Troubleshooting

Every family gets its own private email address — something like smith4f2a@123organiser.com. Find your real one any time on the Account tab (it's also shown once right after you sign up).

Give this address to your child's school, nursery, or club and ask them to add it as an extra contact alongside your own — the same way you might add a grandparent or childminder. They don't need a new system or login, just to save one extra email address against your child's record. Once they have it, their usual newsletters and updates reach us automatically, with nothing extra for you to do.

If a school or club won't add it directly — some smaller clubs manage contacts informally — you can still get things in yourself: open the Diary tab, tap +, choose Add file or email, and paste the email's text straight in. Works exactly the same as them sending it to us.

A few things worth checking:

1. Confirm the school or club actually has your 123 Organiser address saved as a contact — a quick email to the office asking them to check is usually the fastest way
2. Some schools only cc it on certain kinds of message (e.g. whole-school newsletters but not individual class emails) — ask what they've added it against
3. Check the Messages tab, not just the Diary — not every email contains a date or action worth adding to your diary, but everything we receive is still read, summarised, and shown there
4. Check you haven't reached your monthly email allowance — see below

In the meantime, you can always add things yourself: Diary tab → + → Add file or email. Still stuck? Get in touch and we'll help you check from our side.

On iPhone, Apple only delivers notifications to a site that's been added to your Home Screen as a web app — a regular Safari tab, even bookmarked, can't receive them at all. If you haven't done this yet:

1. Open 123 Organiser in Safari (not Chrome or another browser — this only works in Safari on iPhone)
2. Tap the Share icon (the square with an arrow pointing up)
3. Scroll down and tap Add to Home Screen
4. If you see an Open as Web App toggle, make sure it's switched on, then tap Add
5. Open 123 Organiser from the new icon on your Home Screen, then go to Account and make sure notifications are switched on

On Android, notifications generally work from a normal browser tab too, but adding it to your Home Screen (Chrome's menu → Add to Home Screen or Install app) gives you the same full-screen, no-address-bar experience as any other app.

Still not arriving? Check Settings → Notifications → 123 Organiser on your phone (Android's equivalent is in the same place) and make sure notifications are allowed there too — the switch inside 123 Organiser and the one in your phone's own settings are separate, and both need to be on.

Open the Diary tab, tap the event in question, then Edit to correct the date, time, or any other detail — or Delete it if it shouldn't have been added at all. Your change is saved immediately.

If it's happening often for a particular sender, let us know — it helps us improve how we read that kind of email.

If you've connected 123 Organiser to your phone's own calendar app via the calendar feed (Account tab → sync with your calendar), a few things worth knowing:

• It's one-way — events flow from 123 Organiser into your calendar app, not the other way round
• Your calendar app checks for updates on its own schedule, not instantly — most apps refresh every few hours rather than the moment something's added
• If the feed's stopped working entirely, try removing the calendar subscription from your calendar app and re-adding it fresh from your Account tab

Your account and diary haven't gone anywhere — you just need to verify who you are again on this device, the same way you did when you first signed up:

Log back in

Enter your name, email, and the mobile number already on your account, and we'll text a code to that number to confirm it's you. If your mobile number has changed too, get in touch and we'll help you get set up with the new one.

One thing that won't carry over automatically: your message history. That's stored only on your old device, not centrally with us, unless you'd already turned on encrypted backup — see our Privacy Policy for how that works.

A few things to check:

1. Make sure you're entering the exact name, email, and mobile number already on your account — even a small mismatch stops the code being sent
2. Text messages can take a minute or two to arrive — if you've requested several codes in quick succession, wait a few minutes before trying again, since repeated requests are deliberately slowed down for security
3. Check your phone has signal and hasn't silently blocked the sending number

Still nothing? Get in touch and we'll verify you another way.

No. Updates happen automatically — there's nothing to download or reinstall. If you've had 123 Organiser open in the background for a while, close and reopen it to make sure you're using the latest version.

Each plan has its own monthly email allowance, shown on your Account tab alongside how much you've used. Once you reach it for the month:

• Further emails that month aren't read or summarised — you'll get a single message telling you the limit's been reached, not one for every email after that
• Nothing already read and summarised before the limit is affected
• Your allowance resets at the start of the next calendar month

Need more headroom sooner? See upgrade options — our paid plan removes the monthly limit entirely, not just raises it.

123 Organiser reads PDFs, images (JPG/PNG), and Word/PowerPoint/Excel documents (.docx/.pptx/.xlsx) attached to an email. A few things stop an attachment being read:

• It's over 4MB — each attachment needs to be under this individually
• It's an old-style Word, PowerPoint, or Excel file (the versions from before 2007) rather than the modern .docx/.pptx/.xlsx format
• It's a file type we don't read at all, like a .zip or a video

The email itself is still read and summarised as normal — it's only that specific attachment that's skipped.