Un-Integrating a Single Profile
If you need to remove the integration for a single profile for any reason (eg - the incorrect profile was merged), you can do this via the Profile Page.
On a staff members profile page, click 'Decouple SIA' to remove the integration from your SCR profile:
Once you have removed the integration from the profile, in your SICR portal, the profile will appear in Settings > Sign In App Upload as an unintegrated profile. This can be pushed through to SIA if you need to create a new SIA profile for this person.
The un-integrated SIA counterpart will pull back through to your SCR with the next sync, unless you have deleted/archived this profile from SIA. You then have the following options:
If the profile is needed in SICR: Merge this with the correct SICR profile.
If the SIA profile is not needed in SICR: You can simply delete this from your SICR portal. When an SIA profile is deleted from the SCR portal, it adds the profile to an exclusion list, which stops the profile from being imported again to your SCR.
Profiles Not Appearing in the Other System
If profiles are not syncing between Sign In App and Sign In Central Record, check the following:
Is the group linked? In Sign In App, go to Manage > Groups > Select group > Integrations and confirm your organisation is selected. Only Repeat groups can be linked — Standard groups will not sync.
Is profile type mapping set up? In SICR, go to Settings > Sign In App > Configuration > Profile Type Map and check that the correct SIA groups are mapped to the correct SICR profile types. If a group is missing from the dropdown, go back to SIA and link that group first (see Step 1 of this guide), then refresh the SICR page.
Have you run the import/push? Profiles do not appear automatically on first setup. You need to either Import from SIA into SICR (Settings > Sign In App > Configuration > Import) or Push from SICR to SIA (Settings > Sign In App Upload > Push All). See Step 4 in this guide for full instructions.
Is the person an admin/portal user only? The integration only syncs group members and profile members. Admin and portal users are managed separately and must be added manually in each system.
Duplicate Profiles
On First Sync
When you first sync your accounts, duplicate profiles may appear in Sign In Central Record. This is expected behaviour — the import creates new profiles alongside your existing ones.
Important: Do not delete duplicate profiles. Deleting a duplicate will break the integration link for that person, and they will no longer sync between the two systems. Always merge duplicates instead.
Please see Merging Profiles for a step by step, or a demonstration in the video below:
What if I've already deleted a profile by mistake? - Contact us at [email protected]. We can usually restore deleted profiles within 90 days. Once restored, you will need to merge the profiles as described above to re-establish the integration link.
After First Sync
If you are seeing duplicate profiles appear on your SCR after you have completed the initial profile merge, there are a few things you can check.
Is this a new staff member/repeat visitor? - If so, you just need to merge the new SIA profile with the new SCR profile (see above for merging) to complete the integration.
Check your group details - From your Sign In App portal, head to Manage > Groups > Select Repeat Group > Details and under Permissions, check if 'Allow new group members to be added via the iPad app' is toggled on.
When this is selected, group members may accidentally create a second profile for themselves within the group, rather than signing in using their existing profile. We recommend turning this off for integrated groups to avoid unnecessary duplicates.
Does the person have a second profile in SIA? - If a person has two or more profiles within SIA, for example if they have a multiple roles, you need to decide if they also require multiple profiles on your SCR.
If yes: You can merge the second SIA profile with the second SCR profile, maintaining both roles for a staff member in each portal for accuracy and you can see which role they are signing in for on the day.
If no: If the second SIA profile is not needed in SICR, you can simply delete this from your SICR portal. When an SIA profile is deleted from the SCR portal, it adds the profile to an exclusion list, which stops the profile from being imported again to your SCR.
Note: Any profiles on the exclusion list can be removed if you need them to pull through to your SCR again. Contact our support team via the in-app chat feature with the name of the profile you'd like to be restored, and we can remove this from the exclusion list for you.
Unwanted Profiles Syncing
The integration works at the group level. All members of a linked group will sync to SICR based on the profile type mapping. If you are seeing unwanted profiles (e.g. dummy staff, test accounts, or members who should not appear in SICR), you have the following options:
Remove the person from the linked SIA group. This will stop them syncing to SICR. Note that this will also remove them from the group in Sign In App, which may affect other features such as absence management.
Adjust your profile type mapping in SICR. You can use role-based conditions to exclude certain profiles. For example, you could map only profiles whose role contains 'teacher' to the Teaching Staff profile type.
Move the person to a separate, non-linked group in SIA. This keeps them in Sign In App without syncing to SICR.
Delete the unwanted profile in SICR. When you delete an integrated profile in SICR, this adds the profile to an exclusion list, which will prevent the profile from syncing again in the future.
Safety Check Not Working / Green Shield Not Showing
If a person is showing as compliant in SICR but the green shield is not appearing in Sign In App, or they are being blocked from signing in, check the following:
Is the Safety Check enabled? In Sign In App, go to Manage > Safety Check > Sign In Central Record and confirm the toggle is switched on.
Check the group's sign-in options. Go to Manage > Groups > Select group > Sign in options and scroll to the Safety Check setting. There are three options:
Don't check — No Central Record criteria are checked (the green shield will not appear).
Reject sign in when entry criteria not met — The person will be blocked from signing in if they are not compliant.
Allow sign in when entry criteria not met — The person can still sign in, but notifications will be sent and compliance status will be visible.
Check the rating system settings. Go to Manage > Groups > Select group > Integrations and confirm the correct rating systems are selected. If set to 'Do not check rating systems', the green shield will not appear.
Check the person's SICR profile. The green shield only shows when a person is compliant with the groups selected rating system(s) in SICR. Review their profile for any missing or expired information.
Is the profile correctly linked? If the integration link has been broken (e.g. the profile was deleted instead of merged, or the incorrect profile was merged), the safety check cannot retrieve the person's compliance data. You may see the error: "We were unable to get this member's information from Central Record, please contact your portal administrator." If this happens, contact support to restore the link.
Please Note: The green shield appears in the Today screen and Members section of the Sign In App management portal. A green shield means the person is compliant in the rating system(s) selected for that group at the time of sign in.
Leavers and Returners
Making someone a Leaver, or archiving/deleting a profile in one system does not automatically archive or delete it in the other, as it may still be needed. You will need to manage this in both systems separately.
When a leaving date is added to a profile in SICR (either manually or via MIS), the integration link for that profile is severed from the day your SCR profile becomes a Leaver. This means no further updates will sync for that person.
If the person returns (e.g. a staff member re-joins the school) and the leaving date is removed from the MIS, the leaving date will not automatically be removed in SICR. You will need to manually remove the leaving date from their SICR profile to make them active again.
Please Note: After removing the leaving date in SICR, you may need to re-establish the integration link for the returning person. If their profile does not begin syncing again, contact support for assistance.
Still Need Help?
If you've followed the steps above and are still experiencing issues, please contact our support team at [email protected] or use the chat widget in the bottom right-hand corner of your portal. When reaching out, please include:
The name(s) of any affected profiles
Which system you are seeing the issue in (Sign In App or Central Record)
Any error messages displayed