Running late or changing plans

Running late, sending a backup, or keeping your child home for the day — the right move depends on what's changing.

Running late for pickup

If you'll be past your daycare's normal close time:

1. Open Messages tab → message your child's teacher directly. Say "running ~20 min late, on my way."
2. If pickup is in the next 30 minutes, also call the daycare's main number — messages aren't guaranteed to be seen instantly.

We don't yet have a dedicated "I'm running late" button. Messaging is the simplest path today.

Sending someone else to pick up

If you can't make it at all and want to send another person:

1. If they're not already on your family, add them as a family member — see Add a pickup contact. Their pickup code works right away; there is no approval to wait for.
2. Make sure they know their own 4-digit pickup code. If they have the app it's under the CODE button on their Home tab; if they don't, read it to them from Me → Family Pickup Codes.
3. A courtesy message to the teacher ("Grandma Rose is picking up Sally today") is never required, but always appreciated.

Make sure the person on the way is on your child's approved contacts list in your enrollment paperwork. If they're not, the daycare may refuse the pickup — call the center first to verify.

Keeping your child home

No notification is strictly required, but it's appreciated:

1. Open Messages → message your child's teacher.
2. Short and clear: "Sally's home sick today — hoping back Thursday."

You don't have to message — the daycare will just mark them absent after an hour or so — but teachers appreciate knowing so they can ask after your kid ("hope she feels better!") when you're back.

A big schedule change

If your whole week is shifting — say, you're on vacation next week:

1. Message the center admin (not just the teacher) via the Messages tab.
2. Include the dates and whether to pause or adjust your regular schedule.
3. For billing questions (do you still owe tuition?), message the admin or email [email protected] — the answer depends on your daycare's cancellation policy.

If your child's having a rough day and you want updates

Message the teacher and ask. "If she doesn't eat lunch please send a message, I can come pick her up early." Most teachers will set a reminder or just check in via the feed later.

Troubleshooting

Can't reach anyone and it's urgent. Call the daycare's main number — that's the only real-time channel. The app is async.

Message sent but the teacher is out today. Your message sits in their inbox until they're back. For anything urgent, call the center or send the message to the Room conversation so any teacher in that room sees it.

Daycare said my "pickup contact" wasn't on the approved list. They're not on your child's approved contacts list in your enrollment paperwork. Center policy still governs who may take a child, even with a working pickup code — staff can refuse anyone not on that list. Come get your child yourself, or update the paperwork with the center first.

Got a late-pickup fee I didn't know about. The fee is set by your center's late-pickup policy, usually stated in your enrollment docs. Message billing questions to your admin — they can waive it as a one-time courtesy, though they don't have to.