This article helps you troubleshoot why a guardian is not appearing in the portal when using the iSAMS API. It explains the minimum guardian details required, how the guardian–student link works, and additional configuration checks in the portal.
Check Guardian Details In iSAMS
For a guardian to sync into the portal via the iSAMS API, they must have all of the following fields populated in iSAMS:
Salutation.
First Name.
Last Name.
Email Address.
If any of these are missing, the guardian will not sync into the portal.
Check the JustContact / Contact Only flag
The portal also checks the JustContact (or Contact Only) field in iSAMS:
If the guardian is marked as Contact Only (JustContact = true), they will not sync into the portal.
To fix this:
Open the guardian record in iSAMS.
Check the JustContact / Contact Only flag.
If the guardian should appear in the portal, ensure they are not marked as contact only.
Save the changes, then allow time or trigger a sync (depending on your setup).
Check Guardian–Student Links In iSAMS
For a guardian to be linked to a student in the portal, the relationship must exist correctly in iSAMS.
In iSAMS, open the student record.
Check the linked guardians for that student.
Confirm that the guardian who should appear in the portal is linked to the student.
If the link doesn’t exist add the guardian as a linked contact for the student in iSAMS.
⚠️Important: If the guardian is marked as Contact Only, they will not sync and will not link to the student in the portal.
Make sure the guardian:
Has all required fields filled in (salutation, first name, last name, email), and
Is not marked as Contact Only.
Once the guardian is correctly linked and not contact only, the guardian–student link can be synced into the portal.
Check That The Student Is Also In The Portal
A guardian will only appear if their linked student is also present in the portal.
If the guardian still isn’t syncing:
Check whether the student is successfully syncing into the portal.
If the student is not in the portal, resolve the student sync issue first (for example, missing required data or incorrect configuration).
Once the student is syncing correctly, the guardian can then be pulled through, assuming all guardian requirements are met.
Check Guardian Types Configuration In The Portal
If the guardian has all the correct information and the student is syncing, but the guardian is still not appearing, this may be due to the way the portal is configured.
Go to the Admin Tool in the portal.
Navigate to Guardian Data.
Click Guardian Types.
Review the guardian type combinations configured for your portal.
If specific guardian types (for example, certain parental roles or contact categories) are not enabled or not mapped as expected, those guardians may not be included in the sync.
Update the guardian type configuration as needed so that the guardian types you use in iSAMS are allowed to sync into the portal.