A user can’t sign in to GoGuardian Hall Pass, sees an access message, has the wrong role or school, or can’t use Hall Pass actions in GoGuardian Teacher. Most access problems trace back to the user’s site assignment in GoGuardian Org Management.
Fix No Access to Hall Pass at This School
The user sees a page headed “You don’t have access to Hall Pass at this school,” or Hall Pass doesn’t appear in their GoGuardian product switcher. The page tells students to ask a teacher or school administrator, and staff to contact their IT team.
Identify Possible Causes
- No OU assignment or individual user assignment matches the user for any role at the site. A Hall Pass license alone doesn’t grant access. Every user, Super Users included, needs a site assignment.
- The assigned OU path doesn’t exactly match the user’s OU path. OU assignment uses exact path matching and includes only the users directly in that OU.
Apply Solution
Try these solutions, most common first:
- Confirm the user’s OU path in your directory (Google Admin Console or Active Directory).
- In Org Management, select Product Settings → Hall Pass → Sites, click Edit on the site, and check the Admins, Staff, and Students tabs for an OU assignment that matches that path.
- If no assignment exists, add one. See Add Organizational Units to Site.
- If an assignment exists, confirm it matches the user’s OU path exactly. For example, an assignment for
/school_a/students doesn’t apply to a student in /school_a/students/grade_9. To include that student, assign /school_a/students/grade_9 too.
- If the match looks correct and the message still appears, add the user individually as an override. See Add Individual Users to Site.
If your organization also has GoGuardian Visitor, the Org Management menu is named Hall Pass/Visitor.
Turn On Student Dashboard Access
A student sees “Student dashboard access is turned off” when they sign in.
Identify Possible Causes
- The student is assigned to the site, but Allow Student Dashboard Access is turned off in Site Rules. Staff can still create passes for the student, and the student can still request passes from a kiosk.
Apply Solution
- To let students open their dashboard, turn on Allow Student Dashboard Access. See Control Student Permissions.
Fix Staff Account Not Enabled for Hall Pass
A staff member sees “Hall Pass has not been enabled for your staff account” when they sign in.
Identify Possible Causes
- Their staff account has no Hall Pass assignment, but their student account with the same email address does. Hall Pass always signs in the staff account.
Apply Solution
- Add the staff account to the site on the Admins or Staff tab.
Correct Wrong Role in Hall Pass
A user’s role in Hall Pass doesn’t match the role their OU assignment gives.
Identify Possible Causes
- The person is also individually assigned to a different role. Individual assignment takes precedence over OU assignment. A stale individual assignment from a previous school year or role change can override the current OU assignment.
Apply Solution
- Find the individual assignment on the relevant role tab in Org Management and remove it.
Show All Schools for Multi-Site Staff
A staff member who supports more than 1 school sees only 1 building, or none at all, when they sign in.
Identify Possible Causes
- Each site needs its own assignment. Without an explicit assignment for each site, the user doesn’t get access to that site.
Apply Solution
- Add the staff member as an individual user on each additional site. See Add Individual Users to Site.
Find User Missing from Hall Pass
A teacher or student doesn’t appear in Hall Pass at all, not just with the wrong role or site.
Identify Possible Causes
- They aren’t assigned. Hall Pass shows only users covered by an OU assignment or individual user assignment.
- They aren’t in Org Management yet. Hall Pass has no roster of its own, so a user who was never provisioned into Org Management can’t be assigned.
Apply Solution
Try these solutions, most common first:
- Confirm an assignment covers the user’s OU, or add them individually. See Fix No Access to Hall Pass at This School.
- Confirm the account exists in Org Management. If it’s missing, resolve the underlying directory sync in Troubleshoot Rostering and Sync Issues Across GoGuardian, or add the account manually in Create and Manage User Accounts.
- Verify the result: Once the account exists and is assigned, your assignments apply on the user’s next sign-in.
Fix Hall Pass Actions in GoGuardian Teacher
A teacher doesn’t see the Create Hallpass button or a pass status button on a student’s screen in GoGuardian Teacher, nothing happens when they click a Hall Pass button, they can’t create a pass for a student, or they see a “Hall Pass not enabled” error.
Identify Possible Causes
- A browser pop-up blocker stops a Hall Pass window from opening. The integration opens Hall Pass in a new pop-up window.
- The teacher isn’t assigned to a Hall Pass site with the Staff or Site Admin role, so Teacher can’t retrieve or show Hall Pass data for them. Or the teacher and the student don’t share a Hall Pass site.
- The student is deactivated or archived, so they may not appear as eligible for Hall Pass actions.
- Hall Pass isn’t licensed or enabled for the organization, or the teacher is missing the site mapping that Hall Pass authorization requires. Either one causes the “Hall Pass not enabled” error.
Apply Solution
Try these solutions, most common first:
- Have the teacher allow pop-ups for GoGuardian Teacher and Hall Pass domains in their browser settings.
- In Org Management, select Product Settings → Hall Pass (Hall Pass/Visitor if your organization also has GoGuardian Visitor) → Sites. Click Edit for the relevant site, then assign the teacher on the Staff or Admins tab by OU or as an individual user. The Admins tab assigns the Site Admin role in Hall Pass. See Set Up Hall Pass in Org Management for full steps.
- Map the teacher and the student to the same site in Org Management.
- Confirm the student is active at the site.
- Contact your GoGuardian administrator to confirm Hall Pass is licensed and enabled for your organization.
- Verify the result: In a GoGuardian Teacher class session, open the student’s screen. The Create Hallpass button appears with the other commands. See Confirm Integration Is Working.
If the user still can’t access Hall Pass, contact GoGuardian Support. Include:
- The affected user’s email address
- The site and role you expect them to have
- The exact message they see, or which Hall Pass action doesn’t work
- The OU path from your directory, and the assignments on the site’s Admins, Staff, and Students tabs
Resources
Last modified on November 12, 2026
