Frequently Asked
Questions

 

I can’t log in or reset my password. What now?

  • Confirm that you have a member profile on the system
  • Confirm you are using the email linked to your profile to access/reset your password.
  • Make sure you are NOT using a learners email.
  • Confirm that you are using Google Chrome to access the system. Google Chrome works the best with the system; therefore, we recommend using it to access the system.
  • Confirm that you are using the correct link to access the system (https://generation.sis.codespace.co.za/ ) or are accessing the system via the Generation schools website (accessible by clicking on the Genex icon on the left side of the Generation schools website’s landing page

I can’t log in or reset my password. What now?

  • Confirm that you have a member profile on the system
  • Confirm you are using the email linked to your profile to access/reset your password.
  • Make sure you are NOT using a learners email.
  • Confirm that you are using Google Chrome to access the system. Google Chrome works the best with the system; therefore, we recommend using it to access the system.
  • Confirm that you are using the correct link to access the system (https://generation.sis.codespace.co.za/ ) or are accessing the system via the Generation schools website (accessible by clicking on the Genex icon on the left side of the Generation schools website’s landing page

I can't view my child’s profile, what do I do now?

  • Make sure your user profile is linked to your wards.
  • If your profile is not linked to your ward, you can contact our help desk to link your profile to view their profiles.
  • If your profile is linked – make sure it’s linked to the same campus as your ward.
  • If you are using a mobile device, tap on the three lines at the top-left of the display and click on ‘My students.
  • If you have multiple wards at our campuses, you can toggle between each of their profiles by clicking on the drop-down displayed at the top-right side of the display and toggling between their profiles.

What is my package subscription?

You can contact our helpdesk to confirm your package. If you are registered under the wrong subscription package, our Tech Support will help you switch to the correct package. Confirm the right package that their ward is supposed to be subscribed to.

I can’t enter my contact number into the application.

Your contact number would be entered in the following format: +27716511111. If this does not work and you continue to struggle, please contact our helpdesk for further assistance.

I need to delete a duplicate user account on the system. How do I do that?

To delete a duplicate user account, you need to contact our Tech Support. 

I can’t select a stage/phase/package from the drop-down menu in my application.

Please contact our helpdesk for further support. 

I can’t access my ward's report?

There are various reasons you aren’t able to access your ward’s report. It could be due to being restricted for non-payment, having limited access or your profile not being correctly linked to your ward’s user profile. To confirm which of these may be the issue, please contact our helpdesk for further support.

Is there an LMS training guide?

Yes, we have an LMS training guide schools, and guardians can use. Contact us for more information.

Is there an SIS training guide?

We are still busy working on creating an SIS guide. 

How are fees charged?

Our fees largely depend on the number of students signed up with us. The more students, the more economical our fees become. Contact us via our contact page to receive in-depth information on our fee structure.

Is this a once-off fee or subscription-based?

It’s a once-off fee. Once you pay the fee, you’ll have access to everything.

Do you keep Microsoft teams and other communication platforms?

Yes, we make use of the Microsoft 365 suit as well as various other internal communication platforms.

Do teachers have the flexibility to choose between using our curated content or using their own?

Yes, teachers can create and upload their content to the system. 

Who trains new teachers on our systems?

Training is facilitated through our Product Owner & Tech support team. They help us train new teachers on the full range of applicable GenEx platforms. 

Who do I contact if I need help?

You can contact our Tech Support. They are available from our dedicated helpdesk ticket system, email, and phone.

How do I receive content support from the Subject Matter Experts (SMEs)

You can contact them directly via email.

How do I follow along and help my child with their studies?

If you want to track your child’s progress, simply login to our platforms as a guardian and follow along with their courses and progress online.

How are teachers held accountable?

Our  Student Information System (SIS) is an excellent mechanism for holding teachers responsible as it comes with all the planning tools to assist them and monitor their progress. 

Is the content designed with the educator or student in mind?

All content is intended to be accessible and user-friendly. It is an interactive and narrated textbook that both educators and students can easily follow. 

What do teachers in a subject do if they decide/want to teach in a different sequence?

The school generally decides this as a collective.

Are there available assessments papers linked to a subject's curriculum outcomes?

A test bank is open on the system. 

Have another question?