Support

Last updated: 5 November 2026

Help for teachers, school staff and school IT using StoryJar on the web or on the StoryJar iPad app.

How to get help

Email us at hello@storyjar.co.uk. Say what you were trying to do, what you expected to happen and what happened instead. It helps to tell us:

your school's name, and your own name and role;
whether you were using a web browser or the iPad app, and which device;
roughly when it happened, and the words of any message on the screen.

Please do not put pupils' names or their work in an email — no screenshots of a pupil's page, photos or recordings. Describe the problem instead (for example “a pupil in Year 2 could not hand in a drawing”) and we will ask for anything else we need in a way that keeps it inside StoryJar.

Signing pupils in on the iPad app

Pupils do not have passwords. On the iPad app, a pupil types the class code or scans the class QR code, then taps their own name. A teacher finds both with the “Show code & QR” button at the top of the class in Journals, which shows them large enough to hold up to the room.

Which iPads the app runs on

The StoryJar iPad app needs iPadOS 17 or later.

The app says “No internet” but the Wi-Fi works

This is usually the school's web filter rather than the Wi-Fi. Filters that inspect HTTPS traffic (for example Smoothwall) put their own certificate in front of StoryJar, and the iPad app will not trust it, so it reports no connection even though web pages load. Your IT team can fix it in either of two ways:

exempt storyjar.co.uk from HTTPS inspection on the filter; or
install and trust the filter's certificate on the iPads, usually through your device management (MDM).

Exempting storyjar.co.uk is the simpler of the two. If it still says “No internet” afterwards, email us with the name of your filter.

Raising a safeguarding concern