Who this is for: Boarding Admins and House Parents
No Support contact needed for most cases
This guide covers three common pass problems that look confusing but are usually quick to fix:
Problem 1 — An endorsement has been set up but isn't appearing on the pass
Problem 2 — A scheduled or recurring pass isn't showing on a student's tile
Problem 3 — An endorsement isn’t visible on recurring passes (expected behavior)
Work through whichever section applies to you.
Problem 1 — Pass endorsement not showing
What you're seeing
An endorsement has been set up on a pass type, but it's not appearing when staff view a student's active pass — or when a pass is created from the parent web interface.
Why this happens
The three most common causes:
The endorsement rule is attached to the wrong pass type
The endorsement rule conditions don’t match the student you’re testing with (for example, house or group restriction)
The endorsement is restricted to a specific house or group that the student isn't part of
How to fix it
Step 1 — Go to Admin Console > Passes (under the Attendance section).
Step 2 — Find the pass type the student is using and open its settings.
Step 3 — Select the Worflow step Go to the Endorsements section. Confirm the endorsement rule is attached to this pass type and not a different one.
Step 5 — Save your changes, then ask the student or parent to try the pass again.
Problem 2 — Scheduled or recurring pass not showing on student tile
What you're seeing
A pass has been set up as a scheduled or recurring pass, but it's not visible on the student's tile on the Homeboard.
Why this happens
The pass schedule dates have expired or haven't started yet
The pass is assigned to a group or house that doesn't include the student
The pass type has been deactivated
How to fix it
Step 1 — From the Homeboard, click the student's tile to open their active passes.
Step 2 — If the pass isn't listed, go to Admin Console > Passes and locate the scheduled pass.
Step 3 — Check the start and end dates. Confirm the schedule is active for today's date.
Step 4 — Confirm the pass type is set to Active — not archived or disabled.
Step 5 — Check the student assignment. Make sure the student is included in the pass's assigned group or house.
Step 6 — If everything looks correct and the pass still isn't showing, contact Support with the pass name and the student's name.
Note: Recurring passes created in a previous school year may need to be re-created if the dates haven't been updated for the current year. This is the most commonly missed step at the start of a new school year.
Problem 3 — Endorsement not visible on recurring passes
What you're seeing
You have a recurring pass series, but the endorsement step is only visible on the first pass (the “parent” pass). The later passes look like they skip the endorsement.
Why this happens
This is expected behavior.
The endorsement is captured on the parent pass.
The remaining passes in the series are generated from that parent pass and are scheduled directly, so they do not prompt for endorsements again.
What to do
If the endorsement is correct on the parent pass, no changes are needed.
If the endorsement is missing or incorrect on the parent pass, update the endorsement there, then re-check the upcoming passes in the series.
Quick reference — common issues
Symptom | What to check |
Endorsement appears in one place but not another | Confirm the student is eligible for the endorsement (correct pass type and house or group assignment) |
Pass visible in Admin but not on Homeboard tile | Pass start date and student assignment |
Parent can't see the endorsement option | Confirm endorsement is enabled for the parent web interface |
Recurring pass worked last year but not now | Re-create the pass with updated dates for the current school year |
When to contact Support
If you've followed the steps above and the settings all look correct but the issue is still happening, reach out to the Orah Support team.
To help us resolve it faster, please include:
The pass type name
The student's name
A screenshot of the pass settings