| What you see | Why | What to do |
|---|---|---|
| Item bank says it’s “for its authors and reviewers” | Your account has no item bank role | Ask a school administrator to set one: Give someone an item bank role |
| Mastery asks “Which practice curriculum is this class on?” | The class’s curriculum wasn’t started from the NSC library, or that guide isn’t loaded in MySchool Learn yet | Pick the subject and grade and tap Show; if none are offered, ask your Lead to load the guide |
| Mastery shows the grid but every square is grey | Students haven’t practised that subject yet | Encourage one set a day; the grid fills in as they answer |
| No Share to item bank button on a quiz question | You’re not a contributor, the question isn’t tagged, isn’t multiple choice, or is already shared | Check each in turn |
| “You’ve already saved questions 3 times today” | The daily limit on offline saves | Practise the saved questions; save again tomorrow |
| A parent can’t see their child | The parent’s sign-in email isn’t on the child’s record | Add it as mother’s, father’s or guardian’s email on the student record |
| The MySchool Learn section in a user account says it couldn’t be reached | MySchool Learn isn’t switched on for this server yet | Contact MySchool support |
Still stuck? Contact MySchool support with your school, your user ID, the screen you were on and a screenshot of the message.
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