Support
Help with the IEMS app and the IEMS platform — what your school can fix, what we can fix, and how to reach us.
On this page
Last updated 22 August 2026
Write to support@iems.africa. We answer on business days, usually within one working day, and we will tell you if something will take longer.
support@iems.africaOn the web
Use the contact form on this site if you would rather not email. Tell us which school you are at — it is the first thing we ask.
Talk to usPrivacy requests
Write to privacy@iems.africa for access, correction or deletion of your information. The privacy policy explains how those requests are routed.
privacy@iems.africaPolicy and terms
What is held about you and what we do with it, and the terms your account is used under.
Privacy policyStart with your school
Your school administers your account, and it can resolve most things faster than we can: it issues sign-ins, resets passwords, links a guardian to a child, corrects a name or a class, and decides who may see what. Marks, attendance, fee amounts and school notices are the school’s records — we cannot change them for you, and would not be told if they were wrong.
Come to us when the app or the site itself is at fault: it will not open, a screen fails to load, something looks broken, or your school has asked us to look.
What to tell us
Your school’s name, your role there, what you were doing, what happened instead, and the phone and app version if it is the app. A screenshot resolves more tickets than anything else. Please do not send passwords, and take care with a child’s medical or pastoral detail — describe it rather than attaching it.
Common questions
- I cannot create an account
- There is no self sign-up. Your school issues accounts. Ask its office for your school code and your sign-in; if your school does not use IEMS yet, tell them about us and we will speak to them.
- What is a school code?
- A short code that tells the app which school you belong to, given to you by your school. Entering it takes you to your school’s own sign-in.
- I have forgotten my password
- Use the forgotten-password link on the sign-in screen, which emails you a link. If the email address on your account is wrong or out of date, only your school can change it.
- A child of mine is missing from the app
- The app shows the children your school has linked to you. Ask the school office to link the child to your guardian record; it takes a moment at their end and appears in the app straight away.
- Can I pay fees in the app?
- Not yet. The app shows what is owed and what has been paid. Pay by transfer, at the school office, or on your school’s IEMS portal on the web. We will say so here when that changes.
- Does the register work without signal?
- Yes. A teacher can open and mark the daily register with no connection at all; it is stored on the phone and sent when the network returns. Most other screens need the network, and will say so rather than spinning.
- I am not getting notifications
- Check that notifications are allowed for the app in your phone’s settings, and that you are signed in to the right school. Which alerts a school sends, and to whom, is the school’s setting — ask its office if you expect one you never see.
- How do I delete my account?
- Ask your school, or write to privacy@iems.africa. Accounts are created by schools, not in the app, and a learner’s record is the school’s to erase. The privacy policy sets out what happens to records a school must keep by law.
The apps
The IEMS app is available for Android and iOS. Keep it up to date — we release fixes through the stores, and an old version can be asked to update before it will sign in. The platform also runs in a browser at your school’s own address, and everything in the app is there too.
Reporting a security problem
If you believe you have found a vulnerability, write to security@iems.africa with enough detail to reproduce it. Please give us a reasonable chance to fix it before telling anyone else, and do not access, change or keep anyone else’s data while investigating. We will confirm receipt and keep you posted.