Troubleshooting Common Issues

Most issues fall into a handful of common causes — a weak connection, a permission the app hasn't been granted, or simply waiting on someone else's action (like a teacher marking attendance). Work through the relevant section below before assuming something is broken. If none of it helps, see Contact Support.

Cannot Login

Likely causes

• No or weak internet connection when requesting an OTP or logging in.
• OTP expired before it was entered, or an old code was re-entered.
• No account has actually been created yet for you (accounts are set up by your School Admin, not self-signup).
• Wrong login method selected — trying password login when you've never set one.

Try this

1. Check your connection, then request a fresh OTP rather than reusing an old one.
2. Confirm you're using the mobile number or email your school has on file.
3. Switch to OTP login if you've forgotten your password — no reset needed.
4. If you're sure your school uses Larnup but have never received an invite, contact your school office to have one sent.

Bus Not Showing

Likely causes

• The trip hasn't started yet, or has already ended for the day.
• The driver's device has lost GPS or network signal.
• The app needs to be refreshed or reopened to pick up the latest location.
• The bus is temporarily in a GPS dead zone (tunnels, dense buildings, basements).

Try this

1. Confirm the trip is actually scheduled to be running right now.
2. Pull to refresh the live tracking screen, or close and reopen the app.
3. Wait a minute — a brief GPS gap usually resolves itself as the bus moves.
4. If the bus stays missing for an extended period during active trip hours, contact the school — it may be a driver-side connectivity issue.

Attendance Not Saving

Likely causes

• The teacher hasn't marked that class yet — this looks identical to a "not saving" issue but is simply pending.
• Poor connectivity when submitting, so the entry never reached the server.
• The app wasn't updated to the latest version.
• Trying to re-mark a class that's already locked for the day.

Try this

1. Check whether the class shows as "unmarked" rather than saved-but-wrong — if so, it just hasn't been marked yet.
2. Confirm you have a stable connection before marking, and avoid switching screens mid-save.
3. Update the app from the store if you're on an older version.
4. If a save genuinely fails with an error, try again after a few minutes rather than repeatedly resubmitting.

Homework Missing

Likely causes

• The teacher hasn't posted homework for that day yet.
• The wrong child is selected (for parents with more than one child on the account).
• A subject or date filter is narrowing the list more than expected.
• The app is showing cached, outdated data.

Try this

1. Double-check the correct child is selected before assuming homework is missing.
2. Clear any active subject or date filter to see the full list.
3. Pull to refresh the Homework screen.
4. If a specific assignment was mentioned by the teacher but still isn't visible after a refresh, check with the teacher directly — it may not have been posted yet.

Payment Failed

Likely causes

• The payment gateway (Razorpay) timed out or was interrupted mid-transaction.
• Weak or dropped internet connection during checkout.
• The bank declined the transaction or required additional verification that wasn't completed in time.
• The app or browser was closed before the payment fully confirmed.

Try this

1. Check Payment History before retrying — a payment that looks "failed" in the moment may have actually gone through and just needs time to reflect.
2. If it genuinely failed, retry with a stable connection rather than immediately switching payment methods.
3. If money was deducted but the app still shows the installment as unpaid after some time, don't pay again — contact Support with the payment reference first.
4. Try a different payment method (UPI vs. card vs. netbanking) if the same method keeps failing.

Notification Not Received

Likely causes

• Notification permission is turned off for the app at the phone's OS level.
• The relevant category has been muted in Notification Preferences.
• The app was force-closed, which can delay push delivery on some devices.
• Battery optimization settings are restricting the app from running in the background.

Try this

1. Check your phone's system settings to confirm notifications are allowed for the Larnup app.
2. Open Notification Preferences in the app and confirm the category isn't muted.
3. Disable aggressive battery optimization for the app, if your phone has that setting.
4. Emergency alerts always bypass mute settings — if even those aren't arriving, it's a permissions issue, not a preferences one.

GPS Issue

Likely causes

• Location permission for the app isn't granted, or is set to "only while using the app" when background tracking is needed (drivers).
• Phone's location services are turned off entirely.
• Physical GPS interference (indoors, underground, dense urban areas).
• The app needs to be restarted to reacquire a GPS lock.

Try this

1. Check that location permission is granted, and set to "Always"/background for driver accounts running live trips.
2. Confirm location services are turned on at the phone's system level, not just the app's.
3. Step into an open area if possible and give it a minute to reacquire signal.
4. Restart the app if the location clearly isn't updating after a couple of minutes.

Camera Not Working

Likely causes

• Camera permission hasn't been granted to the app.
• Another app is currently holding the camera (rare, but possible on some devices).
• The app needs to be restarted after a permission was just changed.
• Low storage space is preventing a photo from being captured or saved.

Try this

1. Check the phone's app permissions and confirm camera access is allowed for Larnup.
2. Restart the app after granting or changing a permission — it often doesn't take effect until relaunch.
3. Close other apps that might be using the camera, then try again.
4. Free up storage space if your device is nearly full.

Upload Failed

Likely causes

• Weak or interrupted internet connection during the upload.
• The file is too large or in an unsupported format.
• Storage or app permission for accessing photos/files hasn't been granted.
• The app was backgrounded or closed while the upload was still in progress.

Try this

1. Confirm you have a stable connection, then retry the upload.
2. Check the file size and format — try a smaller file or a standard format (JPG, PNG, PDF) if it's unusual.
3. Grant the app permission to access your photos or files if it was denied.
4. Keep the app open and in the foreground until the upload confirms as complete.