Incident Details

This page contains all current information on the status of this incident.

Incident Details
Incident Status	closed
Services Impacted	SIMS
Start Time	2025-05-15 00:05 BST
End Time	2025-05-15 10:30 BST
Description	We have been made aware of the issue that some schools are being asked for an eligibility key when they log into SIMS. This is a SIMS wide issue which ParentPay are working to resolve urgently. As a result, the affected schools will not be able to access all areas of SIMS, in particular the school census. We are sorry for the disruption and understand this is concerning but have been assured by ParentPay they will fix this as soon as possible. We will update you again when we have more information.

Incident Updates
2025-05-15 10:32:01 BST	ParentPay have now concluded their investigation impacting a number of schools being prompted to enter an Eligibility Key upon logging into SIMS this morning. To resolve the issue; • For SIMS Connected customers; a change has been released on the platform. The issue should now be resolved on relogging into SIMS. • On-Premise customers will require patch 28955. This has been scheduled for this evening, outside of school hours. Once the patch has been run, please relog into SIMS to resolve the issue.

Incident Updates

Time

Detail

2025-05-15 10:32:01 BST

ParentPay have now concluded their investigation impacting a number of schools being prompted to enter an Eligibility Key upon logging into SIMS this morning.

To resolve the issue;

• For SIMS Connected customers; a change has been released on the platform. The issue should now be resolved on relogging into SIMS.
• On-Premise customers will require patch 28955. This has been scheduled for this evening, outside of school hours. Once the patch has been run, please relog into SIMS to resolve the issue.