Start in the right place and most things are sorted the same
day.
Who to ask
Parents and guardians → your child's school. The
school holds the records and is the only one who can change them. A
wrong mark, a wrong attendance mark, a missing child, a fee query:
the school can fix it today. We cannot.
Teachers and school staff → your school's Pennant
administrator. They manage classes, roles and who can see
what.
School administrators → us. Anything the school
cannot resolve from inside the app is ours.
Contact us
Email info@mojuko.com. We answer on
weekdays, 08:00–17:00 SAST, and aim to reply within one working day.
Whether you are a parent, a teacher or an administrator
What you expected to happen, and what happened instead
A screenshot, if there was anything on screen
Please do not email us a child's marks, behaviour record or ID
number. We do not need them to help, and email is not the place
for them. Tell us the school and the learner's first name and we will work
with the school from there.
Questions that come up most
My join code will not work
A code looks like 4KP7-2WQF. Capitals and the dash do not
matter — type it however you like. There are no vowels in a code, and
no 0, O, 1, I,
L, 5 or S, because those are
the characters people misread off a printed slip. If you are seeing
one of those, it is probably a different character.
A code can also stop working on purpose: it expires, the school can
cancel it, and it stops after the number of uses the school set —
usually two, one per guardian. The app will tell you which of those
has happened. Ask the school for a fresh one.
It asks for my child's first name and keeps rejecting it
Use the first name the school has on the roll, not a nickname and not a
second name they go by. If Michael is Mike at home, the school's file
probably says Michael. If it still fails, the school can tell you
exactly what is on file.
I have two children at the school and can only see one
Each child has their own code, on purpose — a code links one child and
no others. Ask the school for a code for the second child and redeem it
the same way. Both children then appear in the switcher at the top of
the app.
I have forgotten my password
Tap Forgot your password? under the sign-in button and
we will email you a reset link. It goes to the address your school has
on file for you. If nothing arrives, check your spam folder, then ask
the school to confirm which address they have.
I am not getting notifications
First check that you allowed notifications when the app asked —
on iOS, Settings → Pennant → Notifications; on Android, the app's
notification settings.
If merits arrive but demerits do not, nothing is broken.
Merits are sent immediately. Demerits are held and sent as one
summary at 15:00 on weekdays, so a difficult morning does not
become a stream of alerts at your desk, and so a parent hears about the
day as a day.
My child's marks or attendance look wrong
Speak to the subject teacher or the class teacher. They can correct it
in the app and the change is visible to you straight away. Marks are
the school's record, so we cannot change them on request.
I cannot see this term's report
A report becomes visible to parents only once the school releases it.
Before that it moves from the subject teachers to the class teacher to
the principal, and it is deliberately invisible to families while it is
still being written. If the term has ended and there is still nothing,
ask the school where the report is in that queue.
A report I already read has changed
A released report is frozen. If something in it was wrong, the school
issues a numbered revision rather than quietly editing the original,
and the new one says what changed. You keep being able to see that a
revision happened.
Can I reply to a class post so the whole class sees it?
No — and that is the design. A class post goes from a teacher to every
parent in the class at once, and each reply goes privately to the
teacher. Parents cannot see each other's replies, or each other.
Someone has left the school, or joined mid-year
The school's administrator handles enrolments, staff invitations and
removing access. Access ends as soon as they make the change.
I want my information deleted
For anything about a learner, ask the school — the records are theirs
and they can remove them. For your own Pennant account, email
info@mojuko.com and we will delete the account
and the device tokens attached to it. The
privacy notice sets out the rest of your rights
under POPIA.
Reporting a security problem
If you think you have found a way to see something you should not, please
tell us at info@mojuko.com. We will acknowledge
it within 2 working days and keep you posted on
the fix.
Two requests. Please do not test against a live school's data — if you
need an account to demonstrate something, ask us and we will set one up.
And please give us a reasonable chance to fix it before you publish. We
will not pursue anyone who reports a problem in good faith and follows
those two lines.
For schools evaluating Pennant
Under POPIA your school is the responsible party for its learners'
information and Pennant is your operator, which means the arrangement
between us has to be in writing. Email
info@mojuko.com and we will send you the operator
agreement along with the security summary your governing body will want to
see. The privacy notice covers what we hold, where
it lives, and what our own staff can and cannot see.