Our development team has shared an update on the issue affecting some parents logging in to the ParentMail app. On 19 August, the certificate used by our secure login service moved to a newer, more secure trust chain. Some devices haven't yet been updated to recognise this newer chain, so they reject the secure connection and the login window in the ParentMail app doesn't open. This only affects the login screen, it doesn't affect parents' accounts or data.

In the meantime, parents affected can log in via a web browser instead of the app: 1. Open Google Chrome on the device. 2. Go to ParentMail web login URL and log in as normal. 3. On mobile, if it keeps redirecting back to the app instead of loading the page, the app may need to be removed for now. We'll confirm once it's safe to reinstall. Our engineers have identified the cause and are now working on the best way to resolve it.

We hope to provide a further update on the progress of this issue soon.