Guardians - Troubleshooting Guide for the Guardian Portal

This article will demonstrate how to login to your Web Portal for Guardians & Carers through a computer or laptop.

Accessing & Logging into the Web Portal for Guardians & Carers

Xap includes a Portal for Guardians and Carers on both a Web browser and the Smile App. This allows you to communicate effectively and easily with the Service.

Step 1: Xap will send you an email that will contain your username, password, and a link for you to login.

Step 2: Click on the link and fill out with your login details. Select Activate your Account.

Step 3: Bookmark this page for easy access to Xap by clicking on the star on the right of the address bar.

Troubleshooting logging in

If you are having trouble logging in to the portal for guardians, please try the following steps:

1. Are you able to open other web pages? If no, then then you will need to check your internet connection.

2. Check your internet connection / Wi-Fi connection is it working and connected properly?

3. Are you using the preferred browser?

4. We recommend using Google Chrome to obtain the best access possible.

5. If you have tried all of the above and still having issues logging in please contact your Centre to advise and they will be able to assist you further or advise if there are any issues.

Why haven't I received my activation or password reset email?

When your account is created in Xap, you will receive an email to create the password for your account. The account activation email will have a following subject line

We try to ensure that the emails are delivered to your inbox. However, depending upon your email

client, it may end up in your spam or junk folder.

Please follow the guide below depending upon your email client to locate the account activation email.

Hotmail Users:

If you have not received the account activation email in your inbox, please check your Junk E-mail folder just in case the account activation email got delivered there instead of your inbox. If so, select the account activation email and click Not Junk, which will allow future messages to get through.

Yahoo Users:

If you have not received the account activation email in your inbox, please check your Bulk Mail folder just in case the account activation email got delivered there instead of your inbox. If so, select the account activation email and click Not Spam, which will allow future messages to get through.

Gmail Users:

If you have not received the account activation email in your inbox, please check your Spam folder just in case the account activation email got delivered there instead of your inbox. If so, select the account activation email and click Not Spam, which will allow future messages to get through.

Everyone else:

If you have not received the account activation email in your inbox, please check your Spam or Bulk E-Mail folder just in case the account activation email got delivered there instead of your inbox. If so, select the account activation email and mark it Not Spam, which should allow future messages to get through.

If you still cannot find the account activation email, please contact your Centre Director to send new activation email.

If you still cannot find the password reset email, you can retry resetting your password again by clicking reset my password.

see the below guides:

Web Portal for Guardians & Carers - Multi Centre & Company Access

Guardian Process linking a new Service to existing Guardian Portal

Updated on: 11/12/2024