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Common questions
How do I reset my password?
On the platform login at
whiteoak-io.com/platform.html, click "Forgot password?" under the Access Platform button. Enter your email — a reset link arrives instantly.
How do I get SFTP credentials to my IT team?
After onboarding a district in the admin portal, a credentials card appears automatically. Click "Email to IT" to send a pre-written email with the host, username, port, and all school drop paths.
My data isn't updating — what should I check?
Go to Data Feeds in the admin portal and check the last sync time. Verify that IT's SFTP export ran and files landed in the correct path. Check the Ingest Log for detailed error messages.
When does the nightly sync run?
The SFTP ingest runs at 6:00am EST daily. Data is validated and visible in the platform by 7:00am. The platform shows a staleness banner if data is more than 36 hours old.
Can I import data manually?
Yes. Go to Import Data in the admin portal. Drag and drop a CSV or Excel file, preview it, and commit. Column names are auto-detected from your ERP's export format.
What do I do if an exception is flagged incorrectly?
On the Exceptions page, click the flag to open the detail. Acknowledge it with a note, resolve it if corrected, or dismiss it as a known false positive. All actions are logged to the audit trail.
Still need help?
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