark.com, with the Story title and the author’s email address.

Inviting/Managing Family

A parent or family member has said they cannot see community posts

Check if they are an Admin, as only Admins have access to community posts. You can confirm this by going to the Family tab on the child’s profile. Any Admins have it shown on their profile. If they are a non-Admin, an Admin parent can change their status. If they are an Admin but still don’t have community posts or they are not updating, just let us know at  hello@storypark.com.

An educator or parent has two email addresses on Storypark, but only wants to use one going forward

Our team can merge the two accounts for you. Send us an email at hello@storypark.com, you’ll need to confirm the name of the parent or teacher whose accounts these are, the two emails they use to sign in and which email address they would like to use from now on. For security reasons, this request does need to come through from the learning service Storypark Admin (i.e. not the parent or a non-admin educator).

I’m an Educator AND a Parent

How does this work?

Our team can merge the two accounts for you. Send us an email at hello@storypark.com, you’ll need to confirm the name of the parent or teacher whose accounts these are, the two emails they use to sign in and which email address they would like to use from now on. For security reasons, this request does need to come through from the learning service Storypark Admin (i.e. not the parent or a non-admin educator).

Parents and Guardians

I’ve exported a profile but I can’t see the stories, only photos

After downloading the export from the email you received, the final step is to extract the files (You may still be able to view some content, however, the stories will not appear in full including all text and images until you have extracted the files correctly.) Find the file in your downloads folder, right-click on it and select ‘Extract All. Once it loads the extracted folder will appear as a normal folder on your computer. Simply open this and double click ‘Stories_html’ or ‘Notes_html’ to view. You can now move these files wherever you wish, but you should always keep these two files together in the same folder.

How can I change my email notifications?

In the Families app, you can check your notifications by tapping on Account and then tap on Notification settings.. From there, you can choose which kind of posts you will receive an email or push notification for. 

I click on an email notification but then I get an error and cannot see the post

The error message/code you get can be helpful. If you are using the purple Families app and you see 401 or 403, or if you see a message saying Oops not authorised, on the webpage, it could be that you have two Storypark accounts. This is more common than you think but easy to check. You need to click on the email address the notification email was sent to and ensure that you are logged in with that exact same address. Many people can end up with two accounts such as person@gmail.com and person@gmail.com.au. If you are not logged in with the account the email is sent to, you will not be permitted to view the post. 

My child has left a centre, why do I still get emails from them?

Your child’s educators may have not removed their profile from the centre yet. On your end, you can log into the Storypark website via a computer to remove a centre from your child’s profile. First, click the menu button at the top left of the page. Then go to your child’s profile by clicking their name then choosing ‘Stories’. At the top right of your child’s profile click on ‘Early learning services’. Click on the X next to the centre’s name that you wish to remove. For more, see: Invite or remove a learning service.

My child’s profile

I want to change my child’s profile picture or name

Once you are logged in, you can update any of your child’s details, including their name and their profile image via your child’s profile settings. For more on this, see here.

I would like all of my children’s profiles to be on the same account

If you have two separate Storypark accounts (i.e. under two different email addresses) our team can merge them for you. To ensure they are both accounts that belong to you, we require a Storypark Admin at your child’s centre to confirm this for us. If they send us an email at hello@storypark.com, with both emails and which one you’d like to use going forward, we can help!

I invited my family but they cannot see anything

If your child has multiple profiles, you may need to check that you’ve invited your family to the correct profile. You may also want to check if you’ve invited them as an Admin or non-Admin, as they will be able to see different things depending on their membership. For more on the differences between admins and non-admins, check out this article.

My Account

I tried to update my email address, but it says it is already in use

This probably means you have two Storypark accounts. Our Support Team can merge these for you. To ensure they are both accounts that belong to you, we require a Storypark Admin at your child’s centre to confirm this for us. If they send us an email at hello@storypark.com, with both emails and which one you’d like to use going forward, we can help.

I can see some posts that my other family members cannot

There are two types of family membership, non-Admin and Admin. Non-Admins can only see Stories and Moments whereas Admins can see Community Posts, Child Notes, Plans and Conversations as well. This can be chosen on the invitation, or if they have already accepted their invite, you would need to go to your Family page and find the profile of the person you wish to change. You can then click Make admin from the drop arrow at the top right. For more, see Make a family member an Admin