For general questions, please check our FAQs.
For general troubleshooting, first follow these steps:
- Check the iOS is up to date.
- Close all apps.
- Restart the device.
Problem with your device:
If your device isn’t working as expected, report to your school – this will be your class teacher in a primary school and principal teacher of guidance in a secondary school.
The school will then follow the process depending on the problem with the device.
Do not take the device to a repair centre such as the Apple Store or Technology shop.
Problem with your account:
- Glow account – for support logging into Glow, visit Glow Connect and if you need support with your account, speak to your school.
- Showbie account – for learner accounts, speak to your school. For parents, once the school has shared the parent code, visit Showbie support for more information on creating your parent account.
- For other accounts, speak to your school.
Problem with an app:
- Close the app using the App Switcher (swipe up from the bottom of the screen and pause in the middle).
- Remove the app via JAMF and reinstall.
- If the problem persists, contact your school.
Reporting safety and wellbeing concerns:
Keeping all our children and young people safe online is paramount. That is why our school curriculum already contains courses on Internet safety and Cyber Security to promote safe, online activity.
The devices will be securely managed using Mobile Device Management software. This means that the devices can be securely monitored and only the apps and settings required for learning can be used on the device. Children and young people will also only have access to apps that have been approved for use by Fife Council educators. Internet access is safeguarded using online filtering, both in school and when accessed on home networks.
If you think a child is in immediate danger, contact the police on 999.
If you’re worried about a child but they are not in immediate danger, you should share your concerns in line with the National Guidance for Child Protection in Scotland (2021).
| Contact Fife Child Protection Services |
|---|
| For non-emergency calls call Police Scotland on 101 or the Social Work Contact Centre (03451 551503) or email sw.enquiries@fife.gov.uk |
| Out of office hours (9 am to 5 pm) the Emergency Social Work number is 03451 550099 |
| Other services |
|---|
| Contact the NSPCC Helpline on 0808 800 5000 or by emailing help@nspcc.org.uk. NSPCC trained professionals will talk through your concerns with you and give you expert advice. |
| If your concern is about online sexual abuse, you can make a report to the Child Exploitation and Online Protection (CEOP) Safety Centre. |
Please alert your child’s school should there be a likelihood of peer issues at school due to social media. Your child’s school will support and give advice on managing social media use and signpost to useful resources.
Please visit the Fife Education Supporting Children in School page for further information regarding wellbeing and child protection.
